Job Description

POSITION SUMMARY

The Telehealth & Digital Access Specialist provides community-based technology support, digital literacy education, telehealth assistance, and accessibility coaching to individuals with intellectual, developmental, physical, and age-related disabilities, older adults, caregivers, and community members.

The Specialist independently provides one-on-one coaching, facilitates educational workshops, supports community outreach initiatives, and assists individuals in accessing telehealth services, patient portals, and digital health resources. The position also coordinates services with community partners, maintains participant documentation, tracks program outcomes, and identifies opportunities to improve service delivery.

This is a field-based position requiring approximately 80% travel throughout coverage area and 20% administrative responsibilities, including scheduling, documentation, communication, and follow-up activities.

ESSENTIAL FUNCTIONS

Telehealth & Digital Access

• Assist individuals with accessing telehealth appointments using approved virtual platforms.

• Support participants with MyChart, MyChartPLUS, and other approved patient portals.

• Assist with account creation, password resets, multi-factor authentication, appointment scheduling, secure messaging, prescription refill requests, and mobile application updates.

• Troubleshoot common technology issues, including internet connectivity, device compatibility, camera and microphone settings, and application functionality.

• Educate participants on digital privacy, cybersecurity, phishing awareness, password management, and responsible technology use.

Digital Literacy & Accessibility

• Provide one-on-one technology coaching and facilitate group educational sessions using approved curriculum and instructional materials.

• Assist participants in using smartphones, tablets, computers, and common digital applications.

• Demonstrate built-in accessibility features available on consumer devices.

• Reinforce participant learning through follow-up support and continued coaching.

• Adapt instruction to meet participants' learning styles and technology experience.

Documentation & Program Support

• Maintain participant files, service documentation, correspondence, and required program records.

• Complete documentation utilizing approved systems, including JotForms and other reporting tools.

• Track participant outcomes, follow-up activities, and program metrics.

Community Outreach

• Respond to requests for information regarding UCP's Telehealth and Digital Access services.

• Participate in community outreach events, health fairs, libraries, senior centers, housing communities, and partner organizations.

• Deliver presentations and educational workshops promoting digital inclusion and telehealth access.

• Build and maintain collaborative relationships with libraries, senior centers, municipalities, and community organizations.

• Represent UCP at community meetings and outreach events.

Scheduling & Program Coordination

• Coordinate participant appointments, educational sessions, and community visits.

• Collaborate with internal staff and community partners to ensure effective service delivery.

• Assist in coordinating regional schedules and outreach activities.

• Support onboarding and training of new staff and volunteers as assigned.

• Perform all other related duties as assigned.

SKILLS, ABILITIES & KNOWLEDGE

• Customer service and interpersonal skills.

• Ability to teach individuals and groups with varying levels of technology experience.

• Intermediate knowledge of smartphones, tablets, computers, telehealth platforms, and patient portals.

• Ability to troubleshoot common consumer technology issues independently.

• Strong presentation and public speaking skills.

• Excellent organizational, documentation, and time management skills.

• Ability to establish collaborative relationships with participants, caregivers, healthcare providers, and community organizations.

• Ability to work independently while managing a flexible field-based schedule.

• Ability to identify opportunities to improve services and workflows.

• Maintain confidential information in all situations.

• Reliable transportation and ability to travel extensively throughout coverage area

EDUCATION & EXPERIENCE

Required

• Associate's or Bachelor's degree in Human Services, Education, Information Technology, Healthcare, Rehabilitation, or a related field.

• Two to four (2–4) years of experience in technology support, healthcare support, education, human services, community outreach, disability services, aging services, or a related field.

• Demonstrated proficiency using computers, smartphones, tablets, and common software applications.

• Familiarity with CONNIE (Connecticut Health Information Exchange)

• An Assistive Technology Specialist (ATS) credential or a related certification within one year of employment

• Valid driver's license and reliable transportation.

Preferred

• Experience working with individuals with disabilities, older adults, or caregivers.

• Experience conducting community presentations or educational workshops.

• Familiarity with telehealth platforms, MyChart, MyChartPLUS, or similar patient portals.

• Experience with accessibility features and assistive technology.

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