Lead Care Coordinator Trainer / Advisor

Pacific Health Group; California (MD); Hybrid; USD 39,950 - 44,083; Full time

Job summary

Pacific Health Group is looking for a Lead Care Manager Trainer to enhance onboarding and training for their Enhanced Care Management program. This pivotal role involves training new staff in ECM workflows, fostering an environment of support and development while ensuring compliance with documentation standards.

The ideal candidate will possess a background in case management or related fields, with a compassionate approach to team leadership and member care. Join us in making a meaningful impact in healthcare.

Qualifications

• 3-5 years of experience in case management, social services, or healthcare.
• Valid California Driver's License and active auto insurance.
• Must have effective time management skills.

Responsibilities

• Lead onboarding and training for new Lead Care Managers.
• Provide field mentorship and coaching.
• Ensure staff proficiency in documentation and care coordination.

Skills

Excellent communication skills

Time management

Compassion

Adaptability

Education

Experience in case management or social services

Tools

Documentation systems

Communication tools

Job 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 issued 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

About Pacific Health Group

Pacific Health Group (PHG) transforms lives through compassion‑driven, community‑based healthcare. The Enhanced Care Management (ECM) program supports vulnerable members by addressing medical, behavioral, and social needs—including housing instability, food insecurity, behavioral health concerns, transportation barriers, and complex care coordination.

PHG delivers person‑centered, trauma‑informed care that empowers members while strengthening community health outcomes. Exceptional care begins with 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, ensuring new 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.

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 manage complex member needs while representing PHG with professionalism, empathy, and integrity.

• 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 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 (TheraPlatform, Salesmate, Monday.com, RingCentral, 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 regarding professionalism, communication, productivity, and member experience

Field Training & Shadowing

• Conduct ride‑alongs, shadow visits, and observational coaching during member interactions
• 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, and 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, 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

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, 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

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

• 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

• 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.