Telehealth Patient Navigator

North Shore Community Health Inc•Salem, MA

About The Position

The Telehealth Patient Navigator helps patients access telehealth care at North Shore Community Health, with the goal of promoting equitable access to telehealth services, care, and treatment. The role provides culturally appropriate education about telehealth, supports new-patient registration and MyChart enrollment, and works one-on-one with patients and providers to help ensure smooth access to telehealth appointments. The Navigator also supports community outreach activities to increase patient and community engagement. This is a grant-funded position. Continued employment depends on the availability and continuation of grant funding and organizational needs. The role operates in a professional, fast-paced, collaborative environment and involves regular interaction with colleagues, supervisors, and clients in person, by phone, and through digital communication platforms. Standard office hours apply, with occasional flexibility needed for deadlines, meetings, or organizational needs. Work may involve extended sitting or standing and use of computers and standard office equipment. Travel to multiple sites within a day may be required, and there is potential exposure to infectious diseases. North Shore Community Health is a community-based safety-net healthcare organization providing primary care, dental services, behavioral health care, care management, pharmacy services, substance use disorder treatment, nurse care management, and insurance enrollment assistance. The organization serves communities through sites in Gloucester, Peabody, and Salem, as well as school-based health centers. NSCH states that it is committed to diversity, equitable care, and supporting employees with benefits and other resources.

Requirements

High school diploma or equivalent required.
Two years of clerical or administrative support experience; experience in a medical office setting is ideal.
Demonstrated strong communication skills with individuals and/or groups.
Strong analytical, problem-solving, and planning skills.
Ability to prioritize multiple projects on an ongoing basis.
Ability to work independently and engage with teams across the organization.
Strong computer skills and ability to quickly adapt to an electronic health record and Microsoft Office applications.
Maintain strict adherence to the NSCH Confidentiality policy.
Incorporate NSCH Guiding Principles and Mission Statement into daily activities.
Comply with NSCH personnel policies and procedures.
Comply with annual vaccination and health-screening requirements. COVID-19 vaccination is required as a condition of employment unless a religious or medical exception is granted; proof must be provided and vaccination completed before the first day of employment.
Occasional lifting of materials, such as boxes or equipment, weighing up to 50 pounds.
Ability to sit or stand at a desk for extended periods and consistently use computers and telephones.
May be required to travel to multiple sites within a single day.

Nice To Haves

Spanish or Portuguese language skills preferred; Spanish is specifically noted as preferred in the education and experience section.
Associate degree or higher preferred.
Experience in a community health center and/or related health, human services, or social services agency preferred.
Experience working with patients with chronic behavioral health needs is a plus.
Enthusiasm, passion for helping patients, and an empathetic nature.

Responsibilities

Provide digital literacy education to patients and families to increase confidence and encourage use of video telehealth visits.
Identify and assist new patients with registration, including verifying or updating insurance, completing required consents, and explaining payment options.
Schedule uninsured patients with a Patient Navigator to apply for MassHealth, HSN, ConnectorCare, or NSCH’s sliding fee scale program.
Enroll patients in MyChart and explain its benefits for communicating with the care team outside appointments.
Reduce behind-the-scenes barriers that may complicate video telehealth visits.
Identify best practices for telehealth services for stigmatized populations and adapt them for delivery at NSCH.
Develop communications, guides, and other materials to prepare patients for video telehealth visits.
Use appropriate technology, including computers, for work-related communication in accordance with NSCH requirements.
Provide eight hours per week of support for community outreach activities coordinated through the external relations department.
Perform other duties as assigned.