Telehealth Navigator Manager - Bi-lingual

Description

Opportunity Overview

The COVID-19 emergency changed the dynamic of in-person care and put an emphasis on remote care.  By using telecommunications technology and other electronic data, telehealth can assist healthcare systems, organizations, and providers expand access to and improve the quality of healthcare. Using telehealth to deliver and assist with the delivery of healthcare services can reduce or minimize challenges to complete patient encounters, such as transportation issues related to travel to receive medical care. It can also improve monitoring, timeliness, and communications within the healthcare system.

Under the general supervision of the Director of Operations, the Telehealth Navigator Manager will work closely with NSCH team members, telehealth vendors, and patients to enable patients to have equitable access to telehealth services and clinical treatment at NSCH. The functions of this role are conducted in a combination of on-site, community-based and remote environments. 

This is a Grant funded position.

The Organization

North Shore Community Health is a high performing community health organization that prides itself on being a compassionate and high performing community health center, serving its surrounding communities with comprehensive and culturally competent care. 

NSCH offers comprehensive primary care, dental services, behavioral health care, care management, pharmacy, substance abuse disorder treatment, nurse care management, and insurance enrollment assistance services. NSCH has ten services sites: Gloucester, Peabody and Salem Family Health Centers; the school-based health centers at Salem High School and Peabody Veterans Memorial High School; and behavioral health only services at the Bentley Academy, Collins Middle School, Horace Mann School, Bates Elementary School, and the Peabody Learning Academy. NSCH offers competitive benefit plans and as a community-based safety net healthcare provider, NSCH welcomes staff who mirror the diversity of our communities and continues on its path to furthering its commitment to being an anti-racist organization. 

Mission 

North Shore Community Health’s mission is to build healthy communities by providing exceptional care to all.

Vision

Healthy People | Vibrant Communities

Values

Accountability

We take our responsibility to ourselves, each other, and the NSCH Community very seriously. We understand our individual roles, and positions of power with respect to how others perceive our roles and actions. We hold ourselves accountable when we make mistakes–acknowledging the error, owning it, taking corrective actions, and moving forward. We follow through on what we commit or resolve to do.

Integrity

Integrity is the foundation of healthy relationships. We are committed to the highest ethical standards: honesty, fairness, respectfulness, and trustworthiness. We are honorable and respectful in dealings with others, and we strive to deal honestly, fairly and in a respectful, ethical, and trustworthy manner when in agreement or disagreement.

Empathy 

Empathy is a deep appreciation for another’s situation and point of view, which is the basis for the golden rule and our intrinsic sense of justice. We strive to bring empathy into our interactions with each other and with our patients.

Courage 

We see courage as the strength of character to stand up for our convictions and belief system. To have courage is to have the fortitude to take risks and to extend one’s behaviors, actions, and thoughts beyond one’s comfort zone. We appreciate that courage is often required to compromise. Courage is a state of mind to face adverse, difficult, and challenging situations with confidence and positive energy.

Respect

NSCH holds its patients in the highest regard. We provide care that is respectful of and responsive to individual patient needs and values. We take the time to listen to concerns, understand what is important, and provide appropriate solutions and care. We do this through coordination and integration of care, collaboration, and teamwork.

Commitment 

NSCH is committed to the health and well-being of its community, patients, and staff. We demonstrate this commitment by constantly striving to align our actions with our mission, vision, and values.

