Position Description

Job Title:  Training Coach – MA

Department:  Center Operations – Medical Assistant

Classification:          Non-Exempt              Exempt

Entity:  Team Members affiliated with Joint Ventures

Job Relationships

Responsible to: Regional Operations Manager

Assignments received from: Director, Talent and Learning; Learning Managers; Training Specialists, Manager, Clinical Learning

Position(s) supervised: None

Job Summary

At GoHealth Urgent Care, we place the needs of our patients first - by providing an effortless patient experience, a welcoming culture of care and seamless integration with market-leading health systems and our communities.

The Training Coach – MA role partners with the learning and operations team to help create an effortless, personal, and connected onboarding and training experience.  The Training Coach - MA is responsible for executing on the practical skills training phase of new hire training by following a formal and organized method of teaching new or existing team members the critical thinking skills and high-level competencies to feel comfortable and confident in doing their role. The Training Coach - MA uses a competency-based model to foster growth learning and enhance the socialization of the learner. The types of learners include newly hired team members, team members transferring to a center or department, and those team members who require additional support with new or existing learning experiences.  The Training Coach – MA will provide support to the Medical Providers, Radiologic Technologist, and patients through a variety of tasks, including but not limited to patient care management, organization, and communication. 
 

Job Requirements

Education

• Graduate of a Medical Assistant Program preferred
• 1+ years of Medical Assistant experience under a licensed healthcare supervisor within the last 3 years preferred
• CPOE must be obtained within 2 weeks of hire if Medical Assistant Certification is not obtained upon hire required
• High school diploma or equivalent required

Work Experience

• Medical Assistant experience preferred for Graduate of a Medical Assistant Program or
• 2+ years of experience within the last 3 years under a licensed healthcare supervisor in lieu of a Medical Assistant program preferred.
• Training or related experience required
• Experience using Electronic Health Record (EHR)
• Urgent care experience preferred.

Licenses/Certifications

One of the following certifications is required (or must obtain within 15 months of hire):

• ARMA- American Registry of Medical Assistants
• CCMA- Certified Clinical Medical Assistant (verified through NHA, National Healthcareer Association)
• CMA- Certified Medical Assistant (verified through AAMA, American Association of Medical Assistant)
• RMA- Registered Medical Assistant (verified through AMT, American Medical Technologists or AAH, American Allied Health)
• NCMA- National Certified Medical Assistant (verified through NCCT, National Center for Competency Testing)
• NRCMA – Nationally Registered Certified Medical Assistant (verified through the National Association for Health Professionals)

Or the following certifications are excepted at the time of hire:

• Graduate of an Accredited School of Nursing or LPN or RN
• EMT – Emergency Medical Technician (verified through the National Registry of Emergency Medical Technicians)
• CNA - Certified Nursing Assistant
• Basic Life Support (BLS) required or must be obtained within 12 months of hire
• Computerize Provider Order Entry (CPOE) certification for order entry is required within two weeks of start date and must be kept active in lieu of MA certification within the first 15 months of hire.

*MA in WA: must hold: 1) Certified MA (AAMA, NCCT, CMA, RMA) and WA certificate. (* Requires application with WA as "Certified MA"), OR 2) Registered MA (* Requires application with WA as "Registered MA)

*MA in CA: must hold: 1) Graduate of MA school needed + Certified OR, 2) MA must receive additional internal training either by graduating from MA school or receive training under Physician, NP, PA, etc.

Additional Knowledge, Skills and Abilities Required

• Proficient use and understanding of medical terminology
• Clinical skills in Point of Care Testing, vitals intake, clinical laboratory procedures
• Proficiency in Microsoft Office programs (i.e., Word, Excel, PowerPoint, Outlook, etc.)
• Excellent verbal and written communication skills
• Excellent presentation skills
• Excellent organizational skills

Core Competencies: 

