Digital Health Navigator

Essential Functions

• Serve as the main point of contact for patients and staff for support and questions related to the Telehealth platform and workflows.
• Develop and maintain easy-to-follow patient-facing instructional materials (quick guides, video tutorials, etc.) in multiple languages.
• Review scheduled telehealth appointments to determine if targeted patient outreach is needed.
• Conduct pre-visit confirmation calls and telehealth readiness checks with patients scheduled for a Telehealth appointment to ensure they are prepared for their visit.
• Coordinate with clinical and operational staff to resolve telehealth technical issues before and during scheduled visits for both patients and staff.
• Support the informed consent process for telehealth visits in compliance with state and federal regulations.
• Understand the Telehealth regulations (including federal, state, HRSA, DP, etc.), policies and procedures.
• Work collaboratively with the Epic and Operations Teams to enroll and onboard patients to the patient portal (MyChart).
• Interact with patients in clinic waiting rooms and/or community locations, to educate them on Telehealth including services offered, benefits, and how to navigate the platform and/or their patient portal account.
• Identify patients with digital access barriers (i.e. no smartphone, no internet, low digital literacy) and collaborate with other OCHS Navigators and/or community partners to connect them with community resources including device loan programs and broadband assistance.
• Support digital health workflows, which could include new patient enrollment, patient questionnaires, surveys, and online scheduling.
• Participate in the rollout of new digital health tools including creating and/or informing patient-facing education and training materials.

Qualifications

• A high school diploma or GED required.
• 1+ years of experience in a customer service position.
• Experience in a role that is patient-facing in a healthcare, social service or community health role is a plus.
• Demonstrated comfort with smartphones, tablets, video conferencing tools, and web-based platforms.
• Familiarity with electronic health records and patient portals required.
• Experience with Epic is a plus.
• Ability to explain technology clearly and patiently to individuals with varying degrees of digital literacy.
• Strong interpersonal and communication skills in English, both written and verbal.
• Demonstrated critical thinking and problem-solving skills.
• Experience with MS Office applications, especially Word and PowerPoint is a plus.
• Bilingual in Spanish or Portuguese a plus.
• Demonstrated ability to appropriately handle and manage confidential and highly sensitive information and communication.
• Demonstrated ability to work effectively both as a team member and independently.
• Reliable transportation to travel to OCHS sites and work events.