Temp Digital Care Coordinator

Job Description Summary

The Penn Telehealth Research Center of Excellence in Cancer Care (Penn TRACE) is conducting a pragmatic trial to compare the effectiveness of telehealth strategies to increase shared decision making (SDM) for lung cancer screening. As part of this trial, we are seeking a Digital Care Coordinator to assist patients with digital navigation to address unmet needs that may act as barriers to receiving preventive care. This role involves communicating one-on-one with patients via telephone to schedule SDM appointments and identify and address any questions or barriers related to telehealth-based care. Individuals in this role will also gain experience in health policy and research practice.

Responsibilities and Duties

• Initiate interactions with patients as identified by the project team
• Help schedule/coordinate telehealth visits
• Provide pre-visit support for patients using the telehealth platform
• Provide basic digital assistance and give an overview of what to expect for a telehealth visit, including but not limited to: how to access the appointment link, how to enable or connect a microphone, how to enable or connect video, how to share the appointment link with another family member or caretaker, how to connect to wi-fi or mobile hotspot, and how to utilize translation services if applicable
• Answer patients' questions about security or safety of using telehealth
• Assess patients' access to technology, current digital skill level pertaining to what is needed for telehealth visit, connectivity needs, and internet use priorities
• Provide patients with resources about how to obtain free or low-cost home internet service options for which they may qualify
• Provide patient education to build digital literacy
• Assist with data collection and evaluation as needed

Preferred Qualifications

• Bachelor's Degree; 1-2 years relevant experience
• Ability to embrace the challenge of learning and teaching basic technological concepts related to internet services, computer and device characteristics, and common online services and applications
• Excellent telephone and online communication skills, including the ability to establish trust with patients of varied educational and cultural backgrounds
• Ability to provide excellent patient interactions, establish appropriate boundaries, and demonstrate innovation and flexibility
• Ability to demonstrate a positive attitude, excellent interpersonal skills, and cultural sensitivity in working with community members of different backgrounds
• Ability to creatively solve problems
• Ability to be attentive to patients' needs and demonstrate resourcefulness
• Strong technical skills