Coordinator, PACE Assistant Training Specialist, Referrals & Communications

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Time Type:

Full time

Department:

PACE Referral & Communication

All Locations:

300 Ocean Avenue – Revere

Position Summary:

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 ag