Digital Access Coordinator
Mass General Brigham
Summary
The Digital Access Coordinator must be a customer service-oriented professional comfortable in a healthcare, business, and/or remote setting supporting newly created initiatives: providing training to orient patients to digital health tools within clinical setting, or over via telephone/video conferencing and secondly, identification of highly complex patients without access to technology and provide them with a device and/or internet, as well as training on how to leverage tools to manage their care. Reporting to the Solutions Delivery Patient Support Manager, the Digital Access Coordinators will play a critical role in the delivery of equitable health care by helping to close gaps in digital tool access and usage.
Job description
Responsibilities
- Contact patients identified via telephone or in clinical setting to assist in enrollment to Epic's MyChart (Patient Gateway). This may include patients with limited English proficiency (LEP).
- Train patients in digital health tools including but not limited to tablets, Patient Gateway, blood pressure cuffs, other patient generated health data tools
- Facilitate the dissemination and retrieval of patient tablets and patient generated health data tools
- Assist in preparing patients for their virtual visits. This may include orienting patients with Zoom, or other virtual visit technologies
- First level support for Patient Gateway, Tablet, or other digital tools
- Work closely with bilingual help desk colleagues to warmly hand off and/or receive patient inquiries
- Work closely with programs Digital is partnering with across the Enterprise to deliver on shared goals and strategies
- Creation of program documentation (ie staff training or patient facing materials)
- Assist in ongoing development of program. This includes ongoing surveillance and improvement of initiatives.
- Provide updates or other relevant information to designated physician office/facility staff
- Requires two days at Southern Jamaica Plain Community Health Center and two days at Brigham and Women's Phyllis Jen Center for Primary Care
- Other duties and responsibilities as assigned
Qualifications
- Bilingual/Multilingual in English and Spanish required
- 2-3 years customer service experience required
- Healthcare experience preferred
- Comfortability with technology and technology terminology
- Familiarity with Virtual Healthcare delivery and concepts a plus
- Flexibility in work location, mostly focused in greater Boston
Skills and Abilities
- Strong commitment to customer service
- Strong intrapersonal skills and communication skills given focus of initiative
- Ability to learn and quickly adapt as the program develops
- Excellent coordination skills given various logistical components of program
- Ability to prioritize and resolve critical issues efficiently and effectively
- Train clinic staff on basic digital health tools and workflows while collaborating effectively across multidisciplinary teams to ensure coordinated patient support
- Experience with Microsoft Office applications
- Ability to work independently
- Ability to flex within a dynamic organization/policy environment
Requirements
- Bilingual/Multilingual in English and Spanish required
- 2-3 years customer service experience required
- Healthcare experience preferred
- Comfortability with technology and technology terminology
- Familiarity with Virtual Healthcare delivery and concepts a plus
- Flexibility in work location, mostly focused in greater Boston
- Strong commitment to customer service
- Strong intrapersonal skills and communication skills
- Ability to learn and quickly adapt
- Excellent coordination skills
- Ability to prioritize and resolve critical issues efficiently and effectively
- Train clinic staff on basic digital health tools and workflows
- Experience with Microsoft Office applications
- Ability to work independently
- Ability to flex within a dynamic organization/policy environment
Benefits
- Health insurance
- Career advancement opportunities
- Differentials
- Premiums
- Bonuses
- Recognition programs
Company overview
Mass General Brigham is one of the largest integrated healthcare delivery systems in the United States, formed through the merger of Massachusetts General Hospital and Brigham and Women's Hospital. Based in Boston, Massachusetts, this academic medical center system operates multiple hospitals, specialty facilities, and community health centers throughout New England. The organization is renowned for its world-class patient care, cutting-edge medical research, and comprehensive medical education programs. As a teaching affiliate of Harvard Medical School, Mass General Brigham trains the next generation of healthcare professionals while advancing medical science through groundbreaking research initiatives. The system provides a full continuum of healthcare services, from primary care and preventive medicine to complex specialty treatments and emergency services. With a focus on innovation and patient-centered care, Mass General Brigham consistently ranks among the top hospital systems in the nation for clinical excellence and research output.