Description
Provide coaching and education to all assigned members in accordance with departmental training, policies, and protocol.
Schedules sessions to meet productivity expectations, performance, and quality standards.
Uses evidence based coaching skills and health information, works with members to set health related goals, and develop and implement effective strategies to reach those goals.
Creates and sustains a supportive member-focused environment for behavior change.
Identifies and documents member safety concerns, routes concerns through Case Review team, and acknowledges recommendations from the team to appropriately work with members.
Assists participants in developing personalized plans to manage targeted conditions and collaborates with them to identify relevant health goals and effective strategies to achieve those goals.
Provides education on evidence-based information, conservative care options, and self-care.
Meets or exceeds established performance expectations related to coaching skills, customer service, documentation, quality, customer satisfaction, and outcomes improvement.
Stays within coaching scope and does not provide clinical advice, prescription, recommendations, or counsel.
Uses established systems to document session notes, data, outcomes, and other administrative details of all assigned members and cases, while gathering information from assigned members and accurately entering details and data into coaching records, other electronic systems, and communication logs, including the Quality Assurance (QA) process.
Maintains accurate, up-to-date, and confidential records of all coaching sessions with members.
Documents and sends referrals to physician’s offices or other referral sources as required by client contract or department protocol. Manages any follow-up necessary for members.
Effectively manages time to meet appointment expectations, complete administrative tasks, and meet training requirements as required by the department and company.
Serves as an emergency responder to urgent medical and behavioral issues or concerns arising on coaching or customer service calls.
Completes Clinical Quality Assurance team tasks as assigned.
Conducts review of assigned medical risk cases within expected turnaround time.
Attends Clinical QA Team meetings to support review of complex cases.
Participates in Clinical QA process and quality improvement initiatives as requested.
Completes accurate and timely documentation and escalation of all assigned Clinical QA tasks and cases.
Requirements
Clinical Health Coaches must meet one of the following:
Bachelor’s degree in Nursing (RN, APRN, etc.) with an active clinical license
Bachelor’s degree in Dietetics (RD or RDN) with an active dietetic license
Master’s or doctorate degree in a physical health-related field that possess an active professional clinical license (Physical Therapists, Chiropractors, and Occupational Therapists)
Must comply with all recertification requirements including continuing education and renewals to keep clinical licensure up to date.
At least 2 years clinical experience, beyond education and training, in a clinical setting required, with experience in musculoskeletal condition management preferred.
Additional job-related and company approved certifications (e.g., coaching, counseling, health education, nutrition, exercise, or mind body) a plus.
Experience in health education or coaching in the areas of nutrition, weight management, physical fitness/exercise, tobacco cessation, relaxation skills (mind/body techniques), or pain management preferred.
Work experience in applying cognitive behavioral techniques is highly desirable.
Obtains additional company sponsored certifications or licenses upon request.
Ability to create and maintain a supportive, member-focused space for behavior change.
Effectively utilize empathy and motivational coaching techniques to help members overcome challenges and achieve health-related goals.
Adeptly tailor coaching techniques to a diverse customer base.
Apply clinical knowledge, judgment, and critical thinking in a non-medical environment.
Manage risk and make independent decisions related to member safety during coaching sessions, including responding to emergencies regarding physical and/or mental health.
Translate technical, scientific information into simple terms and present it in an accessible learning style.
Learn and implement various coaching skills, specifically cognitive behavioral coaching techniques, to present health management options.
Present evidence-based self-care and conservative care information to improve health status and functioning and enhance the use of healthcare services.
Engage individuals to motivate improvement in overall wellbeing, including emotional, social, and physical aspects.
