Lead Care Coordinator Trainer / Advisor

About the role

The Lead Care Manager (LCM) Trainer / Advisor at Pacific Health Group (PHG) is responsible for the comprehensive onboarding, training, mentorship, and field development of newly hired Lead Care Managers within PHG's Enhanced Care Management (ECM) program.

Responsibilities

• Lead full onboarding and orientation for newly hired Lead Care Managers
• Train staff on PHG workflows, departmental expectations, and ECM program operations
• Train 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, member engagement strategies
• Provide workflow demonstrations, mock scenarios, role-play exercises, and hands-on practice sessions
• 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, 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
• Document oversight, train staff on billable vs. non-billable activities, appropriate note types, care coordination documentation, timeliness standards, audit readiness, identify documentation trends or recurring deficiencies and provide retraining as needed
• Performance coaching & development, 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, documentation completion, coach staff on time management, organization, prioritization, and caseload balancing, promote a culture of continuous learning, accountability, and professionalism
• Customer service & member experience, 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, 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
• Collaboration & program improvement, 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, department reference materials, provide operational feedback and recommendations based on field observations and training outcomes, help maintain consistency across ECM regions, teams, and workflows

Requirements

• 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

Qualifications

• Experience in Enhanced Care Management (ECM), case management, care coordination, behavioral health, social services, or related healthcare field preferred
• Strong knowledge of CalAIM ECM program requirements and community-based care coordination
• Prior leadership, mentorship, training, or supervisory experience strongly preferred
• Strong understanding of documentation standards and compliance expectations
• Excellent communication, coaching, organizational, and interpersonal skills
• Comfortable working in community settings and supporting field staff directly
• Proficiency with electronic documentation systems and operational platforms

Skills

• Strong leadership, operational knowledge, field coaching ability, and a deep understanding of whole-person care
• Strong communication, coaching, organizational, and interpersonal skills
• Effective time management and organization
• Proficiency with technology, including documentation systems, case management platforms, and communication tools

Benefits

PHG offers a competitive compensation package, including a range of $29.00 - $32.00 per hour (based on experience).

Pay

$29.00 - $32.00 per hour (based on experience)

Schedule

Monday - Friday | 8:30 AM - 5:00 PM

Location

Hybrid (Field-Based in Hiring County)