Under the supervision of the Telehealth Project Manager, the Telehealth Navigator supports all Telehealth initiatives within the Health Center’s care delivery model. The Telehealth Navigator is a specialized role developed to address patients, communities, and organizational digital access barriers and telehealth opportunities. The Navigator works with all partners in our Health Center to build and support the optimization of telehealth utilization. Outreach, patient support, and education will occur in many different locations and meeting formats. The goal is to be a liaison between providers, patients, and technology to facilitate access to telehealth services and to improve and expand the utilization of quality telehealth programming. The Navigator will be trained on a set of resources focused on educating patients on how to initiate and participate in a telehealth visit and, if needed, how to use remote patient monitoring equipment. This is a hybrid position.
Supports patient care, as appropriate in an outpatient clinic & remote setting:
- Coordinates and provides reminders for telehealth-related services
- Outreaches to patients who are overdue for a visit, or who have missed a visit to schedule telehealth visits
- Organizes and prepares virtual patient visits including patient summaries and e-huddle documents
- Calls patients prior to virtual visits to gather and update information in the electronic health record
- Obtains chief complaint, allergies, surveys, screenings, and telehealth consent from patient
- Screens patients for social determinant of health and refers to community resources
- Participates in Patient-Centered Medical Home (PCMH) by reviewing patient charts for health screenings due
- Provides support for general patient inquiries and outreach
- Clearly documents all phone calls and interactions with patients as well as attempts to contact patients in a timely manner
- Demonstrates teamwork and works to build cohesive, professional relationships with all Fenway Health employees and patients
Provides technical assistance and support to patients to ensure telehealth visits are successful:
- Calls and tracks patients in advance of scheduled telehealth visits to ensure they are trained and confident in their ability to participate, and to confirm availability for the visit
- Confirms access to the technology modalities available
- Provides training and troubleshooting on remote patient monitoring equipment
- Provides education for patients on-request by providers
- Provides community-based education through outreach and engagement with local, community-based organizations
- Provides telehealth training to team members when appropriate, attending relevant meetings, etc.
- Partners with the Health Information department for the development of virtual care modalities for patient care
Other duties as assigned
- High School Diploma or GED
- Minimum 5 years relevant work experience (completed years towards Associates or Bachelor’s degree may substitute for years of work experience)
- Minimum 2 years of experience in health and/or mental health-related field
- Ability to work independently and collaboratively with all care professionals
- Competent computer skills, especially in Microsoft Office Programs (Word, Excel)
- Strong aptitude for technology and a high comfort level with communicating virtually, demonstrating ability to build rapport with patients and staff over video and phone.
- Ability to work confidentially in a virtual setting with reliable internet access
- Understands and is familiar with basic medical terminology
- Excellent customer service skills
- Ability to work harmoniously and effectively with colleagues, patients, clients and vendors across the spectrum of diversity, including but not limited to race, ethnicity, color, gender identity, sexual orientation, age, socio-economic status, national origin and immigrant status, religious or spiritual identity, disability (physical, mental, emotional and developmental), veteran status, and/or limited English proficiency.
- Willingness to contribute towards Fenway’s efforts in becoming an anti-racist organization and promoting a culture dedicated to ongoing development in service of humility, equity, diversity, inclusion, and belonging, where differences are acknowledged and valued.
- Associates degree
- Certified Nursing Assistant, Medical Assistant, or Community Health Worker experience
- Experience working in community/healthcare setting
- Experience with Electronic Health Records, preferably Epic; or on the job training
- Experience working with an ethnically, culturally, racially and gender diverse staff and patients
We offer competitive salaries, and for those who qualify, an excellent benefits package; including comprehensive medical and dental insurance plans, and a retirement plan with employer match. We also provide 12 paid holidays, paid vacation, and more. LGBTQIA+ identified persons, Black, Indigenous, and other people of color (BIPOC), and individuals from other historically underrepresented communities are strongly encouraged to apply Highly experienced individuals may be compensated at a higher rate.