Futuro Health

Success Coach

• 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 to help students overcome obstacles for course completion.
• Ensure all major touchpoint meetings with scholars are completed or actively scheduled.
• Adhere to and maintain the contact cadence agreed upon with the scholar, ensuring all outreach attempts are documented and timely.
• Maintain accurate and up-to-date scholar information in the database, including but not limited to regular updates of student statuses, detailed conversational notes, and secure collection of documents.
• Use best practices and sound judgment to support students facing personal challenges, identifying and appropriately escalating crisis situations.
• Work with scholars to develop a plan to achieve their academic and career goals while assessing their unique obstacles and opportunities for success.
• Assist prospective students in effectively navigating admissions and enrollment processes to ensure they meet deadlines.
• Collaborate with educational partners and pathway managers, under lead supervision as necessary, to facilitate student enrollment and ensure program completion.
• Communicate professionally with partners and students.
• Assist team members with meetings and student outreach as needed to ensure quality standards are met consistently.
• Meet exceptional service standards, responding in a timely manner to voicemails, text messages, emails according to service standards and outreach scheduling.
• Maintain knowledge on all facets of Futuro Health and its mission to accurately reflect the role of Futuro Health in a scholar’s journey.
• Work closely with the team to ensure that student escalations are coordinated by urgency level and addressed in a timely manner.
• Monitor student data pass back and update student records regularly to ensure data accuracy.
• To maintain security, employees are required to read, understand, and follow company security policies.
• Must protect the confidentiality of student personal information and comply with the Family Educational Rights and Privacy Act (FERPA).
• Must comply with all company procedures and policies, including company privacy and security policies.

Advisor

• Work closely with scholars to evaluate their readiness for technical programs, taking into account their educational background, career goals, and personal circumstances.
• Contribute to scholar retention, enrollment conversion, and/or career outcomes through outreach to prospective scholars.
• Review application requirements and prerequisites with scholars, providing clear and concise explanations of the necessary steps and documents required for enrollment.
• Provide personalized guidance and support to scholars throughout the application and enrollment process, addressing their questions and concerns and assisting them in making informed decisions in program choice.
• Disseminate accurate and up-to-date information about technical programs, including curriculum details, program benefits, and potential career outcomes.
• Maintain accurate and up to date student information using CRM; including but not limited to the regular update of student statuses, detailed conversational notes, and secure document collection.
• Log and analyze data related to student obstacles and outcomes.
• Use CRM systems to track scholar information and maintain detailed conversational notes related to scholar interactions.
• Recognize and respond appropriately to scholars facing enrollment-related challenges or crises, providing referrals to support services as needed.
• Maintain a comprehensive understanding of the technical programs offered, including admission criteria, prerequisites, and program-specific details.
• Establish and maintain effective communication channels with scholars, colleagues, and other departments within Futuro Health.
• Advocate on behalf of scholars by tracking their progress and areas of difficulty, providing feedback to improve the enrollment process.
• Collaborate with coaching team, Ed Providers, and Programs team when necessary to streamline the enrollment process and resolve any application-related issues.
• Assist scholars in meeting enrollment timelines to ensure a seamless enrollment experience.
• Provide exceptional customer service by promptly responding to scholar inquiries through various communication channels, such as phone, email, text, and in-person meetings.
• Guide learners through career exploration: helping them identify interests, transferable skills, and educational and career pathways aligned with their goals.
• Crosstrain and provide support in other Scholar Support roles, including Help Desk, Outreach, Coaching Support, Post-Graduation Communications, Group Advising Sessions, etc.

Enrollment Advisor

Accounts Payable

• Maintain Futuro Health accounts payable email inbox and track all AP invoices in a timely manner.
• Demonstrate familiarity with Bill.com systems and Sage/Intacct accounting system.
• Set up new vendor records accurately and in a timely manner, including but not limited to name, address, payment method, tax code, and 1099 classification; maintain and update existing vendor records as needed.
• Set up payment methods (check, ACH, Bill.com network ID) accurately and in compliance with established procedures.
• Maintain W-9 documentation; assist the Director of Finance and Accounting with 1099 processing.
• Process AP invoices through Bill.com and Sage Intacct, including but not limited to obtaining proper approvals, assigning GL codes, and ensuring accurate coding and documentation.
• For non–education provider invoices, track signed contracts and monitor total invoice amounts against contract terms; communicate discrepancies to the supervisor or stakeholder promptly.
• For all invoices from education providers, perform complex reconciliations against internal scholar data from the database.
• Participate in training related to tuition calculations and reconciliation; advanced Excel skills or willingness to learn are required.
• Identify discrepancies and communicate with internal stakeholders and external vendors in a timely manner; investigate and resolve issues effectively.
• Ensure AP records in Bill.com synced with Sage Intacct in a timely, complete, and accurate manner.
• Participate in meetings with new and existing education providers and provide ongoing training on invoicing processes.
• Maintain employee credit cards, including but not limited to ordering and issuing cards.
• Manage employee reimbursements, including but not limited to expense coding and tracking approvals.
• Provide training to new employees on reimbursement processes and credit card usage during onboarding.
• Assist the Director of Finance and Accounting with financial reporting and ensure compliance with federal, state, and local regulations related to accounts payable and financial reporting.
• Support annual audits and resolve related issues.
• Provide backup support and assist with AR billing as needed.
• Perform other duties in support of organizational goals.

