Digital Access Coordinator

0100 Mass General Brigham Incorporated; Boston (MA); Hybrid; USD 56,757,000 - 81,278,000; Full time

Job summary

Mass General Brigham Incorporated is seeking a Digital Access Coordinator to support patients in adopting digital health tools and navigating virtual visits. The role focuses on enrolling patients to MyChart, training on digital devices, and bridging access gaps for those without technology.

Hybrid work arrangement with on-site days in Greater Boston, and remote work options as needed. Strong emphasis on bilingual English/Spanish communication and patient-centered service.

Qualifications

• Bilingual in English and Spanish is required.
• 2-3 years of customer service experience.
• Healthcare experience is preferred.
• Comfort with technology and digital tools.
• Familiarity with virtual healthcare delivery is a plus.
• Willingness to work mainly in greater Boston.

Responsibilities

• Contact patients identified via telephone or clinical setting to assist enrollment to Epic’s MyChart (Patient Gateway).
• Train patients in digital health tools including tablets, Patient Gateway, blood pressure cuffs, and other patient-generated health data tools.
• Facilitate the dissemination and retrieval of patient tablets and devices.
• Assist in preparing patients for their virtual visits using Zoom or other platforms.
• Provide first-level support for Patient Gateway, Tablet, or other digital tools.
• Coordinate with bilingual help desk colleagues to hand off or receive inquiries.
• Collaborate with enterprise programs to deliver on shared goals and strategies.
• Create program documentation (staff training or patient-facing materials).
• Contribute to ongoing development and surveillance of the initiative.
• Provide updates to designated physician office / facility staff.
• Two days per week onsite at Southern Jamaica Plain Community Health Center and two days per week at Brigham and Women's Phyllis Jen Center; one day remote per week.

Skills

Bilingual English Spanish

Job description

Site: Mass General Brigham Incorporated Mass General Brigham relies on a wide range of professionals, including doctors, nurses, business people, tech experts, researchers, and systems analysts to advance our mission. As a not-for-profit, we support patient care, research, teaching, and community service, striving to provide exceptional care. We believe that high-performing teams drive groundbreaking medical discoveries and invite all applicants to join us and experience what it means to be part of Mass General Brigham.

Job Summary

At Mass General Brigham Digital, we pride ourselves on our ability to create maximum strategic, clinical, and operational value from established and emergent technologies for our patients, care teams, researchers, and employees. Digital health will not only enhance the equity and efficiency of healthcare delivery, but it will also help make medicine more personalized and precise. We recognize that increasing value and continually improving quality while maintaining an inclusive focus are essential to organizational excellence, and we invite you to join us on this journey. The work we do in Digital is a strategic imperative, and there is a strong and growing understanding of how together we will transform Mass General Brigham in innovative and impactful ways. The Digital Access Coordinator must be a customer service-oriented professional comfortable in a healthcare, business, and / or remote setting supporting newly created initiatives: providing training to orient patients to digital health tools within clinical setting, or over via telephone / video conferencing and secondly, 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 Solutions Delivery Patient Support Manager, the Digital Access Coordinators will play a critical role in the delivery of equitable health care by helping to close gaps in digital tool access and usage.

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 bilingual help desk colleagues to warmly hand off and / or receive patient inquiries
• Work closely with programs Digital 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
• Requires two days at Southern Jamaica Plain Community Health Center and two days at Brigham and Women's Phyllis Jen Center for Primary Care
• Other duties and responsibilities as assigned

Qualifications

• Bilingual/Multilingual in English and Spanish required
• 2-3 years customer service experience required
• 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

Skills and Abilities

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 Train clinic staff on basic digital health tools and workflows while collaborating effectively across multidisciplinary teams to ensure coordinated patient support Experience with Microsoft Office applications Ability to work independently Ability to flex within a dynamic organization/policy environment

Additional Job Details

Hybrid Working Model: 2 days/wk onsite at Southern Jamaica Plain Health Center and 2 days/wk at Brigham and Women's Phyllis Jen Center for Primary Care 1 day/wk Remote Eastern Business Hours Remote work must be done in a secure, HIPPA compliant workspace Remote Type Hybrid Work Location 640 Centre Street Scheduled Weekly Hours 40 Employee Type Regular Work Shift Day (United States of America)

Pay Range

Pay Range $19.81 - $28.30/Hourly Grade 3

EEO Statement

0100 Mass General Brigham Incorporated is an Equal Opportunity Employer. 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. To ensure reasonable accommodation for individuals protected by Section 503 of the Rehabilitation Act of 1973, the Vietnam Veteran’s Readjustment Act of 1974, and Title I of the Americans with Disabilities Act of 1990, applicants who require accommodation in the job application process may contact Human Resources at (857)-282-7642.

Mass General Brigham Competency Framework

At Mass General Brigham, our competency framework defines what effective leadership “looks like” by specifying which behaviors are most critical for successful performance at each job level. The framework is comprised of ten competencies (half People‑Focused, half Performance‑Focused) and are defined by observable and measurable skills and behaviors that contribute to workplace effectiveness and career success. These competencies are used to evaluate performance, make hiring decisions, identify development needs, mobilize employees across our system, and establish a strong talent pipeline. Combat disease. Hold a hand. Help people. Impact the world. Mass General Brigham is a passionate, welcoming community where minds meet caring hearts. Come be a part of the world’s most powerful force in medicine, where every role is important in changing lives. Our history includes New England hospitals founded over 200 years ago, some of the first and most prestigious hospitals in the world. Built on the legacy of two leading academic medical centers, we’re more than a system—we’re leaders in the practice of medicine. Mass General Brigham is committed to serving the community. We are dedicated to enhancing patient care, teaching and research, and taking a leadership role as an integrated health care system. We recognize that increasing value and continuously improving quality are essential to maintaining excellence.