• Collaboration: Takes ownership for collectively establishing productive partnerships and relationships and seek to gain joint understanding of priorities and objectives so that the greater good of the organization and those we serve is always at the forefront.
• Innovation: Consistently uses good judgment, applying creativity to overcome obstacles and increasing effectiveness and efficiency though process and other forms of innovation.
• Diversity and Inclusion:  Foster’s diversity and inclusion, to be able to better understand team members, our customers, and partners.  Engages the strengths and talents of each GoHealth team member, creating an environment of involvement, respect, and connection where the richness of ideas, backgrounds and perspectives are harnessed.
• Courage & Integrity: Models and practices the highest ethical and professional standards; demonstrates pride and personal interest in our patients, partners, and fellow team members, deeply engaging in the business. Makes decisions, with a focus on doing the right thing; treats team members, our customers, partners and vendors with dignity, consideration, open-mindedness, and respect.
• Accountability:  Always shows initiative, demonstrates a bias to action and gets things done. Actively accepts responsibility for diverse roles, obligations and actions that positively influence patient and customer outcomes, our partnerships, and the healthcare needs of our communities. 

(Prioritized) Functional Competencies: to be selected and prioritized by the hiring manager for each position.

1. FLEXIBILITY - Open to change and new information; adapts behavior or work methods in response to new information, changing conditions, or unexpected obstacles; effectively deals with ambiguity.

2. INTERPERSONAL – Develops and maintains excellent working relationships within HR and other business departments.

3. ORAL COMMUNICATION - Expresses information (ideas or facts) to individuals or groups effectively, considering the audience and nature of the information (technical, sensitive, controversial, etc.); makes clear and convincing oral presentations; listens to others, attends to nonverbal cues, and responds appropriately.

4. PROBLEM SOLVING – Identifies problems; determines accuracy and relevance of information; uses sound judgment to generate and evaluate alternatives, and to make recommendations.

5. SELF-MANAGEMENT – Sets well-defined and realistic personal goals; displays a high level of initiative, effort, and commitment towards completing assignments in a timely manner; works with minimal supervision; is motivated to achieve; demonstrates responsible behavior.

6. TECHNICAL COMPETENCE – Uses or gains knowledge that is necessary to perform the major functions that are described above

7. WRITING – Recognizes and uses correct English grammar, punctuation, and spelling; communicates information in a succinct and organized manner; produces written information that is appropriate for the intended audience.

8. CUSTOMER SERVICE – Demonstrates a results-oriented focus for delivering appropriate services in an accurate, complete, and timely fashion.

9. TEAMWORK/COLLABORATION – Demonstrates skills and abilities in collaborative efforts with experience in team/project-oriented activities.

10. RELATIONSHIP MANAGEMENT – Maintains good communication and a positive relationship with employees at all levels of the organization to promote employee satisfaction. Projects excellent customer relations in all interactions.

11.ORGANIZATION - Advanced organizational skills with the ability to handle multiple assignments

Additional Knowledge, Skills, and Abilities Preferred

None.

Essential Functions

Essential functions are those tasks, duties and responsibilities that comprise the means of accomplishing the job’s purpose and objectives. Essential functions are critical or fundamental to the performance of the job. They are the major functions for which the person in the job is held accountable. Following are the essential functions of the job.

The Training Coach - MA focuses on assessment and validation of team member’s skills and competencies.  Duties include:

