Digital Access Coordinator

Mass General Brigham•Boston, MA

1d•$20 - $28•Hybrid

About The Position

At Mass General Brigham Digital, we pride ourselves on our ability to create maximum strategic, clinical, and operational value from established and emergent technologies for our patients, care teams, researchers, and employees. Digital health will not only enhance the equity and efficiency of healthcare delivery, but it will also help make medicine more personalized and precise. We recognize that increasing value and continually improving quality while maintaining an inclusive focus are essential to organizational excellence, and we invite you to join us on this journey. The work we do in Digital is a strategic imperative, and there is a strong and growing understanding of how together we will transform Mass General Brigham in innovative and impactful ways. 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.

Requirements

Bilingual/Multilingual in English and Spanish required
2-3 years customer service experience required
Comfortability with technology and technology terminology
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

Nice To Haves

Healthcare experience preferred
Familiarity with Virtual Healthcare delivery and concepts a plus

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