Primary Care Digital Support Consultant

5 months ago

North York, Canada North York Family Health Team Full time

**JOB PROFILE**

**Position**: Primary Care Digital Support Consultant

9-12-month contract - 30 to 44 hours per week

**Reporting to**: Project Director, Primary Care Transformation, or Designate

**About Us**

North York Family Health Team Inc. (NYFHT) proudly provides comprehensive and compassionate team-based primary care to its patients and community. We are constantly evolving to meet the needs of our community, including how to serve our patients differently, how to support our team members through ambiguity, and how we can partner with others to make a difference collectively. We want to make a meaningful and purposeful impact in the lives of those we serve and the broader health system.

We are among one of the largest team-based primary care organizations in the province, working alongside the Department of Family and Community Medicine at North York General Hospital and the University of Toronto, we provide care to about 95,000 individuals, and as a leading partner of the North York Toronto Health Partners (NYTHP Ontario Health Team), are committed to improving the health and wellness of our community. NYTHP is a partnership of healthcare providers and organizations across the continuum working together to design a system and deliver seamless and integrated care for patients. The Primary Care Digital Support Consultant, while situated in and hired by NYFHT, will support the work of the NYTHP Primary Care Network (PCN). Today, the PCN comprises of over 260 family physicians working in North York.

**Position Overview**

This new role is being created to provide digital support to primary care offices. The role will assist physicians in the identification, adoption and training needed for available digital tools that help improve the delivery of care to patients.

An intake and triage system to manage service requests will be established, and work will be conducted in person. The main office will be at NYFHT, and the Consultant will need to travel to the primary care offices of PCN members as required, which are located across North York.

**Core Responsibilities**
- Contribute to planning and successfully implementing a digital support model for primary care providers, including the development and maintenance of a master list of available digital tools, supports, and resources.
- Successfully engage with PCN members to educate and inform them about the available digital tools and about the service, building a customer base to ensure high uptake.
- Provide implementation, training, and change management support to physicians and their staff, with the ultimate goal of all primary care providers in the PCN optimizing their utilization of digital tools such as: Clinical Viewer, Ocean e-referral, Evidence2Practice (E2P) pathways for Congestive Heart Failure and Chronic Obstructive Pulmonary Disease, eConsult, Ontario Laboratories Information System (OLIS), Health Report Manager (HRM), and select open source software.
- Prioritize and manage multiple cases for support at one time, managing service requests in a timely way and achieving high provider satisfaction.
- Adhere to privacy policies and practices consistent with provincial regulations.
- Efficiently troubleshoot technical issues through clear instructions, timely resolutions, and collaboration for complex problems.
- Contribute to identifying areas of improvement and working with stakeholders to implement changes to improve services offered by this service.
- Stay up to date, surveying the landscape of clinical digital tools in Ontario, identifying opportunities, and connecting primary care clinics to existing tools and resources to support digital tool adoption and optimization (e.g., eHealth Centre for Excellence, Ontario MD, EMR supports). Act as a liaison between the PCN and digital supports in Ontario.
- As the digital health landscape in Ontario evolves, learn more about primary care needs for digital support, identify and fill gaps in what primary care wants for help with adopting digital tools in practice.
- Establish and evaluate metrics and indicators to measure and evaluate the impact of the digital support service for PCN members and patients and contribute to ongoing measurement and evaluation activities for digital tools.
- Support local and Ontario Health Team (OHT) priorities and activities.
- Travel within region to provide support at physicians’ offices as required.

**Additional Responsibilities (Based on Expertise)**
- Provide technical IT expertise (server/network/system infrastructure support) acting as the IT resource for physicians in the community.
- Assist in health informatics and data analysis, to support digital health and population health management in primary care.
- Create capacity within primary care clinics to use population health management digital tools and reports (e.g., train and support physicians and staff to use reports/data from EMRs, including Accuro, Practice Solutions, and Oscar) to guide popula

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