Position Overview

The Telehealth Patient Navigator plays an important role in assisting patients in accessing telehealth care at North Shore, all for the goal of creating equitable access to telehealth services, care, and treatment. They will provide culturally-appropriate education around telehealth access, support new patient registration and MyChart enrollment.  The Telehealth Patient Navigator works 1:1 with patients and providers to ensure seamless access to telehealth appointments.  Supports community outreach activities to increase patient and community engagement. 

Grant-Funded Position Disclosure

This position is grant-funded. Continued employment is contingent upon the availability and continuation of grant funding, as well as organizational needs.

The Organization

North Shore Community Health (NSCH) is a highly accomplished community health organization that prides itself on its compassionate approach to serving the surrounding communities with comprehensive and culturally sensitive care. With a strong commitment to excellence, NSCH provides:

• Comprehensive primary care.
• Dental services.
• Behavioral health care.
• Care management.
• Pharmacy services.
• Substance abuse disorder treatment.
• Nurse care management.
• Insurance enrollment assistance.

NSCH operates service sites at Gloucester, Peabody, and Salem Family Health Centers, ensuring convenient access to care. Additionally, NSCH extends its reach through school-based health centers within the Salem and Peabody School Districts. NSCH collaborates with Bentley Academy, Collins Middle School, Horace Mann School, Bates Elementary School, and the Peabody Learning Academy for behavioral health services.

As a community-based safety net healthcare provider, NSCH actively encourages diversity and welcomes staff members who reflect the rich tapestry of our communities. We highly value the contributions of our team members and offer a wide range of perks and comprehensive benefits. These include health and wellness benefits, tuition reimbursement, loan forgiveness opportunities, and other appealing benefits.

We believe in supporting our employees from day one, and all eligible staff members can take advantage of these benefits right from the start of their employment at NSCH. We aim to foster a supportive and rewarding environment that empowers our team members to provide exceptional care to our communities.

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.

Essential Duties and  Responsibilities

· Provides digital literacy education to patients and families with the goal of increasing confidence and moving patients to video telehealth visits.

· Identify and assist new patients with the registration process including verifying/updating insurance, completing required consents, and explaining payment options.

· Schedule uninsured patients with a Patient Navigator to apply for MassHealth, HSN, ConnectorCare or NSCH’s sliding fee scale program. 

· Enroll patients in MyChart, explaining the benefits of communicating with the care team outside of the visit. 

· Works at a high-level to reduce behind the scenes barriers that may complicate video telehealth visits. 

· Identify best practices regarding telehealth services for stigmatized populations and adapt them for delivery at NSCH 

· Develops communications, guides, and other materials aimed at properly preparing patients for video telehealth visits.

· Use appropriate technology, such as computers, for work-based communication according to North Shore Community Health requirements.

· Provide 8hours per week of support to community outreach activities coordinated through the external relation department. 

· Other duties as assigned. 

· Demonstrated strong communication skills with individuals and/or groups. 

· Spanish or Portuguese skills preferred. 

· Strong analytical, problem-solving, and planning skills. 

· Ability to successfully prioritize multiple projects on an ongoing basis. 

· Self-motivated and self-directed to work independently as well as ability to engage with various teams across the organization. 

· Strong computer skills and ability to quickly adapt to using an electronic health record and Microsoft Office applications. 

· Maintains strict adherence to the NSCH Confidentiality policy. 

· Incorporates NSCH Guiding Principles and Mission Statement into daily activities. 

· Complies with all NSCH personnel policies and procedures. 

· Additional desirable qualities include enthusiasm and passion for helping patients and an empathetic nature. 

Education &  Experience

· High school diploma or equivalent required; associate degree or higher preferred.

· 2 years of clerical or administrative support, ideally in a medical office setting.

· Experience in a community health center setting and/or related experience in health/human services, social services agency preferred. 

· Experience working with patients with chronic behavioral health needs is a plus. 

· Bilingual Spanish preferred 

Work Environment  Conditions 

· Potential exposure to infectious diseases 

· This position operates in a professional, fast-paced, and collaborative environment.

· Regular interaction with colleagues, supervisors, and/or clients occurs in person, by phone, and via digital communication platforms.

· Standard office hours apply, with occasional flexibility required to meet deadlines, attend meetings, or respond to organizational needs.

· Work may require sitting or standing for extended periods, using computers and other standard office equipment.

· Employees are expected to follow all organizational policies and procedures, including those related to safety, confidentiality, and ethical conduct.

Physical  Requirements 

· Occasional lifting of materials (e.g., boxes, equipment) weighing up to 50 pounds 

·  Ability to sit or stand at a desk for extended periods, with consistent use of computers and telephones 

· May be required to travel to multiple sites within a single day 

As a health center, NSCH ensures that all employees comply with the annual requirements for vaccinations and health screenings. All employees must be vaccinated against COVID-19 as a condition of their employment unless they have been granted a religious or medical exception. Proof of COVID-19 vaccination must be provided, and prospective employees must be vaccinated before their first day of employment, submitting their vaccination record and pre-hire paperwork. If you need to request an exemption from the vaccine requirement or have any inquiries regarding this policy, please contact the Human Resources Department at hr@nschi.org.

At North Shore Community Health, our commitment lies in fostering a diverse workforce. If you're enthusiastic about this position but feel that your previous experience aligns differently with every requirement in the job description, we still encourage you to apply! Your skills could be a great fit for this role or other opportunities within North Shore Community Health.

Living on the North Shore

With facilities in Salem, Peabody, and Gloucester, NSCH offers access to New England’s Coastal charm just thirty minutes outside 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:

Talent Acquisition Department

North Shore Community Health

TalentAcquisition@nschi.org