Under the supervision of the Population Health and ACO Performance Manager, the Telehealth Navigation Coordinator (the Coordinator) supports Telehealth initiatives within the Health Center’s care delivery model, through coordination of Remote Patient Monitoring programming. 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 optimization of telehealth utilization and chronic disease management. 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 how to integrate remote patient monitoring equipment to optimize telehealth utilization.

Representative Duties:

Supports remote 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
• Obtains chief complaint, allergies, surveys, screenings, and telehealth consent from patient
• Screens patients for social determinants 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:

• Promotes digital equity through addressing digital literacy, screening patients for broadband access, and connecting them to resources to address barriers identified.
• Works with 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 on digital health tools
• 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.

Meets Agency Participatory Expectations

• Suggests and participates in continuing quality improvement efforts
• Adheres to all agency and departmental policies and procedures
• Participates in quality assessment and improvement activities as requested
• Adheres to the highest principles of patient and client confidentiality
• Adheres to established safety policies, procedures and precautions; identifies potential or actual unsafe situations in the environment and takes measures to rectify the situation
• Attends all required meetings, in-services and professional trainings
• Maintains professional competence necessary to perform job responsibilities; maintains and provides agency with records of continuing education activities
• Serves on agency committees and in professional organizations when requested

Implements Remote Patient Monitoring Programming

• Works with the Population Health Manager to develop, expand and coordinate the Health Center’s Remote Patient Monitoring Program. Includes developing criteria for enrollment, establishing detailed workflows, collaborating with Nursing, Community Health Workers, and Providers, and training staff of all levels.
• Conducts telehealth visits with patients, providing patient education about chronic disease management, remote patient monitoring equipment, and producing appropriate documentation in the electronic medical record.
• Engages outside of remote visits with patients including through outreach based upon eligibility criteria, communication regarding remote patient monitoring results, and coordination of medical response based upon health outcome alerts and information.
• Conducts care coordination with patients care team, including with providers, nurses, medical assistants and community health workers.
• Coordinates with external vendors and stakeholders to ensure successful delivery of remote patient monitoring services and equipment.
• Tracks and monitors pertinent patient data and health outcomes.
• Works collaboratively with cohort of other Telehealth and Digital Navigators as part of Telehealth Consortium, conducts ongoing workforce development trainings.
• Produces project documentation including process maps, PowerPoint slide updates to Project Sponsor, Excel spreadsheets with outcome data, and educational materials.

Other duties as assigned