Position Title:

Digital Telehealth Navigator

Department:

Administration

Supervisor:

Community and Patient Relations Manager

Status:

Exempt/Full Time

Grant Funded Role (18 Months from 5/1/2024 with possibility of an extension)

Primary Function:

Under the direction of the Community & Patient Relations Manager and guidance from the FQHC Telehealth Consortium including C3 and the Mass League of Community Health Centers, the Digital Telehealth Navigator is patient-facing, tech-savvy professional that empowers and supports patients in engaging in technology to access appropriate health care through telehealth and other digital health tools. This role works collaboratively and extensively across the organization (Primary Care, Behavioral Health, IT, Operations, Marketing) and with patients and the servicing providers to meet Upham’s goals for the Digital Telehealth Navigator Program.

Duties & Responsibilities:

1. Provides digital literacy education to patients and families with the goal of increasing confidence in engaging patients with telehealth visits, including video
2. Assist UCC patients in enrollments for state and federal programs designed at increasing affordable broadband access
3. Perform Digital Equity screening with patients to access needs and connect them to appropriate resources
4. Utilize Electronic Medical Record (EMR) tools and provider relationships to identify patients experiencing core barriers to digital equity
5. Encourage patient portal enrollment and support to patients, understanding that provider/care team communication outside the visit is vital to care
6. Follow up on internal referrals for patients who need digital telehealth assistance
7. Works at a high level to reduce behind the scenes barriers that may complicate telehealth visits, including video
8. Develop and execute workflows aimed at bringing qualified in-person appointments to telehealth, particularly for populations that are disproportionally seen in-person
9. Identify ‘Best Practices’ regarding telehealth services for stigmatized populations and adapt them for delivery at UCC
10. Develop communications, guides, educational materials aimed at preparing patients for telehealth visits, including video. An example of this is ‘How to prepare for a Telehealth Visit’, translated in various patient languages.
11. Support patients in setting up their devices for telehealth; this could involve a visit to the patient’s home
12. Remote Patient Monitoring (RPM) program enrollment, set-up, outreach, and monitoring
13. Monitor and track progress toward program goals; prepares reports as requires/needed
14. Attends regular meetings of the FQHC Telehealth Consortium’s Digital Navigator Program as well as attending trainings and UCC internal meetings to collaborate with clinical practices, servicing providers, provider champion, IT, nursing, operations, and grants management
15. Serves as Digital Telehealth Subject Matter Expert by providing training to patients and staff
16. Other duties as assigned

Minimum Basic Knowledge:

• Demonstrated computer skills, especially in Microsoft Office (Word, Excel)
• Knowledgeable in Motivational Interviewing and Behavioral Health Modification
• Ability to learn about connected devices and remote patient monitoring to be able to assist patients

Experience & Qualifications:

• Bachelor in Arts/Science (Health or Human Services) preferred
• Two (2) years of experience in health and/or mental health related field; Certified Nursing Assistant or Medical Assistant
• Experience working in community/healthcare setting
• Experience with Electronic Medical Records, preferably EPIC/OCHIN
• Self-motivated and self-directed to work independently as well as ability to engage with various teams across the organization
• Excellent customer service skills
• Strong analytical, problem solving and planning skills
• Ability to successfully prioritize multiple projects on an ongoing basis
• Spanish and/or Cape Verdean Creole speaker in addition to English preferred
• Complies with CC’s personnel and other policies and procedures
• Strict adherence to UCC’s Confidentiality Agreement policy

Independent Action:

High

Supervisory Responsibility:

As described above