Digital Access Coordinator
Job Location:
Jamaica Plain, MA - USA
Hourly Salary:
Posted:
Application Deadline:
Vacancies:
Job Summary
Mass General Brigham relies on a wide range of professionals including doctors nurses business people tech experts researchers and systems analysts to advance our mission. As a not-for-profit we support patient care research teaching and community service striving to provide exceptional care. We believe that high-performing teams drive groundbreaking medical discoveries and invite all applicants to join us and experience what it means to be part of Mass General Brigham.
Job Summary
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.
Responsibilities:
- Contact patients identified via telephone or in clinical setting to assist in enrollment to Epics 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 Womens Phyllis Jen Center for Primary Care
- Other duties and responsibilities as assigned
Qualifications
- Bilingual/Multilingual in English and Spanishrequired
- 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 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
Additional Job Details (if applicable)
Hybrid Working Model:
- 2 days/wk onsite at Southern Jamaica Plain Health Center and 2 days/wk at Brigham and Womens Phyllis Jen Center for Primary Care
- 1 day/wk Remote
- Eastern Business Hours
- Remote work must be done in a secure HIPPA compliant workspace
Remote Type
Work Location
Scheduled Weekly Hours
Employee Type
Work Shift
Pay Range
$19.81 - $28.30/HourlyGrade
3EEO Statement:
At Mass General Brigham our competency framework defines what effective leadership looks like by specifying which behaviors are most critical for successful performance at each job level. The framework is comprised of ten competencies (half People-Focused half Performance-Focused) and are defined by observable and measurable skills and behaviors that contribute to workplace effectiveness and career success. These competencies are used to evaluate performance make hiring decisions identify development needs mobilize employees across our system and establish a strong talent pipeline.
Required Experience:
IC
About Company
Patients at Mass General have access to a vast network of physicians, nearly all of whom are Harvard Medical School faculty and many of whom are leaders within their fields.
