Hennepin Healthcare is an integrated system of care that includes HCMC, a nationally recognized Level I Adult and Pediatric Trauma Center and acute care hospital. The comprehensive healthcare system includes a 484 bed academic medical center, a large outpatient Clinic & Specialty Center, and a network of primary and specialty care clinics in Minneapolis and in suburban communities. Hennepin Healthcare has a large psychiatric program, home care and hospice, and operates a research institute, innovation center and philanthropic foundation.

SUMMARY
Hennepin Healthcare has a current opening for a DEX Navigator Senior opening in our Connection Center department. This full-time role will primarily work on-site (days/evenings). The Connection Center is open Monday through Friday, 7:00 AM to 7:00 PM. Shifts will be based on the current business need and staff seniority.

The Digital Equity Experts (DEX) Navigator Senior provides individualized or small group assistance to patients at Hennepin Healthcare who lack sufficient digital literacy and access. This assistance is provided primarily via in person encounters but may also include telephone, email, video chat, and other communication methods that work for the patient. In addition to supporting front line digital literacy needs with patients and their families directly, the DEX Navigator Senior serves as first level support for the Digital Navigators under the Digital Equity Experts (DEX) program, answering questions, supporting daily operations, offering coaching, and mentoring, and collaborating with the Digital Equity Experts Supervisor and other healthcare system stakeholders with resources and program development needs. The Senior Digital Navigator’s work is part of Hennepin Healthcare’s efforts to improve digital literacy and digital access for patient with the goal of improving access to healthcare and health outcomes.

RESPONSIBILITIES

• Assesses the digital literacy and access needs of patients, the patient’s access to technology, and current digital skill level pertaining to what they need to accomplish better engagement with their healthcare and access to healthcare
• Assesses learning needs of patients and families and adjusts training as needed
• Enrolls patients and potentially their proxies in MyChart
• Educates to the functionality of MyChart as it relates to engaging with and accessing healthcare
• Educates patients on the functionality and utility of telehealth and other virtual care options available to them
• Educates patients and care givers on resources available through HHS.org for telehealth and virtual care services, as well as online scheduling options
• If necessary, advises clients about free or affordable home internet service options for which they may qualify, assists clients to apply for services they choose, and supports their efforts to secure service
• Educates patients and their care givers on web browser basics, establishing an email account, pop up blockers, and other technologies relevant to digital literacy and healthcare access
• Coaches clients as necessary to use their home internet services in order to meet their internet use priorities. This may include both in person, phone, and online interactions, as well as referral to sources of additional digital literacy skill training
• Provides resource information following training engagement as reference
• Tracks patient training enrollment through standard department process
• Develops understanding of digital literacy and the role these skills play in social drivers of health and will apply these principles to daily tasks
• Develops and demonstrates high proficiency and knowledge around the use of MyChart with the ability to educate patients to a degree of proficiency to enable them to engage with this application
• Assumes key team player role and serves as first line of support for DEX team members by answering questions, offering guidance on resources, and escalating additional needs to DEX team supervisor
• Assists DEX team supervisor with monitoring schedule adherence and productivity expectations
• Participates in process improvement work, at the direction of the DEX team Supervisor
• Under the supervision of the DEX team Supervisor, works with IT, EHR, MyChart and other technology facing departments to support testing, training, and communication needs for the DEX team, for patients and their families
• Performs other duties as assigned

QUALIFICATIONS
Minimum Qualifications:

• Experience participating on teams in diverse settings
• High school diploma

-OR-

• An approved equivalent combination of education and experience

Preferred Qualifications:

• Experience in a team lead role
• Healthcare experience
• Basic knowledge of medical terminology
• Experience with Epic and MyChart
• Experience working with Electronic Medical Records and/or patient communication portals
• Fleunt in Spanish Preferred

Knowledge/Skills/Abilities:

• Excellent telephone and online communication skills, including the ability to establish trust with clients of varied educational and cultural backgrounds
• Ability to demonstrate positive attitude, excellent interpersonal skills, and cultural sensitivity in working with diverse patients, coworkers, and community
• Ability to creatively solve problems and negotiate to handle stressful situations in a positive manner
• 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
• Ability to provide excellent customer service, establish appropriate boundaries with clients, and to demonstrate innovation and flexibility
• Ability to organize work under pressure
• Excellent self-organization, language capacity, and cultural competency skills
• Ability to type 45 words per minute or greater
• Time management and sound decision-making skills
• Ability to work in a fast-paced, continually changing environment
• Superior written and communicative skills

You've made the right choice in considering Hennepin Healthcare for your employment. We offer a wealth of opportunities for individuals who want to make an impact in our patients' lives. We are dedicated to providing Equal Employment Opportunities to both current and prospective employees. We are driven to connect talented individuals with life-changing career opportunities, enabling you to provide exceptional care without exception. Thank you for considering Hennepin Healthcare as a future employer.

Please Note: Offers of employment from Hennepin Healthcare are conditional and contingent upon successful clearance of all background checks and pre-employment requirements.