Opportunity Overview

North Shore Community Health (NSCH) is an industry leader in exceptional delivery of community healthcare. The Telehealth Patient Navigator plays an important role in assisting patients in accessing telehealth care at North Shore, and broadband internet in general, all for the goal of creating equitable access to telehealth services, care, and treatment. They will provide culturally-appropriate education around telehealth access, assess patient’s needs regarding technology access, and otherwise work directly with scheduled patients to provide care coordination and linkages to health care and community services. The Telehealth Patient Navigator works 1:1 with patients and providers to ensure seamless access to telehealth appointments.

The Organization

North Shore Community Health is a high performing community health organization that prides itself on being a compassionate and high performing community health center, serving its surrounding communities with comprehensive and culturally competent care.

NSCH offers comprehensive primary care, dental services, behavioral health care, care management, pharmacy, substance abuse disorder treatment, nurse care management, and insurance enrollment assistance services. NSCH has ten services sites: Gloucester, Peabody and Salem Family Health Centers; the school-based health centers at Salem High School and Peabody Veterans Memorial High School; and behavioral health only services at the Bentley Academy, Collins Middle School, Horace Mann School, Bates Elementary School, and the Peabody Learning Academy. NSCH offers competitive benefit plans and as a community-based safety net healthcare provider, NSCH welcomes staff who mirror the diversity of our communities and continues on its path to furthering its commitment to being an anti-racist organization.

Mission

North Shore Community Health’s mission is to build healthy communities by providing exceptional care to all.

Vision

Healthy People | Vibrant Communities

Values

Accountability

We take our responsibility to ourselves, each other, and the NSCH Community very seriously. We understand our individual roles, and positions of power with respect to how others perceive our roles and actions. We hold ourselves accountable when we make mistakes–acknowledging the error, owning it, taking corrective actions, and moving forward. We follow through on what we commit or resolve to do.

Integrity

Integrity is the foundation of healthy relationships. We are committed to the highest ethical standards: honesty, fairness, respectfulness, and trustworthiness. We are honorable and respectful in dealings with others, and we strive to deal honestly, fairly and in a respectful, ethical, and trustworthy manner when in agreement or disagreement.

Empathy

Empathy is a deep appreciation for another’s situation and point of view, which is the basis for the golden rule and our intrinsic sense of justice. We strive to bring empathy into our interactions with each other and with our patients.

Courage

We see courage as the strength of character to stand up for our convictions and belief system. To have courage is to have the fortitude to take risks and to extend one’s behaviors, actions, and thoughts beyond one’s comfort zone. We appreciate that courage is often required to compromise. Courage is a state of mind to face adverse, difficult, and challenging situations with confidence and positive energy.

Respect

NSCH holds its patients in the highest regard. We provide care that is respectful of and responsive to individual patient needs and values. We take the time to listen to concerns, understand what is important, and provide appropriate solutions and care. We do this through coordination and integration of care, collaboration, and teamwork.

Commitment

NSCH is committed to the health and well-being of its community, patients, and staff. We demonstrate this commitment by constantly striving to align our actions with our mission, vision, and values.

EEO Statement:

We, North Shore Community Health (NSCH), are an equal employment opportunity employer. Our goal is to have a diverse workforce representative of all people, at all job levels, in the organization. We do not and will not make any personnel decisions (like recruiting, hiring, job assignments, and promotions) based on age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity, gender expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law.

https://www.nschi.org/wp-content/uploads/2022/03/nsch_eeo-policy-statement-dec-2021.pdf

Responsibilities

• Provides digital literacy education to patients and families with the goal of increasing confidence and moving patients to video telehealth visits.
• Assist NSCH patients in enrollments for state and federal programs aimed at increasing affordable broadband access.
• Perform Digital Equity screening with patients to assess needs.
• Utilizes EMR tools and provider relationships to identify patients experiencing core barriers to digital equity.
• Offer portal enrollment and support to patients, understanding that provider communication outside of visit is vital to care.
• Follow-up on internal referrals for patients who need to be seen on-site to complete their care episode.
• Works at a high-level to reduce behind the scenes barriers that may complicated video telehealth visits.
• In partnership with the Director of Patient access, develop and execute workflows aimed at bringing qualifying in-person appointments to telehealth, particularly for populations who are disproportionately seen in-person.
• In partnership with Director of Telehealth and the Director of Patient Access, identify best practices regarding telehealth services for stigmatized populations and adapt them for delivery at NSCH.
• Develops communications, guides, and other materials aimed at properly preparing patients for video telehealth visits.
• Use appropriate technology, such as computers, for work-based communication according to North Shore Community Health requirements.
• Other duties as assigned.

• Experience in a community health center setting and/or related experience in health/human services, social services agency preferred.
• BA in health or human services preferred.
• Demonstrated strong communication skills with individuals and/or groups.
• Spanish or Portuguese skills preferred.
• Experience working with patients with chronic behavioral health needs a plus.
• Strong analytical, problem solving and planning skills.
• Ability to successfully prioritize multiple projects on an ongoing basis.
• Self-motivated and self-directed to work independently as well as ability to engage with various teams across the organization.
• Strong computer skills and ability to quickly adapt to using an electronic health record and Microsoft Office applications.
• Maintains strict adherence to the NSCH Confidentiality policy.
• Incorporates NSCH Guiding Principles and Mission Statement into daily activities.
• Complies with all NSCH personnel policies and procedures.
• Additional desirable qualities include enthusiasm and passion for helping patients, and empathetic nature.
• Based at Salem Family Health center but will be expected to float to the various NSCH sites.

As a health center, NSCH expects all employees to receive all required vaccinations and health screenings each year. Moreover, as a condition of employment, all employees are expected to be vaccinated against COVID19, including providing proof of having received the COVID19 vaccine, unless a religious or medical exception is granted. All prospective employees are required to be vaccinated before their first day of employment, and proof of vaccination record must be provided with prehire paperwork. To request an accommodation from the vaccine requirement or if you have any questions about this mandate, please contact the Human Resources Department at hr@nschi.org.

At North Shore Community Health, we are dedicated to building a diverse workforce. Are you excited about this role but feel that your past experience does not align perfectly with every requirement in the job description? We encourage you to apply! Your skills may be suited for this or other roles here at North Shore Community Health

Living on the North Shore

With facilities in Salem, Peabody, and Gloucester, NSCH offers access to New England’s Coastal charm, while being just thirty minutes outside of Boston. The North Shore is connected to the city via the Rockport Commuter Rail line, which makes stops in Salem and Gloucester. The North Shore has plenty to offer, with a rich history and thriving cultural scene.

For Information Please Contact:

Talent Acquisition Department

North Shore Community Health

TalentAcquisition@nschi.org