Lead Care Coordinator, Trainer​/Advisor

Responsibilities

• Lead full onboarding and orientation for newly hired Lead Care Managers.
• Train staff on PHG workflows, departmental expectations, and ECM program operations.
• Educate staff on CalAIM ECM requirements, member eligibility categories, and care coordination standards.
• Train staff on comprehensive assessments, care plan development, documentation standards, case management workflows, outreach expectations, community resource navigation, behavioral health coordination, motivational interviewing, trauma-informed care, crisis escalation protocols, and member engagement strategies.
• Ensure new hires are proficient in all required systems and platforms, including Thera Platform, Salesmate, , Ring Central, health plan portals, and internal tracking tools.
• Provide workflow demonstrations, mock scenarios, role-play exercises, and hands‑on practice sessions.
• Ensure new hires understand PHG expectations surrounding professionalism, communication, productivity, and member experience.
• Conduct ride‑alongs, shadow visits, and observational coaching during member interactions.
• Train LCMs on home visit etiquette, safety protocols, rapport‑building techniques, real‑time care coordination, and community‑based outreach.
• Model effective communication and problem‑solving strategies during difficult member interactions.
• Provide live coaching and corrective feedback in both field and remote settings.
• Support staff in developing confidence managing high‑acuity or high‑barrier members.
• Train staff on billable vs. non‑billable activities, appropriate note types, care coordination documentation, timeliness standards, and audit readiness.
• Identify documentation trends or recurring deficiencies and provide retraining as needed.
• Support new hires throughout their first 90 days and transition to independent caseload management.
• Monitor training progress, competency milestones, and operational readiness.
• Create individualized coaching plans when performance gaps are identified.
• Reinforce accountability regarding productivity expectations, outreach consistency, member engagement, scheduling practices, and documentation completion.
• Coach staff on time management, organization, prioritization, and caseload balancing.
• Promote a culture of continuous learning, accountability, and professionalism.
• Reinforce PHG’s commitment to exceptional member experience and compassionate care.
• Train staff on de‑escalation techniques, active listening, professional communication, phone etiquette, conflict resolution, and cultural sensitivity.
• Ensure member interactions remain respectful, solution‑focused, and person‑centered.
• Monitor trends in member complaints, grievances, or service concerns and assist with targeted retraining initiatives.
• Partner with ECM leadership, QA, and Learning & Development teams to improve onboarding workflows and training materials.
• Assist in developing SOPs, training manuals, workflow guides, scripts, resource tools, and department reference materials.
• Provide operational feedback and recommendations based on field observations and training outcomes.
• Help maintain consistency across ECM regions, teams, and workflows.

• Residency:
  Must reside in the hiring county
• Experience:
  
  3–5 years in case management, social services, or healthcare (preferred)
• Experience with:
  Medi-Cal, CalAIM, or Enhanced Care Management (preferred)
• Working experience of healthcare systems and community resources is a plus
• Excellent communication, organization, and time management skills
• Proficiency with documentation systems and technology
• Ability to effectively communicate both written and verbally
• Valid California Driver’s License and active auto insurance meeting CA requirements
• Reliable personal vehicle for daily work use
• Successful completion of background check (including MVR)
• Must be able to travel up to 30-50% within the county to conduct in person visits
• Must successfully complete a Testlify skills assessment
• Must have a reliable working laptop for the first 21 days of employment (personal equipment stipend) until company issues laptop is received
• Must have effective Time Management skills
• Must have internet speed of - 300+ mbps download and 25+mbps upload
• Must be proficient in technology, including documentation systems, case management platforms, and communication tools