Job Description

Job Title: Training and Experience Coordinator

Location: Metro Atlanta

Reports To: Director of Experience and Staff Training

FLSA Status: Non-Exempt

Salary: $31.92 - $35.38

SUMMARY:

Working under the direct supervision of the Director of Training and Patient Experience, the Training Coordinator provides clinical, educational, operational, and administrative support in accordance with PPSE Medical Standards and Guidelines (MS&Gs), organizational policies, and all applicable state and federal regulations. The Training Coordinator supports the development, coordination, and delivery of training and onboarding programs for staff across all operational and clinical areas within the organization, with a focus on non-licensed staff. This role assists with hands-on training, orientation, onboarding, competency development, and ongoing staff education to promote consistency, quality, and operational excellence throughout the health centers.

This role serves as a resource for staff training and development and provides support for major organizational efforts including accreditation activities, service expansions, workflow implementations, and other system-wide initiatives requiring training and staffing support.

QUALIFICATION REQUIREMENTS:

To perform this job successfully an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

1. Ability to communicate effectively with multiple audiences.
2. Ability to work independently and as a team member.
3. Ability to prioritize and manage numerous projects simultaneously.
4. Self-motivated, with ability to work with little direct supervision.
5. Excellent written and verbal communication skills.
6. Accuracy and attention to detail are essential.
7. Professional appearance and attitude.
8. Availability to work flexible hours, including weekends and evenings, as required.
9. Ability and willingness to travel within Georgia (GA) and Alabama (AL).
10. Reliable means of transportation for onsite and off-site work.
11. If using a personal vehicle to drive for work purposes, a valid GA driver license and current auto insurance in compliance with the minimum requirements of GA vehicle code are required.

EDUCATION AND/OR EXPERIENCE:

1. High school diploma or equivalent required.
2. Bachelor’s degree or equivalent work experience preferred.
3. One (1) to two (2) years’ experience as a trainer, educator, preceptor, Medical Assistant, Health Center Associate, or similar healthcare operations role required.
4. Proficiency in Microsoft Office (Word, Excel, Outlook, PowerPoint) and similar software.
5. Experience with electronic health records (EHRs), patient registration, patient intake, insurance verification, patient education, and CLIA-waived laboratory testing preferred.

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.