Patient Engagement Coordinator, Virtual Care and myUHN

PATIENT ENGAGEMENT COORDINATOR, VIRTUAL CARE AND myUHN

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
• Collaborate with UHN subject matter experts to enhance myUHN and virtual care technologies digital literacy engagement activities, training and communication
• 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 strategic needs and priorities of the position, department or portfolio evolve
• Undergraduate degree in a health-related field or related work experience in virtual care technologies, health policy, health education, or communication or recognized equivalent required;
• Minimum 1-2 years practical and related experience and/or 1 year on-the-job training required;
• Experience working within health care and education, preferable in a hospital environment;
• Excellent written and verbal communication skills and listening skills;
• Knowledge of UHN digital platforms an asset;
• Knowledge of functionality and navigating personal devices (e.g. smartphones, tablets, computers);
• Strong computer skills (Internet, Microsoft Word, Outlook, PowerPoint, Excel);
• Proven adaptability to varying roles and responsibilities as needs and priorities of the position evolve;
• Demonstrated ability to build successful working relationships with all levels of staff.
• Vaccines (COVID-19 and others) are a requirement of the job unless you have an exemption on a medical ground pursuant to the Ontario Human Rights Code.

Why join UHN?

In addition to working alongside some of the most talented and inspiring healthcare professionals in the world, UHN offers a wide range of benefits, programs and perks. It is the comprehensiveness of these offerings that makes it a differentiating factor, allowing you to find value where it matters most to you, now and throughout your career at UHN.

• Competitive offer packages
• Government organization and a member of the Healthcare of Ontario Pension Plan (HOOPP https://hoopp.com/)
• Close access to Transit and UHN shuttle service
• A flexible work environment
• Opportunities for development and promotions within a large organization
• Additional perks (multiple corporate discounts including: travel, restaurants, parking, phone plans, auto insurance discounts, on-site gyms, etc.)

Current UHN employees must have successfully completed their probationary period, have a good employee record along with satisfactory attendance in accordance with UHN's attendance management program, to be eligible for consideration.

Vaccines (COVID and others) are a requirement of the job unless you have an exemption on a medical ground pursuant to the Ontario Human Rights Code.

UHN is a respectful, caring, and inclusive workplace. We are committed to championing accessibility, diversity and equal opportunity. Requests for accommodation can be made at any stage of the recruitment process. Applicants need to make their requirements known in advance. Any information received related to an accommodation will be addressed confidentially.

University Health Network thanks all applicants, however, only those selected for an interview will be contacted.