POSITION SUMMARY:

The THRIVE Digital Equity Program aims to improve digital health tool access and bridge the digital divide. Under the supervision of the Operations Manager (or other qualified individual), the Digital Health Navigator Specialist (DHNS) for the Adult General Internal Medicine Primary Care is responsible for assisting patients facing telehealth access issues and offering in-house digital health literacy training based on insights from our ongoing THRIVE Digital Equity program. This role is dedicated to ensuring equal access for all our patients to BMC's digital tools, including our patient portal, "MyChart," and a telehealth platform. The DHNS plays a pivotal role by proactively assessing digital determinants of health (e.g. lack of internet access, the unavailability of electronic devices, difficulties with MyChart registration and usage, barriers to using our telehealth platform for clinic appointments, and limited digital literacy skills).

Position: Digital Health Navigator Specialist (DHNS)

Department: Population Health

Schedule: Full Time

ESSENTIAL RESPONSIBILITIES / DUTIES:

1) Assessment:

• Develop and enhance weekly list of patients identified as likely needing digital health support, including those not signed up for MyChart or likely to have trouble logging in for telemedicine appointments.
• Proactively reach out to identified patients before their telehealth appointments to:
  • Screen for health-related social needs using THRIVE.
  • Expand screening for other digital health needs not included in THRIVE.
  • Confirm need for assistance with telehealth appointments.
  • Assess need for help with MyChart sign-up or navigation.
  • Gauge interest in digital literacy courses.
  • Evaluate need for access to low-cost internet.
  • Document any difficulties patients experience with telehealth visits.

2) Addressing Needs

• Assist patients without internet access by connecting them with free or low-cost internet service partners.
• Provide step-by-step guidance for MyChart registration and navigation, both over the phone and in-person.
• Help patients log in and start their telehealth appointments.
• Refer patients interested in digital literacy courses to community partners, such as Tech Goes Home and Mujeres Unidas Avanzando.
• Conduct follow-up calls within one week of providing services to confirm resolution of needs and offer additional assistance if required.

3) Management:

• Collaborate with community partners to identify organizations that can assist patients with digital health needs.
• Ensure the THRIVE directory (community resource repository) has updated digital resources.
• Provide weekly and monthly reports on work volume and outcome metrics, including service engagement and need resolution.
• Develop the list of patients needing digital health support and continuously improve the identification process.

4) Compliance and Contract reporting:

• Document all patient interactions, digital literacy training sessions, and interventions in the electronic medical record.
• Ensure adherence to departmental, regulatory, and contract guidelines for documentation, data collection, and reporting.
• Submit required records and statistics within designated timeframes

5) Quality Improvement:

• Collaborate with the THRIVE Digital Equity program to identify and eliminate barriers to accessing and utilizing telehealth platforms and patient portals.
• Develop and implement strategies to improve the program's effectiveness and efficiency.
• Contribute to the ongoing evaluation and enhancement of digital health support services

6) Training:

• Train Digital Health Navigators who primarily call patients before telehealth appointments.
• Provide training and guidance to medical students and other volunteers supporting the digital health navigation program.
• Collaborate with Tech Goes Home to create digital health literacy programs for BMC:
  • Develop synchronous and asynchronous educational content.
  • Organize and facilitate on-site training sessions at Boston Medical Center for patients who couldn't be assisted by phone

7) Meets hospital-wide standards in the following areas:

• Adheres to hospital standards of performance and conduct, ensuring compliance with patient rights, privacy regulations, and confidentiality protocols.
• Applies hospital policies and standards as guiding principles for decision-making, aligning actions with the hospital’s mission, values, and goals.
• Strictly follows established infection control, safety, and health procedures to maintain a safe and compliant environment for patients, staff, and visitors.

8) Other Duties:

• Participates in Grant writing, reporting, and preparation of program summaries to support ongoing funding and program development efforts.
• Assists in the development of abstracts and presentations for national conferences to highlight program outcomes and best practices.
• Coordinates and facilitates training sessions for patient navigators and care coordinators at community health centers to enhance patient support services.
• Provides administrative and project management support for special initiatives as assigned by the Operations Manager (or other qualified individual).
• Remains knowledgeable and compliant with relevant hospital policies, procedures, and work standards, including attendance and punctuality expectations.
• Maintains competency in all areas of responsibility to ensure delivery of high-quality patient care.
• Strictly adheres to confidentiality and sensitivity protocols regarding patient and organizational information.
• Attends hospital required and relevant training sessions or activities, as assigned by Operations Manager.
• Fosters a positive and collaborative work environment that aligns with the hospital’s mission and values.
• Serves as a liaison between the department and other hospital units to promote effective communication and coordination.
• Adapts to evolving departmental needs by offering support to colleagues, adjusting assignments, and performing other duties as directed by the Operations Manager.
• Supports the onboarding and training of new staff members and volunteers, ensuring smooth integration into the team.
• Performs additional duties as required by Operations Manager (or other qualified individual) to support the overall success of the department.

Must adhere to all of BMC’s RESPECT behavioral standards.

JOB REQUIREMENTS

EDUCATION:

Associate’s Degree required. Degree in social work, psychology or related human services field is highly preferred.

Bachelor’s Degree preferred

CERTIFICATES, LICENSES, REGISTRATIONS REQUIRED:

None

EXPERIENCE:

Minimum of 2 years of experience working in a health care setting required; preferably in a community health or digital health support environment.

KNOWLEDGE, SKILLS & ABILITIES (KSA):

• Strong knowledge of digital health tools and resources, including telehealth platforms, patient portals, and other healthcare technology solutions.
• Empathy and cultural competence in supporting diverse patient populations, with an ability to perform needs assessments and develop tailored digital health support plans.
• Ability to build effective working relationships with patients, their families, healthcare professionals, and community partners to improve digital health literacy and access.
• Proficiency in technology and computer systems, with strong skills in navigating electronic medical records, telehealth systems, and digital health platforms.
• Strong organizational, critical thinking, and problem-solving skills, with the ability to prioritize and adapt in a fast-paced healthcare environment.
• Excellent verbal, written, and interpersonal communication skills, capable of explaining complex digital health processes clearly and effectively to patients and staff.
• Bilingual or multilingual skills (beyond English) are preferred to better serve a diverse patient population.
• Flexibility in addressing patient needs, providing guidance on telehealth navigation, and adapting to changing technology demands.
• Sensitivity to ethnic, cultural, gender, and sexual orientation diversity, with a commitment to promoting health equity through digital access.
• Demonstrated critical thinking skills, with the ability to troubleshoot and resolve issues related to patient access to digital health services and tools.

Equal Opportunity Employer/Disabled/Veterans