Digital Health Navigator

THE ORGANIZATION

Outer Cape Health Services (OCHS) provides a full range of primary health care and supportive social services that promote the health and well-being of all who live in or visit the ten outermost towns of Cape Cod. With locations in Harwich Port, Wellfleet and Provincetown, OCHS cares for more than 20,000 patients annually, and no one is denied access to services due to an inability to pay.

Founded in 1987 through the merger of Health Associates of Provincetown (established in 1972) and the AIM Medical Center in Wellfleet (established in 1966). As a Patient-Centered Medical Home, OCHS holds itself to the highest standards. Ensuring patients have access to care when they need it and request it and validating that staff are working at the top of their licensures are foundations of this model. Outer Cape Health Services, Inc. (OCHS) is a 501(c)(3) non-profit organization and is governed by a Board of Directors representative of its community. All board members live on Cape Cod, and the majority are OCHS patients.

OCHS offers competitive benefit plans and is an inclusive and equal opportunity employer.

Primary Purpose of Position:

Reporting to the Associate Project Manager of Operations, the Digital Health Navigator will serve as a bridge between our patients and the technology tools that support their care. This role is primarily focused on telehealth access and workflow-ensuring patients can successfully connect to and engage in virtual visits-and this will be the predominant focus of this position in the near term. In addition to telehealth support, the Digital Health Navigator will support the broader landscape of digital health tools used across our programs, which could include new patient intake, patient portal utilization, online scheduling, and/or remote monitoring devices.

As a member of the Operations Team, the Digital Health Navigator plays a central role in closing the digital and technology gaps for our patients by providing understandable, accessible and timely support to patients so that there is equitable access to our telehealth appointments and digital health services and systems.

Essential Functions:

Telehealth Support

• Serve as the main point of contact for patients and staff for support and questions related to the Telehealth platform and workflows.
• Develop and maintain easy-to-follow patient-facing instructional materials (quick guides, video tutorials, etc.) in multiple languages.
• Review scheduled telehealth appointments to determine if targeted patient outreach is needed.
• Conduct pre-visit confirmation calls and telehealth readiness checks with patients scheduled for a Telehealth appointment to ensure they are prepared for their visit. Readiness checks could include assistance with device assessment, connectivity testing, and platform set-up.
• Coordinate with clinical and operational staff to resolve telehealth technical issues before and during scheduled visits for both patients and staff.
• As directed by OCHS leadership, track telehealth visit metrics, which could include data such as telehealth visit completion rates, technical failure reasons, and no-show patterns.
• Support the informed consent process for telehealth visits in compliance with state and federal regulations.
• Understand the Telehealth regulations (including federal, state, HRSA, DP, etc.), policies and procedures.

Digital Health Navigation

• Work collaboratively with the Epic and Operations Teams to enroll and onboard patients to the patient portal (MyChart). Efforts could include supporting MyChart "marketing campaigns" to educate patients on the benefits of using MyChart.
• Interact with patients in clinic waiting rooms and/or community locations, to educate them on Telehealth including services offered, benefits, and how to navigate the platform and/or their patient portal account.
• Identify patients with digital access barriers (i.e. no smartphone, no internet, low digital literacy) and collaborate with other OCHS Navigators and/or community partners to connect them with community resources including device loan programs and broadband assistance.
• Support digital health workflows, which could include new patient enrollment, patient questionnaires, surveys, and online scheduling.
• Participate in the rollout of new digital health tools including creating and/or informing patient-facing education and training materials.

General

• As directed, document patient interactions and navigation activities in the EHR or designated tracking system.
• Partner with the Navigation Team to determine when and how to integrate digital navigation into the support of their existing patients.
• As needed, coordinate efforts across other departments (such IT, EHR Team, Clinical, Revenue Cycle, Compliance, and Finance).
• Other related duties and projects as assigned.

Non-Essential Functions:

• Travel to all OCHS sites as needed. Travel reimbursement will be available.
• Attend periodic staff meetings.
• Adhere to OCHS policies.
• Adhere to OCHS values and principles.
• High school diploma or GED required.
• 1+ years of experience in a customer service position. Experience in a role that is patient-facing in a healthcare, social service or community health role is a plus.
• Demonstrated comfort with smartphones, tablets, video conferencing tools, and web-based platforms.
• Familiarity with electronic health records and patient portals required. Experience with Epic is a plus.
• Ability to explain technology clearly and patiently to individuals with varying degrees of digital literacy.
• Strong interpersonal and communication skills in English, both written and verbal.
• Demonstrated critical thinking and problem-solving skills.
• Experience with MS Office applications, especially Word and PowerPoint is a plus.
• Bilingual in Spanish or Portuguese a plus.
• Demonstrated ability to appropriately handle and manage confidential and highly sensitive information and communication.
• Ability to adhere to HIPAA and strict confidentiality standards.
• Demonstrated ability to work effectively both as a team member and independently.
• Reliable transportation to travel to OCHS sites and work events.