Digital Access Coordinator

Mass General Brigham; Boston (MA); Hybrid; USD 28,000 - 39,000; Full time

Job summary

Mass General Brigham Digital is seeking a Customer Enrollment Specialist to support patient onboarding to Epic’s MyChart and digital health tools in a hybrid Boston-area role. You will train patients on tablets, Patient Gateway, and home monitoring devices, and provide first-line support for digital tools across clinical settings.

The position requires English and Spanish bilingual abilities, 2–3 years of customer service experience, and comfort with healthcare tech.

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

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

Skills

Bilingual English/Spanish

Customer service

Tech-savvy

Microsoft Office

Tools

Microsoft Office

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.

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 (if Applicable)

• 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

$19.81 - $28.30/Hourly

Grade

3

In addition to competitive base pay, we offer comprehensive benefits, career advancement opportunities, differentials, premiums and bonuses as applicable and recognition programs designed to celebrate your contributions and support your professional growth.

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.