Digital Access Coordinator - Haitian Creole (Hybrid)
Mass General Brigham(PHS)

Somerville, Massachusetts

This job has expired.


As a not-for-profit organization, Mass General Brigham is committed to supporting patient care, research, teaching, and service to the community by leading innovation across our system. Founded by Brigham and Women's Hospital and Massachusetts General Hospital, Mass General Brigham supports a complete continuum of care including community and specialty hospitals, a managed care organization, a physician network, community health centers, home care and other health-related entities. Several of our hospitals are teaching affiliates of Harvard Medical School, and our system is a national leader in biomedical research.

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 Quality and Patient Experience (QPE) 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 healthcare, business, and/or remote setting supporting two newly created initiatives:

1. Providing training to orient patients to digital health tools within a 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 Senior Program Manager of Digital Access, and under the guidance of the Senior Medical Director of QPE Digital Health, 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 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 bi-lingual help desk colleagues to warmly hand off and/or receive patient inquiries
  • Work closely with programs QPE 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
QUALIFICATIONS:
  • High School Diploma or GED
  • Bi-Lingual in English and Haitian Creole
  • Experienced in customer service
  • 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
  • This is a hybrid role and requires a willingness to work in multiple locations as needed. These locations include clinics, mostly within the greater Boston area, and our office building at Assembly Row in Somerville, MA. There may also be opportunities for this role to work remotely. Your assigned work location may vary from day to day and from week to week, so flexibility is required.
SKILLS/ABILITIES/COMPETENCIES:
  • 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
  • Experience with Microsoft Office applications
  • Ability to work independently
  • Ability to flex within a dynamic organization/policy environment
WORKING CONDITIONS:
  • Fast-paced office environment, with matrix reporting relationships
  • Must be able to commute or have access to transportation to different clinic locations / Assembly row
  • Daily location might change, within reason
#LI-Hybrid

EEO Statement
Mass General Brigham is an Equal Opportunity Employer. By embracing diverse skills, perspectives and ideas, we choose to lead. 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.


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