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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 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 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:
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