Patient Engagement Coordinator, Virtual Care and

4 weeks ago

Toronto, Canada University Health Network Full time

**PATIENT ENGAGEMENT COORDINATOR, VIRTUAL CARE AND myUHN**

**Job Posting #: 923023**

**Site: Toronto General Hospital**

**Department: Virtual Care**

**Reports to: Senior Manager, Virtual Care and myUHN**

**Hours: 37.5 hours per week**

**Salary: $29.68 - $37.10 per hour**

**Status: Temporary Full-Time**

**Posted Date: August 3, 2023**

**Closing Date: August 17, 2023**

The University Health Network, where “above all else the needs of patients come first”, encompasses Toronto General Hospital, Toronto Western Hospital, Princess Margaret Cancer Centre, Toronto Rehabilitation Institute and the Michener Institute of Education. The breadth of research, the complexity of the cases treated, and the magnitude of its educational enterprise has made UHN a national and international resource for patient care, research and education. With a long tradition of ground breaking firsts and a purpose of “Transforming lives and communities through excellence in care, discovery and learning”, the University Health Network (UHN), Canada’s largest research teaching hospital, brings together over 16,000 employees, more than 1,200 physicians, 8,000+ students, and many volunteers. UHN is a caring, creative place where amazing people are amazing the world.

There is a growing and strategic need to provide patient and staff support for virtual care technologies,
which include Ontario Telemedicine Network (OTN), Microsoft Teams (MS) and myUHN Patient Portal
- where patients can access their health information in real-time. More technologies may be added as
part of UHN’s strategic roadmap. Such programs are an essential component of the patient's healthcare
journey, supporting patient empowerment and self-management through access to their information.
Virtual care technologies are available to all patients and is a demonstration of UHN’s purpose, values
and principles in action on how the needs of the patient come first.

To meet such needs, UHN went through a Clinical Transformation supercharged by a new Health
Information System (HIS), powered by Epic.

This clinical transformation included transitioning from the existing myUHN Patient Portal to Epic’s
Patient Portal and integrating virtual care technologies into Epic. The updated myUHN will have
interactive features enabling patients to access more of their personal health information via a secure
website or app. With Epic’s version of myUHN, virtual care technologies will be more accessible to
patients and health care teams.

JOB SUMMARY:
As an integral member of the myUHN Patient Experience and Virtual Care Operations team, the Support
Coordinator is responsible for contributing to daily operations; such as:

- Providing real-time support to patients, their caregivers, and UHN care providers; such as, digital literacy, training and education regarding the myUHN patient portal and virtual care technologies
- Developing and implementing marketing and outreach strategies to engage patients, families, caregivers, and UHN staff
- Developing and maintaining resources to facilitate access to virtual care technologies; and
- Measuring the impact of the patient portal and virtual care technologies on our patients, their caregivers, and UHN’s care providers

RESPONSIBILITIES:
Key responsibilities include but are not limited to:

- Provide first-level support to patients, caregivers, proxy users and staff that is aligned with UHN’s Patient Declaration of Values. First level support includes: responding to myUHN and virtual care inquiries, troubleshooting and resolving access issues, and triaging patients to the appropriate care team.
- Collaborate with multiple stakeholders and provides leadership to resolve access, technical or quality of information issues along with contributing to quality improvement initiatives
- Update, maintain and distribute myUHN and Virtual Care marketing and communication material, including patient information brochures, staff tip sheets, FAQ’s, startup kits, posters
- Support the coordination of digital health literacy patient, community and staff engagement activities, such as marketing events, demos and in-services
- Consult on various virtual care technologies and myUHN projects to help improve the patient and staff experience and improve clinical efficiency

QUALIFICATIONS:

- Ability to communicate effectively with those who have low digital literacy skills
- Strong and exceptional interpersonal and communication skills that demonstrate compassion, empathy, patience and respect for colleagues, patients, family members, and caregivers
- Demonstrated ability to build successful working relationships with patients, caregivers, all levels of staff, physicians and external partners such as government bodies or community health organizations
- Ability to work in a fast-paced environment; strong time management skills and excellent organizational, planning skills
- Proven adaptability to varying roles and responsibilities as strate

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