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Description

The Telehealth Technician serves as the library's dedicated specialist for telehealth services and digital health literacy programming. This position provides non-clinical, technical, and navigational support to County residents seeking to access healthcare through the library's telehealth rooms, while also designing and delivering community education programs that build patrons' confidence and competence in managing their health through digital tools and resources. 

Operating strictly within a facilitative, non-clinical role, the Telehealth & Technology Instructor bridges the gap between community members and the healthcare system by removing the technological and digital literacy barriers that too often prevent residents - particularly elderly individuals, those with limited English proficiency, low-income patrons, and people with disabilities - from accessing the care they need. This position also carries shared responsibility for makerspace program support and general technology instruction consistent with the broader Technician/Instructor role.

ESSENTIAL JOB FUNCTIONS

The list of essential functions, as outlined herein, is intended to be representative of the tasks performed within this classification. It is not necessarily descriptive of any one position in the class. The omission of an essential function does not preclude management from assigning duties not listed herein if such functions are a logical assignment to the position.

• Prepares telehealth rooms before each appointment, verifying that camera, microphone, speakers, display, and internet connection are functioning properly and that the room is clean, private, and professionally arranged.
• Assists patrons in launching and navigating the telehealth platform (e.g., Zoom for Healthcare, Doximity, MyChart video visit, or equivalent) and confirming audio/video functionality prior to the appointment. 
• Helps patrons complete required pre-visit digital intake forms, consent documents, or portal registrations when permitted within the scope of the library's service model. 
• Remains available (but outside the room) during telehealth sessions to respond to technical difficulties; re-enters only with patron consent and only to address equipment issues. 
• Conducts post-session room reset, including sanitizing surfaces, logging equipment status, and resetting the platform for the next patron. 
• Maintains a confidential log of room usage and any equipment issues; reports technical failures to the Lead Technical Specialist promptly.
• Facilitates workshops teaching patrons how to set up patient portal accounts (e.g., MyChart, FollowMyHealth, etc.) and navigate their features including test results, appointment scheduling, prescription refills, and secure messaging with providers. 
• Instructs patrons on how to prepare for a telehealth visit: what to expect, how to describe symptoms clearly, what documents or medication lists to have on hand, and how to follow up afterward. 
• Teaches patrons how to evaluate the credibility of online health information sources and distinguish reputable resources (e.g., CDC, NIH, MedlinePlus) from unreliable ones. 
• Provides guidance on accessing community health resources, prescription assistance programs, and local mental health and social services through digital directories.
• Prepares program and classroom spaces prior to each session and restore all areas to operational order following sessions.
• Provides feedback to the Library Manager on curriculum effectiveness, patron engagement, and instructional materials; recommends improvements based on direct patron interactions.
• Assists with development and revision of instructional handouts, visual aids, step-by-step guides, and digital resources.
• Stays current on developments relevant to telehealth areas through self-directed learning and county-provided professional development.
• Assists the Lead Technical Specialist and Technical Lab Lead with routine equipment maintenance, inventory, and prompt reporting of technical issues.
• Supports library-wide events, outreach activities, and public technology demonstrations as assigned.
• Performs other duties as assigned/necessary which are related, or logical in assignment to the position.

Requirements

MINIMUM QUALIFICATIONS

• Education: Associate's Degree in Health Information Technology, Healthcare Administration, Community Health, Public Health, Health Sciences, Information Technology, or a closely related field. 
•  Comfortability communicating professionally in both English and Spanish is preferred.      
• Experience: Two (2) years of experience in a patient-facing, health navigation, community health, or health education role, with demonstrated experience assisting individuals in navigating digital health tools, patient portals, or healthcare systems; demonstrated experience providing instruction, coaching, or facilitated learning to adults or mixed-age groups, and experience working with vulnerable or underserved populations - including elderly individuals, low-income patrons, individuals with limited English proficiency, or people with disabilities - in a health, social services, or community education context. An equivalent combination of education, certification, training and/or experience as determined by Human Resources may be considered in lieu of education requirement.

Miscellaneous: 

• Must possess and maintain a valid Florida Driver's License.
• Ability to work a flexible schedule including evenings and weekends as needed.

KNOWLEDGE, SKILLS, AND ABILITIES

• Working knowledge of major telehealth platforms and video conferencing tools, including basic troubleshooting for audio, video, and connectivity issues. 
• Strong understanding of HIPAA privacy requirements as they apply to a public library telehealth setting - including what information staff may and may not handle, how to ensure room privacy, and how to respond if a patron inadvertently shares protected health information. 
• Ability to maintain strict confidentiality and professional boundaries at all times; understanding that the Technician/Instructor's role is technical facilitation, not clinical guidance or medical advice. 
• Ability to interact with patrons who may be anxious, medically vulnerable, elderly, or unfamiliar with technology - approaching each interaction with patience, sensitivity, and clear plain-language communication. 
• Ability to set up and verify AV equipment reliably and efficiently under time pressure, since telehealth appointments operate on fixed schedules. 
• Familiarity with digital health literacy concepts sufficient to help patrons navigate patient portals and understand how to engage productively with their healthcare providers remotely. 
• Awareness of when and how to make referrals to healthcare navigators, social workers, or community health workers when patron needs exceed the library's scope of service
• Ability to maintain strict confidentiality when supporting telehealth services.
• Patient, empathetic, and effective interpersonal communication skills when working with diverse patron populations.
• Organizational skills for managing classroom setup, supply inventories, patron reservations, and program records.
• Basic troubleshooting skills for common hardware and software issues in a telehealth environment.
• Ability to instruct and simultaneously manage diverse groups of learners including children, teens, adults, and seniors.
• Ability to remain calm, safety-conscious, and professional in a busy, high-activity public environment.

PHYSICAL DEMAND REQUIREMENTS:

• 20 pounds maximum lifting
• Frequent (up to 2/3 of the work time) lifting, carrying up to 10 pounds
• If less lifting is involved will require significant walking/standing
• If mostly sitting is involved will require push/pull on arm or leg controls
• Expressing or exchanging ideas by spoken words or perceiving sound by ear.
• Good eyesight for production or safety of self and others.
• Physical agility is required in kneeling, bending, stooping, and reaching.
• Required to have clear vision at distances of 20 inches or less.

Benefits

• Health Care Plan (Medical, Dental, and Vision)
• Paid Time Off (Vacation, Sick & Public Holidays)
• Tuition Assistance
• Retirement Plan (401k, IRA)
• Life Insurance (Basic, Voluntary & AD&D)
• Short Term & Long Term Disability
• Training & Development
• Wellness Resources
• Full time, Hourly Position
• Pay rate: $24.33/hr