Success Coach

Position:Success Coach

Classification: Full-Time, Non-Exempt

Reports to: Success Coach Lead

Date: January 2024

MISSION: Futuro Health launched in 2020 to address the critical shortage of workers in the healthcare sector. Our nonprofit mission is to improve the health and wealth of communities by growing the largest network of allied healthcare workers in the nation. Initially funded by a $130 million investment from Kaiser Permanente through a collective bargaining agreement with SEIU-UHW, Futuro Health has since grown to have a portfolio of funders, grants and contracts to do our work that is life changing. Every year, thousands of diverse adults become Futuro Health Scholars and pursue training to earn their credentials for a wide array of in-demand allied healthcare roles.

What sets Futuro Health apart is our comprehensive approach to supporting Futuro Health Scholars throughout their education journey and our deep expertise in the healthcare sector. We address the healthcare workforce shortage by personalizing education journeys for diverse adults to enter into allied healthcare careers at low or no-cost. More on Futuro Health can be found at www.FuturoHealth.org.

OUR VALUES

- We keep Scholars, communities, and equity at the center of our work.

- We design solutions that are agile, inclusive, and scalable.

- We earn and maintain trust through collaboration and accountability.

- We pave the way with leading-edge practices.

- We use data science to inform continuous improvement.

- We look toward the future and embrace new opportunities.

Why Should You Join Futuro Health: Do you seek to change lives for the better? Do you want a role in a nonprofit focused on designing solutions and bringing direct services to make a difference to Scholars, communities and the nation? Have you shown grit when it comes to taking on challenges and pushing forward to resolution?

Our team of talents share a commitment to Futuro Health’s nonprofit mission. We celebrate the opportunity to transform lives through our purpose-driven work. We bring our skillsets, a can-do attitude, and a collaborative approach to our everyday work of forging workforce development models that apply best practices. We know it takes collective effort to design adult-friendly, inclusive, agile, and scalable solutions that meet the big challenges of the day -- ranging from worker shortages, social and economic mobility, to equity in care. If these qualities speak to you, apply to become part of the Futuro Health team.

Position Summary:

The Success Coach’s role is to support Futuro Health scholars throughout their educational journey. Success Coaches will assess readiness and provide success and enrollment coaching. Coaches will be expected to contribute towards conversion as the scholars' progress from prospective students to graduates. The navigator will need to uphold brand loyalty as a representative of Futuro Health through facilitation of professional and meaningful student interactions.

Primary Duties and Responsibilities:

• Contribute to retention, enrollment conversion, and/or career outcomes through effective coaching
• Manage student caseload; building relationships, identifying academic and financial concerns, and providing solutions for course completion when students face obstacles preventing them from completing their courses.
• Maintain accurate and up to date scholar information in the database; including but not limited to the regular update of student statuses, detailed conversational notes, and secure document collection
• Use best practices and sound judgement to coach students with various personal challenges and identify when a student is in crisis, escalating appropriately
• Maintain knowledge on all facets of Futuro Health and its mission to accurately reflect the role of Futuro Health in a scholar’s
• Work with scholars to develop a plan to achieve their academic and career goals, assessing their unique obstacles and opportunities for success.
• Assist prospective students in effectively navigating admissions and enrollment processes to ensure they meet deadlines
• Coordinate with educational partners to support student enrollment and program completion
• Meet exceptional customer service standards, responding in a timely manner to voicemails, text messages, emails according to service standards and outreach scheduling
• Communicate professionally with partners and students
• Work closely with the team to ensure that student escalations are coordinated by urgency level and addressed in a timely manner
• Must protect the confidentiality of student personal information and comply with Family Educational Rights and Privacy Act (FERPA)
• Must comply with all company procedures and policies, including company privacy and security policies
• Other duties as assigned

Qualifications:

• Three (3) years prior work experience in business, education, counseling, or another related field
• Knowledge of college and higher education healthcare training programs and curriculums a plus
• Ability to de-escalate a negative interaction
• Ability to retain and utilize substantial amounts of detailed information
• Strong written and verbal communication skills demonstrated through email, text, phone, and in person.
• Demonstrated ability to meet deadlines, handling and prioritizing simultaneous requests
• Creative and analytical thinker with strong problem-solving skills
• Ability to work in a fast-paced environment and respond well under pressure
• Must have keyboarding, spelling/grammar, and intermediate computer literacy.

Education:

Bachelor’s degree or equivalent experience in a Service role or Allied Healthcare setting. Previous experience as a student advisor or coach is a plus.

Work Environment/Travel:

This is a remote role. Travel will also be required to attend meetings and conferences.

Supervisory Responsibility:

This role does not have supervisory responsibility over other staff.

Physical Demands: The capacity to lift 25 pounds is required. Able to drive, sit, stand, and walk for long periods of time. Ability to work irregular hours including after hours and weekends although this will be infrequent.

Position Type: This position is full-time. The hours may include weekends, nights and holidays.

Futuro Health is proud to be an equal opportunity employer. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status.

Job Type: Full-time

Pay: $25.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Professional development assistance
• Retirement plan
• Vision insurance

Schedule:

• 8 hour shift
• Day shift
• Monday to Friday
• Weekends as needed

Application Question(s):

• Will you now or in the future require Futuro Health to commence (“sponsor”) an immigration case in order to employ you (for example, H-1B or other employment-based cases)?

Work Location: Remote