Lead Care Coordinator Trainer / Advisor

Description Schedule: Monday – Friday | 8:30 AM – 5:00 PM Compensation: $29.00 – $32.00 per hour (based on experience) FLSA: Non-Exempt Location: Hybrid (Field-Based in Hiring County) This position is an individual contributor, not a People Manager Minimum Qualifications 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 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 Enhanced Care Management (ECM) DepartmentAbout Pacific Health Group (PHG) At Pacific Health Group (PHG), our mission is to transform lives through compassion-driven, community-based healthcare. Through our Enhanced Care Management (ECM) program, we support vulnerable members by addressing the full spectrum of medical, behavioral, and social needs — including housing instability, food insecurity, behavioral health concerns, transportation barriers, and complex care coordination. PHG is committed to delivering person-centered, trauma-informed care that empowers members while strengthening community health outcomes. We believe exceptional care begins with exceptional staff training, mentorship, and leadership. Position Summary The Lead Care Manager (LCM) Trainer / Advisor is responsible for the comprehensive onboarding, training, mentorship, and field development of newly hired Lead Care Managers within PHG’s ECM program. This role serves as the operational and clinical training bridge between new hire orientation and independent field readiness. The LCM Trainer ensures all newly hired staff are fully trained in ECM workflows, CalAIM requirements, documentation standards, member engagement strategies, systems navigation, community-based care coordination, and PHG customer service expectations. The Trainer plays a critical role in shaping department culture, reinforcing accountability, and ensuring consistency in member experience across the organization. This position requires strong leadership, operational knowledge, field coaching ability, and a deep understanding of whole-person care. Why This Role Matters The LCM Trainer directly impacts the quality, consistency, and effectiveness of PHG’s ECM services. Through hands-on training, field mentorship, real-time coaching, and ongoing performance support, the Trainer helps ensure every Lead Care Manager is equipped to confidently manage complex member needs while representing PHG with professionalism, empathy, and integrity. This role helps build a high-performing ECM department by developing staff who are: Clinically and operationally competent Compassionate and member-focused Skilled in de-escalation and engagement Timely and accurate with documentation Comfortable navigating field-based and community-based care coordination Aligned with PHG’s standards, workflows, and mission Core Responsibilities New Hire Training & Onboarding 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 carecoordination 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 Ensure new hires are proficient in all required systems and platforms, including: TheraPlatform Salesmate Monday.com RingCentral Health plan portals 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. Field Training & Shadowing 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. Documentation 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 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 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. 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. Ability to lead both classroom-style and field-based training. Comfortable working in community settings and supporting field staff directly. Proficiency with electronic documentation systems and operational platforms. Key Traits for Success The ideal candidate is: Compassionate and member-focused Operationally strong and highly organized Calm under pressure Adaptable and solution-oriented Comfortable providing direct feedback and coaching Passionate about staff development and quality care Able to balance empathy with accountability PHG Core Values At PHG, we believe in: Whole-person care Compassionate service Accountability and integrity Community impact Team collaboration Continuous improvement Excellence in member experience Every interaction matters, and every team member contributes to improving lives. Equal Opportunity Employer Pacific Health Group is an Equal Opportunity Employer committed to fostering an inclusive workplace where all employees are treated with dignity and respect. We celebrate diversity and are committed to creating an environment where individuals from all backgrounds can thrive. All qualified applicants will receive consideration for employment without regard to any protected characteristic under applicable federal, state, or local law.