Digital Access Coordinator

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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 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

Qualifications:

Bilingual/Multilingual in English and Spanish required2-3 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…