• Teach and evaluate team members’ technical skill competencies using pre-approved methods and procedures.
• Conduct orientation to the center, department and/or organization to cover predetermined learning items.
• Teach and train team members to bring them up to predetermined levels of competency for the specific job. 
• Hosts Learning Coach Workshop, as needed.
• Acts a backup to the Training Specialists and completes classroom-based training; complete Airtable compliance documentation.
• Meets the required minimum 40 hours to a maximum of 80 hours of dedicated time invested with up to 6 assigned team members to ensure a level of knowledge and skills is acceptable within the company’s learning standards required.
• Ensure a flexible schedule to capture new hires with challenging schedules i.e., Per Diems, Temporary, etc.…
• Provide in-center coaching to new team members on all assigned areas of the core competencies.
• Offer hands-on market specific training needs, from new hire training, check-ins, market process updates/changes, clinical refresher needs, registration process refresh/updates, and annual competencies.
• Ensure accountability of team members’ competence validation.
• Collaborate with Training Specialists and Learning team leaders for ongoing quality improvements for the training program.
• Meets with the Training Specialist regularly to support market operation training needs related to the team members’ learning journey including, but not limited to, new hire training, market learning process updates/changes, other market training needs.
• Assists in maintaining Airtable compliance by completing and uploading Core Competency Checklist and submitting the Competency Evaluation via digital Airtable form.
• Maintain team member evaluation feedback being at the fully meets or higher level each year.
• Collaborate with Training Specialists and Learning team leaders for ongoing quality improvements for the training program.
• 30, 60, 90-day check-ins for training needs to include, but not limited to, checklist to round and check comfort level
• Track and manage the assigned completion of Core Competency Checklist items and submit e-form when completed for new team members.
• Provide timely feedback on assigned team member performance and escalate any issues if required.
• Operates in a mobile capacity; travel to sites where majority of new hires home locations are near, as assigned.
• Works operationally when no training is needed i.e., new hire training, workshops, BLS, fit testing, etc.
• Provide support, partnership, and training to other market Training Coaches nationally, as needed.
• Attends mandatory operations/learning meetings on behalf of Training Specialist in their absence.
• Conduct patient registration, which includes securing required paperwork and insurance documentation, and verification of insurance and patient eligibility.
• Process co-pays and schedule patient appointments for assigned center.
• Coordinate provider referrals to assigned Specialist.
• Answer patient questions regarding their care and keep them informed of their status.
• Inform technical staff of patient flow.
• Prepare patients for examination, which includes conducting interviews to verify patient information, record medical history; confirm purpose of visit; etc.
• Perform preliminary physical test (blood pressure, weight, temperature, etc.) for vital signs and escalate critical cases to provider as needed.
• Conduct point of care testing as needed (i.e., flu, strep, urinalysis, ECG, HCG); and provide patient information to provider.
• Responsible for stocking supplies and maintenance of exam rooms, front desk, and reception area; ensure providers have medical supplies needed.
• Responsible for completing order sheets to maintain supply inventory levels; regularly check expiration dates on supplies.
• Responsible for maintenance of medical records and scanning charts to patient files.
• Answer phone calls, collect and sort daily incoming and outgoing postal correspondence.
• Ensure reception area is well maintained.
• Conduct courtesy call-backs for patient follow-up.
• Follow operating instructions to perform and document daily controls and calibration of equipment; maintain Quality Assurance/Quality Control logs for equipment troubleshoot breakdowns, perform preventive maintenance, and submit repair tickets as needed.
• Other patient care responsibilities as defined in the Medical Assistant Guideline document.
• Ability to work a flexible schedule that includes evenings and weekends.

All other duties as assigned.

Note:  this job description is not inclusive of all the duties of the position.  You may be asked by leaders to perform other duties.  Management reserves the right to revise this position description at any time. 

Physical Requirements

Indicate the appropriate physical requirements of this job in the course of a shift. 

Occasionally – Activity or condition exists up to 1/3 of the time.

Frequently – Activity or condition exists from 1/3 to 2/3 of the time.

Constantly – Activity or condition exists 2/3 or more of the time.

*Please note that employees must be able to perform the entire range for each physical demand task marked Occasionally, Frequently, and Constantly.

General Activity

Motion 

Lifting/Carrying

Pushing/Pulling

Stand/Walk

Sit

Drive

Bend

Squat

Crawl

Climb

Reach

Up to 10 pounds

Up to 25 pounds

Up to 50 pounds

Up to 100 pounds

More than 100 pounds

Up to 10 pounds

Up to 25 pounds

Up to 50 pounds

Up to 100 pounds

More than 100 pounds

Occasionally

Occasionally

Occasionally

Occasionally

Frequently

Frequently

Frequently

Frequently

Constantly

Constantly

Constantly

Constantly

Never/Rarely

Never/Rarely

Never/Rarely

Never/Rarely

Additional Requirements

Please list