Job Description

The Digital Health Ambassador serves as a champion for digital healthcare solutions and provides essential support to patients as they navigate their care pathway utilizing digital tools. This position involves educating and supporting individuals to improve their digital literacy and access to health resources, which helps bridge the digital divide and empowers people to take a more active role in their health. 

Essential Job Statements

• Educate and Assist Patients: Guide and support patients in using digital tools, such as kiosks, tablets, MyChart, online portals, and telehealth services to manage their health and health data more effectively.

• Promote Digital Tools: Actively advocate for and market digital health technologies through various channels including but not limited to being present at the kiosk to aid in patient education.

• Report and Track Issues: Report, track and escalate issues related to digital health technologies that impact the effective use and promotion of digital tools, including submission of IT tickets and communication to impacted stakeholders.

• Gather feedback: Collect information from patients and other users regarding their experience with digital health services to help improve the system and its tools.

• Advocate for Accessibility: Advise on how to make digital health products and platforms more accessible and inclusive for all populations, especially those often digitally excluded.

• Serve as a subject matter expert on digital front-door technologies including patient portals, mobile check-in, eforms, kiosk platforms, telehealth platforms, and remote patient engagement systems.

• Support system integrations between digital access tools and the electronic health record (EHR).

• Participate in testing, validation, and deployment of new digital access technologies. Perform system configuration, user access setup, and workflow optimization in collaboration with IT and Revenue Cycle teams. Assist with user acceptance testing (UAT) for new digital solutions and upgrades.

• Assist in conducting root cause analysis for digital access barriers and workflow inefficiencies.

• Perform other duties as assigned and/or participate in special projects to support the mission of VCUHS and the Department. Assist team members as needed. Accept alternate assignments, as required.

Patient Population

Not applicable to this position.

Employment Qualifications

Required Education: High school diploma or equivalent

Preferred Education: Bachelor’s degree

Licensure/Certification Required: N/A

Licensure/Certification Preferred: Certified Healthcare Access Manager preferred

Minimum Qualifications

Years and Type of Required Experience: Two (2) years of direct patient registration experience

Years and Type of Preferred Experience: Three (3) years of direct patient registration experience

Other Knowledge, Skills and Abilities Required:

• A strong interest in how technology can improve health and well-being is essential.

• Excellent verbal and written communication abilities to effectively explain complex information to a variety of audiences.

• Proficiency with common digital tools, including mobile apps and websites.

• Proficiency with Microsoft Office programs (Outlook, Excel, Word).

• Empathy, patience, and a positive attitude for working with individuals who may have low digital confidence or struggle with new technology.

• The ability to troubleshoot common technical issues and guide users through online processes.

• An understanding of digital health topics, such as telehealth, remote monitoring, and online information resources.

Cultural Responsiveness

Other Knowledge, Skills and Abilities Preferred:

• Knowledge of HIPAA, HITECH, and healthcare cybersecurity best practices.

• Understanding of identity verification, multi-factor authentication, and secure patient access workflows.

Working Conditions

Periods of high stress and fluctuating workloads may occur.

General office environment.

May have periods of constant interruptions.

Prolonged periods of working alone.

Physical Requirements

Physical Demands: Lifting/ Carrying (0-50 lbs.), Push/ Pull (0-50 lbs.), Bending

Work Position: Sitting, Walking, Standing

Additional Physical Requirements/ Hazards

Physical Requirements: Hear alarms/telephone/tape recorder, Reach above shoulder, Repetitive arm/hand movements

Hazards:

Mental/Sensory – Emotional  

Mental / Sensory: Reasoning, Problem Solving, Hearing, Speak Clearly, Write Legibly, Reading, Logical Thinking

Emotional: Fast-paced environment, Able to Handle Multiple Priorities, Frequent and Intense Customer Interactions, Noisy Environment, Able to Adapt to Frequent Change

EEO Employer/Disabled/Protected Veteran/41 CFR 60-1.4.