Digital Access Coordinator

Site: Mass General Brigham Incorporated

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

Qualifications:

• Bi l ingual/Multi lingual 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

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

Hybrid

Work Location

640 Centre Street

Scheduled Weekly Hours

40

Employee Type

Regular

Work Shift

Day (United States of America)

Pay Range

$19.81 - $28.30/Hourly

Grade

3

At Mass General Brigham we believe in recognizing and rewarding the unique value each team member brings to our organization. Our approach to determining base pay is comprehensive and any offer extended will take into account your skills relevant experience if applicable education certifications and other essential factors. The base pay information provided offers an estimate based on the minimum job qualifications; however it does not encompass all elements contributing to your total compensation addition to competitive base pay we offer comprehensive benefits career advancement opportunities differentials premiums and bonuses as applicable and recognition programs designed to celebrate your contributions and support your professional growth. We invite you to apply and our Talent Acquisition team will provide an overview of your potential compensation and benefits package.

EEO Statement:

0100 Mass General Brigham Incorporated is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race color religious creed national origin sex age gender identity disability sexual orientation military service genetic information and/or other status protected under law. We will ensure that all individuals with a disability are provided a reasonable accommodation to participate in the job application or interview process to perform essential job functions and to receive other benefits and privileges of employment. To ensure reasonable accommodation for individuals protected by Section 503 of the Rehabilitation Act of 1973 the Vietnam Veterans Readjustment Act of 1974 and Title I of the Americans with Disabilities Act of 1990 applicants who require accommodation in the job application process may contact Human Resources at .

Mass General Brigham Competency Framework

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