Training Coach

GoHealth Urgent Care - UCSF Health•Saint Louis, MO

12d•Onsite

About The Position

The Training Coach partners with the learning and operations team to create an effortless, personal, and connected onboarding and training experience. The role executes the practical-skills phase of new-hire training through a formal, organized approach, teaching critical-thinking skills and job competencies to new hires, employees transferring to a center or department, and team members who need additional learning support. The Training Coach uses a competency-based model to support learner growth and socialization, and provides support to medical providers, radiologic technologists, and patients through patient care, organization, and communication. The role focuses on assessing and validating team members’ skills and competencies. It delivers orientation and in-center coaching, teaches and evaluates technical skills using approved methods, tracks competency checklists, provides feedback, and collaborates with Training Specialists and learning leaders to improve training. The Coach may lead workshops, provide classroom training, support other market Training Coaches, attend meetings on behalf of a Training Specialist, and work operationally when training is not needed. The position also performs Medical Assistant and clinic-support duties, including patient registration, insurance verification, appointment scheduling, referrals, answering patient questions, preparing patients for examinations, taking vital signs, conducting point-of-care tests, maintaining supplies and records, and supporting equipment quality-control procedures. Frequent travel is required among Crestwood, Festus, Imperial, and Oakville, Missouri clinics, and candidates must be willing to float among clinics. The schedule must be flexible and include evenings and weekends.

Requirements

High school diploma or equivalent required.
Computerized Provider Order Entry (CPOE) certification is required within two weeks of hire if Medical Assistant certification is not obtained upon hire; CPOE must remain active if used in lieu of MA certification during the first 15 months of hire.
Basic Life Support (BLS) certification required at time of hire.
Training or related experience required.
Experience using an Electronic Health Record (EHR).
Proficiency in medical terminology and clinical skills in point-of-care testing, vital-sign intake, and clinical laboratory procedures.
Proficiency in Microsoft Office programs, including Word, Excel, PowerPoint, and Outlook.
Excellent verbal and written communication, presentation, and organizational skills.
Ability to work a flexible schedule that includes evenings and weekends.
Willingness to travel frequently among Crestwood, Festus, Imperial, and Oakville, Missouri clinics, and to float among clinics.
Ability to meet the required training commitment of 40 to 80 dedicated hours with up to six assigned team members.
Demonstrated competencies in flexibility, interpersonal skills, oral communication, problem solving, self-management, technical competence, writing, customer service, teamwork and collaboration, relationship management, and organization.

Nice To Haves

Graduation from a Medical Assistant program.
At least one year of Medical Assistant experience under a licensed healthcare supervisor within the last three years for Medical Assistant program graduates.
For Medical Assistant program graduates, Medical Assistant experience; alternatively, two or more years of experience within the last three years under a licensed healthcare supervisor in lieu of a Medical Assistant program.
Urgent care experience.
One of the following certifications preferred at hire: ARMA (American Registry of Medical Assistants); CCMA verified through NHA; CMA verified through AAMA; RMA verified through AMT or AAH; NCMA verified through NCCT; NRCMA verified through the National Association for Health Professionals; graduation from an accredited school of nursing or LPN/RN; EMT verified through the National Registry of Emergency Medical Technicians; or CNA.

Responsibilities

Teach and evaluate team members’ technical skill competencies using pre-approved methods and procedures.
Conduct orientation to the center, department, or organization, covering predetermined learning items.
Train team members to reach predetermined competency levels for their jobs.
Host Learning Coach Workshops as needed; back up Training Specialists, complete classroom-based training, and document compliance in Airtable.
Invest 40 to 80 dedicated training hours with up to six assigned team members to ensure their knowledge and skills meet company learning standards.
Provide flexible in-center coaching across assigned core competency areas, including new-hire training, check-ins, market process updates, clinical refreshers, registration updates, and annual competencies.
Ensure accountability for competency validation and collaborate with Training Specialists and learning leaders on training quality improvements.
Meet regularly with the Training Specialist regarding market training needs and team members’ learning journeys.
Complete and upload Core Competency Checklists and submit Competency Evaluation forms through Airtable; track completion of checklist items and submit the electronic form when complete.
Conduct 30-, 60-, and 90-day check-ins to assess training needs and team members’ comfort levels.
Provide timely feedback on assigned team members’ performance and escalate issues when needed.
Travel to assigned sites, generally near the home locations of the majority of new hires, and provide training to other market Training Coaches nationally as needed.
Attend mandatory operations and learning meetings on behalf of the Training Specialist when needed.
Perform operational work when training is not needed, including patient registration, clinic support, and other assigned duties.
Register patients, obtain required paperwork and insurance documentation, verify insurance and eligibility, process co-pays, and schedule appointments.
Coordinate provider referrals, answer patient questions, communicate patient status, and inform technical staff about patient flow.
Prepare patients for examinations by verifying information, recording medical histories, and confirming visit purposes.
Measure and document vital signs and escalate critical cases to a provider as needed.
Conduct point-of-care tests as needed, including flu, strep, urinalysis, ECG, and HCG testing, and provide results or information to the provider.
Stock supplies, maintain exam rooms and reception areas, complete supply order sheets, and check expiration dates.
Maintain medical records and scan charts into patient files; answer phones and sort incoming and outgoing mail.
Conduct patient follow-up courtesy calls and maintain a well-kept reception area.
Perform and document daily equipment controls and calibration, maintain quality assurance and quality control logs, troubleshoot equipment breakdowns, perform preventive maintenance, and submit repair tickets as needed.
Perform other patient-care responsibilities in the Medical Assistant Guideline document and other duties as assigned.