EEO Statement:

We, North Shore Community Health (NSCH), are an equal employment opportunity employer. Our goal is to have a diverse workforce representative of all people, at all job levels, in the organization. We do not and will not make any personnel decisions (like recruiting, hiring, job assignments, and promotions) based on age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity, gender expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law.

https://www.nschi.org/wp-content/uploads/2022/03/nsch_eeo-policy-statement-dec-2021.pdf 

Duties/Responsibilities

• Identify patients scheduled for telehealth visits, focusing on populations with the greatest need for support (e.g. non-English speaking patients), assess ability and needs for a successful video visit, coordinate access to devices, perform patient education, and ensure ongoing support for video visits as needed. 
• Work collaboratively with the telehealth team, primary and behavioral health patient teams, Chronic Care Management team, and community-based services, and other clinical team members to increase access to video telehealth services and/or remote patient monitoring services.
• Communicate clearly and effectively with all populations, particularly those without technical experience, about subjects such as device usage.
• Establish contact, build effective trust-based relationships with identified patients.
• Assess each patient’s telehealth history and needs using assigned scripts and tools. 
• Stay connected with patients on a need- and resource-appropriate basis to ensure access to telehealth services.
• Adhere to established case management standards of care and provide excellent customer service at all times to all clients. 
• Provide technical assistance to patients on use of devices as needed. 
• understand current guidelines for telehealth regarding all jurisdictions (Federal, State, Payer, etc.), and remain aware of updates.
• Call identified/targeted patients to confirm and get consent for telehealth visits prior to their appointments.
• Complete reports as required on services provided for funder requirements, internal quality metrics, etc.
• Manage and assist in hiring telehealth navigator team and build workflows for navigator team and oversee reliable, consistent implementation of workflows.
• Collaborate with other NSCH teams as appropriate to support the expansion of integrated care.
• Participate in meetings and activities as required.
• Other duties, including, but not limited to, adding remote patient monitoring capability.

Core Competencies  

• Outreach Methods and Strategies.
• Patient Education.
• Care Coordination and System Navigation.
• Cultural Responsiveness and Mediation.
• Professional Skills and Conduct.
• Documentation.
• Effective Communication.
• Education to Promote Healthy Behavior Change.
• Fostering teamwork.
• Customer oriented.
• Ability to adapt to changing needs and priorities. 
• Bilingual (Spanish) skills, with a proficiency in Portuguese desirable.

Requirements

• Post High School education, bachelor’s degree preferred. 
• Experience with Centricity/Athena, Epic, and/or other electronic medical records system desirable.
• Demonstrated experience as a health center community member and telehealth consumer desirable. 
• Knowledge & experience in mobile technology (phones, tablets, etc.) usage, ability to access applications, ability to perform limited troubleshooting such as how to turn the phone on, charge, etc.
• General understanding of telehealth principles such as how to connect via video applications through the patient portal or a browser.
• Excellent interpersonal skills, communication skills, organizational abilities, computer experience, and the ability to work within a collaborative team setting.
• Ability/experience in interviewing and performing needs assessments for patients with a wide range of medical and social service challenges.
• Ability and experience working with a wide range of people, as well as the ability to manage multiple tasks and projects, and handle stress in a healthy way.
• Supervisory experience preferred.
• The functions of this role are conducted in a combination of on-site, community-based and remote environments. 
• Bilingual (Spanish) skills, with a proficiency in Portuguese desirable.

Please note: North Shore Community Health (NSCH) requires all employees to be maximally vaccinated against COVID-19, including receipt of the COVID-19 booster shot, as a condition of employment, unless a religious or medical exception is granted. All prospective employees will be required to be maximally vaccinated before the first day of employment. Proof of vaccination record must be provided with pre-hire paperwork. To request an accommodation from the vaccine requirement or if you have any questions about this mandate, please contact the Human Resources Department at hr@nschi.org.

Living on the North Shore

With facilities in Salem, Peabody, and Gloucester, NSCH offers access to New England’s Coastal charm, while being just thirty minutes outside of Boston. The North Shore is connected to the city via the Rockport Commuter Rail line, which makes stops in Salem and Gloucester. The North Shore has plenty to offer, with a rich history and thriving cultural scene.

For Information Please Contact:

Ella Mae Kaba

Talent Acquisition Program Manager

North Shore Community Health

(857) 320-6761

ella.kaba@nschi.org