Digital Access Coordinator - Spanish

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  Flexibility to work in multiple locations in greater Boston, as needed.
• Primary work location is at the BWH Phyllis Jen Center. Work location may change as program needs evolve. Changes will always be discussed with employee well in advance and preferences taken into account when possible.
• Opportunity for one remote work day per week.

We’re focused on a people-first culture for our system’s patients and our professional family. That’s why we provide our employees with more ways to achieve their potential. Mass General Brigham is committed to aligning our employees’ personal aspirations with projects that match their capabilities and creating a culture that empowers our managers to become trusted mentors. We support each member of our team to own their personal development—and we recognize success at every step.

Our employees use the Mass General Brigham values to govern decisions, actions and behaviors. These values guide how we get our work done: Patients, Affordability, Accountability & Service Commitment, Decisiveness, Innovation & Thoughtful Risk; and how we treat each other: Diversity & Inclusion, Integrity & Respect, Learning, Continuous Improvement & Personal Growth, Teamwork & Collaboration.

GENERAL SUMMARY / OVERVIEW:
The Digital Health department delivers on the Board’s vision to advance a culture of treating patients with dignity, respect and equity; within our institutions and in the communities, we serve; promote a reliable, consistent, and coordinated care experience across institutions; and achieve the best clinical outcomes possible. Seeking customer service-oriented professionals comfortable in a healthcare, business, and / or remote setting supporting two newly created initiatives: 1. Providing training to orient patients to digital health tools within clinical setting, or over via telephone / video conferencing 2. 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 Program Manager of Digital Access, and under the guidance of the Office of the Chief Medical Officer, the Digital Access Coordinators will play a critical role in the delivery of equitable health for all of our patients by helping to close gaps in digital tool access and usage.

PRINCIPAL DUTIES AND 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 Patient Gateway, virtual visits, tablets, 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

• Provide first level technical support for Patient Gateway, Tablet, or other digital tools and escalate to appropriate channels as necessary

• Work closely with bilingual help desk colleagues to warmly hand off and / or receive patient inquiries

• Work closely with programs Digital Health 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

• Other duties as requested/assigned

  
  

QUALIFICATIONS:

• High School Diploma or GED
• Bilingual in Spanish (required)
• Experienced in customer service
• Healthcare experience preferred
• Comfort with technology and technical terminology
• Familiarity with virtual healthcare delivery and concepts a plus
• This is a fully onsite role and the primary location will be at the Brigham and Women’s Hospital in the Phyllis Jen Center, 75 Francis Street, ASBI 2nd Floor, Boston, MA 02115. Flexibility in work location around greater Boston. Work location may change as program needs evolve. Changes will always be discussed with employee well in advance and preferences taken into account when possible.

SKILLS/ABILITIES/COMPETENCIES:

• Strong commitment to customer service
• Strong interpersonal skills and communication skills
• Ability to learn and quickly adapt as the program develops
• Excellent organization and coordination skills
• Ability to prioritize and resolve critical issues efficiently and effectively
• Experience with Microsoft Office applications
• Ability to work independently
• Ability to flex within a dynamic organization/policy environment

WORKING CONDITIONS:

• Works directly with patients in a healthcare clinic environment; some remote work is possible.
• Must have reliable transportation or access to MBTA to commute to clinic location 5 days/week.