Training and Experience Coordinator

Essential Duties and Responsibilities

1. Ensure all training is scheduled, coordinated, communicated and delivered in compliance with State, Federal, PPFA, and other requirements and deadlines.

2. Facilitate and evaluate New Employee Orientation (NEO) for all new staff members, including health center and administrative roles, in partnership with HR.

3. Monitor and communicate employee progress and ensure completion of onboarding materials, annual trainings, evaluations, etc.

4. Demonstrate, observe, and sign staff off on new skills required for care delivery using the PPSE training manual, training verifications, and skills checklist.

5. Monitor patient feedback and assist in developing action plans to improve satisfaction.

6. Serve as a primary in-field trainer for Health Center Associates (HCAs) and Medical Assistants (MAs), providing hands-on training, coaching, mentoring, and competency validation in health center settings. Continue observing and mentoring new staff throughout the training process until competencies are achieved

7. Train and assess staff on EHR documentation, patient registration, patient intake, chart preparation, patient education and counseling, appointment workflows, documentation standards, and patient-centered care practices.

8. Train staff on front desk operations, scheduling, insurance verification, demographic and insurance data collection, payment collection processes, and other revenue cycle workflows.

9. Provide instruction and competency assessment for CLIA-waived laboratory testing and specimen collection procedures, as permitted by organizational policy and applicable regulations, and under leadership of Lab Director.

10. Conduct routine observations, audits, and follow-up coaching to ensure consistency, quality, compliance, and adherence to organizational policies and procedures.

11. Identify training opportunities and performance gaps, and partners with health center leadership to develop and implement corrective action plans and individualized coaching plans.

12. Perform HCA and MA duties, to support uninterrupted patient care and health center operations. Serves as backup operational support during staffing shortages, call outs, onboarding activities, high-volume patient demand, or organizational initiatives.

13. Follow the training paths described in the training manual and ensure new staff follow the training tracks.

14. Check in with new staff regularly and communicate training concerns with the Director of Training and Patient Experience.

15. Assist with piloting new practices, processes and techniques, and report back on compliance.

16. Facilitate in-person and virtual classroom training to address skill gaps and business needs.

17. Coordinate documentation of staff completion of training requirements and ensure compliance with training requirements.

18. Support new agency rollouts and trainings, including patient experience strategies and service excellence initiatives, and any organizational initiatives in health services such as accreditation, service expansion, and other implementations.

OTHER DUTIES AND RESPONSIBILITIES:

1. Performs other duties as may be assigned by the Director of Experience & Staff Training.

PHYSICAL REQUIREMENTS:  Reasonable accommodations may be made for individuals with disabilities to perform the essential functions of this position. This postion requires frequent standing, walking, sitting, seeing, hearing, speaking, reaching, and grasping. Occasional bending, kneeling, and driving. Rare lifting or carrying of heavy items, with lifting up to 10 pounds for up to one-third of the workday.