Lead Care Coordinator, Trainer/Advisor

Jobtailor; San Francisco (CA); On-site; USD 90,000 - 120,000; Full time

Job summary

PHG is seeking an experienced Lead Care Manager Onboarding Trainer in California to lead onboarding, staff training, and ECM program operations. You will educate staff on CalAIM, care coordination standards, and documentation practices, while ensuring proficiency across multiple platforms and tools.

This role involves field and remote coaching, and strong collaboration with ECM leadership. The ideal candidate has 3–5 years in case management or healthcare, a valid CA license, and the ability to

Qualifications

• Residency in the hiring county.
• 3–5 years in case management, social services, or healthcare (preferred).
• Experience with Medi-Cal, CalAIM, or Enhanced Care Management (preferred).
• Excellent communication, organization, and time management skills.
• Proficiency with documentation systems and technology.
• 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).
• Ability to travel up to 30–50% within the county to conduct in-person visits.
• Must complete a Testlify skills assessment.
• Must have a reliable working laptop for the first 21 days (personal equipment stipend) until company issues laptop.
• Must have effective Time Management skills.
• Internet speed of 300+ Mbps download and 25+ Mbps upload.
• Must be proficient in technology, including documentation systems, case management platforms, and communication tools.

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, and community resource navigation.
• Ensure new hires are proficient in systems like TheraPlatform, Salesmate, Monday.com, RingCentral, health plan portals, and internal tools.
• Provide workflow demonstrations, mock scenarios, role-play exercises, and hands-on practice sessions.
• Ensure new hires understand PHG expectations around professionalism, communication, productivity, and member experience.
• Conduct ride-alongs, shadow visits, and observational coaching during member interactions.
• Train LCMs on home visit etiquette, safety, rapport-building, real-time care coordination, and outreach.
• Model effective communication and problem-solving strategies during difficult member interactions.
• Provide live coaching and corrective feedback in field and remote settings.
• Support staff in developing confidence managing high-acuity or high-barrier members.
• Train staff on billable vs. non-billable activities, notes, and audit readiness.
• Identify documentation trends and provide retraining as needed.
• Support new hires through first 90 days and transition to independent caseload management.
• Monitor training progress and competency milestones.
• Create individualized coaching plans when performance gaps are identified.
• Reinforce accountability on productivity, outreach, engagement, scheduling, and documentation.
• 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, 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 and assist with retraining initiatives.
• Partner with ECM leadership, QA, and Learning & Development to improve onboarding workflows and materials.
• Assist in developing SOPs, training manuals, workflow guides, scripts, and resource tools.
• Provide operational feedback and recommendations from field observations.
• Help maintain consistency across ECM regions, teams, and workflows.

Skills

Communication

Time management

Training / coaching

Documentation proficiency

Job description

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 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 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.

Requirements

• 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