Digital Access Coordinator

Massachusetts General Hospital; Boston (MA); Hybrid; USD 27,000 - 39,000; Full time

Job summary

Mass General Brigham in Boston is seeking a Digital Access Coordinator to support patients with digital health tools and access. The role focuses on enrollment, training, and bridging the gap for patients lacking technology access, across clinical settings and telehealth environments.

The position requires bilingual English/Spanish abilities, customer service experience, and comfort with healthcare technology in a hybrid work model.

Qualifications

• Bilingual in English and Spanish required.
• 2–3 years of customer service experience required.
• Healthcare experience preferred.
• Comfortable with technology and terminology.
• Familiarity with virtual healthcare delivery is a plus.
• Flexibility to work in greater Boston.

Responsibilities

• Contact patients identified via telephone or clinic to enroll in Epic's MyChart (Patient Gateway).
• Train patients in digital health tools including tablets, Patient Gateway, BP cuffs, and other tools.
• Facilitate the dissemination and retrieval of patient tablets and devices.
• Assist in preparing patients for virtual visits (Zoom or other tools).
• First level support for Patient Gateway, Tablet, or other tools.
• Collaborate with bilingual help desk colleagues for patient inquiries handoff.
• Collaborate with Digital program partners across the Enterprise to meet goals.
• Create program documentation (staff training or patient materials).
• Assist in ongoing development and surveillance of initiatives.
• Provide updates 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

Healthcare experience

Tech-savvy

Virtual healthcare familiarity

Flexible work location

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.

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 (if applicable)

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: $19.81 - $28.30/Hourly

Grade: 3

At Mass General Brigham, we believe in recognizing and rewarding the unique value each team member brings to our organization. Our approach to determining base pay is comprehensive, and any offer extended will take into account your skills, relevant experience if applicable, education, certifications and other essential factors. The base pay information provided offers an estimate based on the minimum job qualifications; however, it does not encompass all elements contributing to your total compensation package. 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. We invite you to apply, and our Talent Acquisition team will provide an overview of your potential compensation and benefits package.

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.