Training Coach (MA)

UPMC, one of the nation's leading health care providers, and
GoHealth Urgent Care, an on-demand consumer-centric care company, are
operating urgent care centers across Pennsylvania and West Virginia.

At UPMC-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. We would love for you to become a member of our team!

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
• High school diploma or equivalent required

Work Experience:

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

Required Licenses/Certifications

Basic Life Support (BLS), obtained through the American Red Cross (ARC) or
American Heart Association (AHA), required at the time of hire.

One of the following certifications is required at time of hire:

• 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)
• 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

Essential Functions

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.