Coordinator, PACE Assistant Training Specialist, Referrals & Communications

Pace Assistant Training Specialist

Thank you for your interest in a career at NeighborHealth, formerly East Boston Neighborhood Health Center! As one of the largest community health centers in the country, NeighborHealth is proud to serve the greater Boston area with a strong commitment to the health and well-being of our patients and communities. Whether you're a nurse or physician providing direct care, a manager leading dedicated teams, or part of the essential support staff who keep our operations running smoothly every role at NeighborHealth is vital. Together, we're advancing medicine and delivering the best care experience for our patients and community!

The PACE Assistant Training Specialist PACE Referrals and Communications Department supports the training and development needs of the team by assisting in the creation, coordination, and delivery of training programs for both new hires and existing team members. This position plays a vital role in ensuring that staff and contracted external agents are equipped with the skills and knowledge needed to provide exceptional service for the PACE Program. Through virtual training sessions, call monitoring, and quality assurance activities, the Assistant Training Specialist ensures adherence to quality standards, identifies opportunities for improvement, and fosters a culture of continuous learning and professional development. PACE Assistant Training Specialist remains proficient in ability to carry out day to day responsibilities of Referrals and Communication Coordinators, including responsibility for providing the highest level of customer service to all callers to the PACE program while efficiently processing all calls and referrals and doing whatever is possible to meet the needs callers and participants. This proficiency includes knowledge of scheduling all external and internal appointments, scheduling all Transportation related to appointments, following all workflows regarding proper channeling of calls and referral processing, collaborating with the Center Secretaries and Transportation Schedulers to ensure good coordination between the PACE Centers, IDTs, and Transportation staff for maximum efficient use of resources. This role works collaboratively with the Referral and Communications Manager, Operations Coordinator, and other team members to maintain alignment between training initiatives and department goals.

Essential Duties & Responsibilities :

• Assist in the development and maintenance of comprehensive training materials, presentations, and guides for department staff and external call agents.
• Coordinate and deliver virtual training sessions for Skycom contracted agents and other external agencies, ensuring all necessary materials are available.
• Support new hires and existing team members through structured training programs designed to improve their knowledge of referral workflows, communication processes, and system use (e.g., Epic, TripMaster, Touchpoint).
• Monitor the effectiveness of training programs by gathering feedback and tracking improvements in performance metrics.
• Collaborate with the PACE Operations Coordinator to identify training needs based on performance trends and process changes.
• Review live and recorded calls to evaluate service quality, compliance with procedures, and communication effectiveness.
• Ensure that all calls meet PACE's quality standards and provide actionable insights to improve service delivery.
• Update and refine quality scorecards and evaluation forms to ensure alignment with departmental objectives.
• Maintain records of evaluations and prepare reports highlighting trends, strengths, and areas for improvement.
• Provide constructive, personalized feedback to call agents based on performance evaluations.
• Conduct one-on-one coaching sessions to address specific challenges and skill gaps.
• Under supervision of PACE Referral and Communications Manager - Work closely with the PACE Operations Coordinator to address recurring performance issues and implement targeted corrective actions.
• Assist agents in overcoming challenges identified during training or live calls, offering real-time guidance when necessary.
• Lead virtual training sessions for external agents, ensuring they understand referral processes, communication standards, and compliance requirements.
• Serve as a primary point of contact for training-related inquiries from Skycom or other external partners.
• Ensure external agents adhere to PACE's protocols and quality expectations through ongoing evaluations and refresher training.
• Work closely with the PACE Referral and Communications Manager and PACE Operations Coordinator to align training initiatives with departmental goals.
• Stay current with industry best practices, tools, and technologies to enhance training delivery and quality monitoring processes.
• Participate in departmental meetings, contributing to strategies for improving workflows, communication standards, and overall team performance.
• Ensure that staff and external agents adhere to regulatory requirements and organizational policies.
• Report any compliance issues to the PACE Referral and Call Center Manager and recommend corrective actions.
• Prepare and present reports on training outcomes, agent performance, and quality assurance metrics.
• Analyze data to identify trends and recommend strategies for improving training and service quality.
• Promote teamwork and collaboration within the department and across PACE Centers.
• Maintain a working knowledge of transportation scheduling / dispatching software and act as a point of contact for basic troubleshooting.
• Collaborate with external stakeholders, such as the NeighborHealth Referrals Department and Contact Center, to improve workflows and share efficiencies.
• Work closely with PACE Center staff, transportation teams, and other departments to ensure smooth coordination of appointments and transportation.
• Participate in departmental meetings and activities, providing insights and feedback to improve operations.
• Fully cross-trained to function as a Referral Coordinator.
• Perform additional duties as assigned to support departmental and organizational goals.

Education : High School, college degree preferred

Experience : Strong computer skills : Windows, Outlook, and experience with EMR preferred. Able to work effectively with the Interdisciplinary Team. Excellent critical thinking skills with the ability to prioritize and problem solve independently. Ability to work well in a fast-paced, multi-functional environment.

Skills / Abilities : Strong computer skills. Good communication skills. Ability to work independently. Strong critical thinking skills. Spanish Speaker Preferred

Pay Range : Starts at $22 / hr up to $33 based on experience

EEO & Accommodation Statement : NeighborHealth is an equal employment / affirmative action employer. We ensure equal employment opportunities for all, without regard to race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, gender identity and / or expression or any other non-job-related characteristic. If you need accommodation for any part of the application process because of a medical condition or disability, please send an e-mail to HRrecruit@NeighborHealth.com or call 617-568-4480 to let us know the nature of your request.

Federal Trade Commission Statement : According to the FTC, there has been a rise in employment offer scams. Our current job openings are listed on our website. We do not ask or require downloads of any applications, or "apps." Job offers are not extended over text messages or social media platforms. We do not ask individuals to purchase equipment for or prior to employment.

E-Verify Program Participation Statement : NeighborHealth participates in the Electronic Employment Verification Program, E-Verify. As an E-Verify employer, all prospective employees must complete a background check before beginning employment.