Success Coach

Position Summary

The Success Coach’s role is to support Futuro Health scholars throughout their educational journey. Success Coaches will assess readiness, help prepare scholars to engage in their training and provide wrap around coaching throughout the student’s technical program. Coaches will be expected to contribute towards scholar success as they progress from prospective students to graduates. The coach will need to uphold brand loyalty as a representative of Futuro Health by facilitating professional and meaningful interactions with students.

Essential Job Functions

• Contribute to retention, enrollment conversion, and/or career outcomes through effective coaching.
• Manage student caseload; building relationships, identifying academic and financial concerns, and providing solutions to help students overcome obstacles for course completion.
• Ensure all major touchpoint meetings with scholars are completed or actively scheduled.
• Adhere to and maintain the contact cadence agreed upon with the scholar, ensuring all outreach attempts are documented and timely.
• Maintain accurate and up-to-date scholar information in the database, including but not limited to regular updates of student statuses, detailed conversational notes, and secure collection of documents.
• Use best practices and sound judgment to support students facing personal challenges, identifying and appropriately escalating crisis situations.
• Assist prospective students in effectively navigating admissions and enrollment processes to ensure they meet deadlines.
• Collaborate with educational partners and pathway managers, under lead supervision as necessary, to facilitate student enrollment and ensure program completion.
• Communicate professionally with partners and students.
• Assist team members with meetings and student outreach as needed to ensure quality standards are met consistently.
• Meet exceptional service standards, responding in a timely manner to voicemails, text messages, emails according to service standards and outreach scheduling.
• Maintain knowledge on all facets of Futuro Health and its mission to accurately reflect the role of Futuro Health in a scholar’s journey.
• Work closely with the team to ensure that student escalations are coordinated by urgency level and addressed in a timely manner.
• Monitor student data pass back and update student records regularly to ensure data accuracy.

Qualifications

• Allied Healthcare experience preferred.
• Career Services experience preferred.
• Ability to de-escalate negative interactions.
• Ability to retain and utilize substantial amounts of detailed information.
• Strong written and verbal communication skills demonstrated through email, text, phone, and in person.
• Demonstrated ability to meet deadlines, handling and prioritizing simultaneous requests.
• Creative and analytical thinker with strong problem-solving skills.
• Ability to work in a fast-paced environment and respond well under pressure.
• Must have proficient spelling/grammar, and intermediate computer literacy.

Education

• Bachelor’s Degree in related field or a minimum of 3 years’ experience in a service role or Allied Healthcare setting.
• Previous experience as a student advisor or coach is a plus.
• Knowledge of college and higher education healthcare training programs and curriculums is a plus.

Supervisory Responsibility

This role does not have supervisory responsibility over other staff.

Work Environment/Travel

This is a remote role. Travel will also be required to attend meetings and conferences. This position requires mandatory travel twice per year to attend Futuro Health’s Spring and Fall In-Person All-Hands events. Participation in these events is an essential function of the role, as these gatherings support strategic alignment, cross-department collaboration, and organizational effectiveness, which cannot be fully achieved in a virtual format. As a condition of employment, employees must be able to fulfill this twice-yearly travel requirement.

Physical Demands

Able to sit, stand, and type for long periods of time. Ability to work irregular hours including after hours and weekends although this will be infrequent. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Position Type

This position is full-time, non-exempt. Monday through Friday availability. The hours may include weekends, nights, and holidays.

Comprehensive Benefits

• Platinum Tier Medical Plans: Choose from PPO, HMO, and HDP options, all fully paid by Futuro Health.
• Dental and Vision Plans: Comprehensive coverage, fully paid by Futuro Health.
• Life and AD&D, Long and Short-term Disability, and EAP: Fully covered by Futuro Health to ensure your peace of mind.
• 401K Plans: Traditional and Roth Safe Harbor Plans with a 100% match up to 4% of employee contributions (subject to IRS limits).
• Flexible Spending Accounts: Options include FSA, HSA, and Limited FSA Plans.
• Voluntary Ancillary Benefits: Additional coverage for hospital stays, critical illness, accidents, legal services, identity theft protection, and pet care.
• Reimbursements: Mobile phone, internet, and gym membership costs.
• Wellness Programs: Access to a variety of wellness initiatives to support your overall health.
• Career Growth: Opportunities for professional development and advancement.