Training Coach

GoHealth Urgent Care - UCSF Health•Saint Louis, MO

2d•Onsite

About The Position

The Training Coach partners with the learning and operations teams to create an effortless, personal, and connected onboarding and training experience. The role delivers the practical-skills phase of new-hire training through an organized, competency-based approach that develops critical thinking and role-specific skills. Learners may include newly hired team members, employees transferring to a center or department, and team members who need additional support. The Training Coach also supports medical providers, radiologic technologists, and patients through patient care management, organization, and communication. The position operates on a mobile basis and requires frequent travel among clinics in Crestwood, Festus, Oakville, and Imperial, Missouri. The Training Coach assesses and validates team members’ competencies, provides in-center and market-specific instruction, tracks completion of competency documentation, and collaborates with Training Specialists and learning leaders to improve training. When training is not needed, the role performs operational and Medical Assistant duties, including patient registration, intake, testing, room and supply readiness, record maintenance, and patient follow-up. The schedule must be flexible enough to accommodate learners with varied schedules and includes evenings and weekends.

Requirements

High school diploma or equivalent required.
Basic Life Support (BLS) certification required at time of hire.
Computerized Provider Order Entry (CPOE) certification for order entry is required within two weeks of the start date and must remain active in lieu of Medical Assistant certification within the first 15 months of hire.
Proficient use and understanding of medical terminology.
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.
Ability to travel among assigned clinics and operate in a mobile capacity.
Ability to meet the required training commitment of 40 to 80 hours for up to six assigned team members.

Nice To Haves

Graduation from a Medical Assistant program.
One or more years of Medical Assistant experience under a licensed healthcare supervisor within the last three years.
Medical Assistant experience for Medical Assistant program graduates, or two or more years of experience within the last three years under a licensed healthcare supervisor in lieu of a Medical Assistant program.
Training or related experience.
Experience using an Electronic Health Record (EHR).
Urgent care experience.
At least one of the following certifications at time of hire: ARMA (American Registry of Medical Assistants); CCMA (Certified Clinical Medical Assistant, verified through NHA); CMA (Certified Medical Assistant, verified through AAMA); RMA (Registered Medical Assistant, verified through AMT or AAH); NCMA (National Certified Medical Assistant, verified through NCCT); or NRCMA (Nationally Registered Certified Medical Assistant, verified through the National Association for Health Professionals).
Alternatively, one of the following qualifications or certifications is preferred at time of hire: graduate of an accredited school of nursing, LPN, RN, EMT (verified through the National Registry of Emergency Medical Technicians), or CNA (Certified Nursing Assistant).

Responsibilities

Teach and evaluate team members’ technical skills using pre-approved methods and procedures.
Conduct orientation to the center, department, or organization, covering predetermined learning items.
Train team members to the required competency level for their role and provide in-center coaching across assigned core competencies.
Host Learning Coach Workshops as needed; provide classroom-based training as a backup to Training Specialists and complete Airtable compliance documentation.
Invest 40 to 80 dedicated training hours with up to six assigned team members to meet company learning standards.
Provide hands-on, market-specific training, including new-hire training, check-ins, process updates, clinical refreshers, registration updates, and annual competencies.
Ensure accountability for team members’ competency validation and track assigned Core Competency Checklist items through completion.
Complete and upload Core Competency Checklists and submit Competency Evaluation forms through Airtable; maintain compliance documentation.
Meet regularly with Training Specialists and learning team leaders regarding market training needs and the learner journey, and collaborate on ongoing training-program improvements.
Conduct 30-, 60-, and 90-day check-ins to assess training needs and 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 new hires, and support other market Training Coaches nationally as needed.
Work operationally when training activities are not needed, and attend mandatory operations or learning meetings on behalf of the Training Specialist when required.
Register patients, collect required paperwork and insurance documentation, verify insurance and eligibility, process co-pays, and schedule appointments.
Coordinate provider referrals, answer patient questions about care, communicate patient status, and inform technical staff about patient flow.
Prepare patients for examinations by verifying information, recording medical history, and confirming the reason for the visit.
Measure and record preliminary vital signs, escalate critical cases to a provider, and perform point-of-care tests as needed.
Stock supplies and maintain exam rooms, the front desk, and reception area; complete supply order sheets and check expiration dates.
Maintain medical records and scan charts into patient files; answer phone calls and handle incoming and outgoing postal correspondence.
Conduct patient courtesy follow-up calls and maintain the reception area.
Perform and document daily equipment controls and calibration, maintain quality assurance and quality control logs, troubleshoot breakdowns, perform preventive maintenance, and submit repair tickets as needed.
Perform other patient-care responsibilities defined in the Medical Assistant Guideline document and other duties as assigned.