Accounts Payable Specialist

People Operations

• Translate organizational priorities into actionable people strategies that support growth, execution, and impact.
• Partner with executive leadership to anticipate workforce needs, identify risks, and build plans that enable business outcomes.
• Ensure organizational design, roles, and capabilities are aligned with strategic goals.
• Lead end-to-end talent strategies including workforce planning, recruitment, onboarding, development, and retention.
• Build a strong internal talent bench through succession planning, leadership development, and career pathway design.
• Strengthen manager capability in coaching, performance management, and team leadership.
• Serve as the lead advisor on sensitive and complex employee relations matters, applying sound judgment and discretion.
• Navigate difficult personnel situations with clarity, fairness, and a focus on organizational health.
• Drive a performance culture grounded in clear expectations, regular feedback, and accountability.
• Oversee performance management processes that are practical, consistent, and aligned with organizational values.
• Support leaders in addressing underperformance and making tough decisions when needed.
• Oversee core HR operations including HRIS, compensation and benefits management, policies, retirement plan, and compliance.
• Ensure systems and processes are efficient, scalable, and aligned with the organization’s people strategy.
• Manage vendor relationships and continuously improve the employee experience through streamlined operations.
• Maintain strong compliance with federal, state, and local employment laws and nonprofit requirements.
• Proactively mitigate risk while avoiding unnecessary bureaucracy or process burden.
• Balance legal requirements with practical, people-centered solutions.
• Steward and strengthen organizational culture, ensuring Futuro Health’s mission and values are consistently reflected across performance, collaboration, and employee experience.
• Lead enterprise-wide engagement efforts, including All-Hands planning, and serve as a trusted, visible connector for employees around culture, connection, and belonging.
• Partner with leaders to build high-performing, inclusive teams that drive engagement, accountability, and long-term talent retention.

Director, People & Engagement

Account Manager

• Stakeholder Engagement: Identify and vet qualified educational partnership opportunities.
• Conduct potential partner evaluations to ensure alignment with the Futuro Health mission and quality program offerings.
• Understand the workflows of Futuro Health operations and explain how it will fit into each potential partner’s journey to ensure alignment across partnership development and implementation.
• Build and manage relationships with potential partners to ensure timely communication and onboarding.
• Assist with planning, implementing, and attending geotargeted events, meetings, etc.
• Collaborate with team members and other departments within the organization to obtain needs assessments, outreach priority, and other areas of opportunity.
• Program & Relationship Management: Develop and maintain strategic relationships and partnerships with assigned education partners to ensure student and organizational success.
• Collaborate with local healthcare educational programs, employers, and other stakeholders to foster strong relationships and drive positive results.
• Manage the delivery of educational and training programs in assigned areas that are tailored to the needs of the local healthcare workforce.
• Communicate with the scholar support team on any changes in educational programs or processes for scholar success.
• Manage and resolve escalations from scholar support and partners to ensure concerns are addressed appropriately and partnership activities remain in compliance with agreed-upon contract terms.
• Effective usage of necessary tools, resources, systems, etc. to effectively perform the role.
• Support the Educational Experience Director with coordination and execution of project activities, ensuring adherence to timelines and objectives.
• Travel to meeting destinations as applicable to the project grant deliverables.
• Reporting & Evaluation: Assist in the collection and analysis of data to evaluate partnership and project outcomes and impact.
• Accurate and up to date reporting and data entry via CRM to enhance visibility to stakeholder status and track progress.
• Monitor partnership data to ensure accurate and complete incoming and outgoing data.
• Evaluate partner performance on an ongoing basis to determine whether partnerships should be maintained, expanded, restructured, or concluded based on alignment, effectiveness, and mutual value.
• Continuous Improvement: Contribute to identifying opportunities for project improvement and innovation.
• Support the implementation of best practices and process enhancements to optimize overall success.
• Collaborate with other departments to gain insight and align strategies with company objectives.
• Consistently review partnership workflows and processes to identify areas for improvement and enhanced efficiency.
• Remain up to date with industry trends to improve the quality of the educational partnerships sourced and secured.

Regional Education Partnership Manager

Learning and Development

• Collaborate with curriculum writers, SMEs, and the instructional design team to design, develop, and implement engaging instructional materials, courses, and programs.
• Apply established instructional design frameworks (e.g., ADDIE, backward design) to support alignment between learning objectives, activities, and assessments.
• Develop learning activities, assessments, modules, and multimedia content that support learner engagement and knowledge application.
• Ensure instructional materials meet accessibility standards (e.g., ADA, Section 508, Universal Design for Learning) and reflect inclusive practices.
• Assist in evaluating instructional materials for effectiveness and recommend improvements based on feedback and data.
• Provide training, resources, and guidance to instructors and staff on instructional technologies and best practices in teaching and learning.

Success Coach

Enrollment Advisor

Accounts Payable Specialist

Director, People & Engagement

Regional Education Partnership Manager

Instructional Designer