Signing up for online health records or apps can be confusing enough for computer-savvy folks. But imagine if you're not so familiar with how to use the app, speak another language, or just haven't had time to do it. Digital Equity Expert (DEX) navigators are here to help – onsite in Hennepin Healthcare clinics.
This summer, Hennepin Healthcare has four DEX Navigator Interns working on a 10-week initiative focused on improving patient access, education, and engagement with MyChart, its electronic health record. These bilingual college students started on June 9 and are all returning Talent Garden participants.
They are embedded in some of Hennepin Healthcare's primary care clinics, providing individual and small group help to patients facing barriers using MyChart. They are offering coaching, technical support, and digital education in real time, right where and when patients need it, primarily in clinic waiting areas and check-in spaces, offering brief coaching to help patients access and use MyChart. "I like that Hennepin Healthcare serves a diverse range of patients and offers many resources," said DEX Intern Jacquiline Jara Pallchizaca. "Working at Hennepin Healthcare, I get the chance to interact with many of these patients, some even feeling like family." Jacqueline is a former Talent Garden Intern who will be starting her second year of nursing school this fall.
"There's significant data that shows when patients are more engaged with their care, they have better outcomes. This is what MyChart aims to do: put that care literally into the palms of patients' hands so that they can take on more of an ownership role. With better outcomes comes better utilization of healthcare resources both for patients and health systems," said Chief Information Officer Ryan Jelinek, DO.
About the DEX Program
The DEX Program was created to ensure all patients, regardless of their digital skill level, can engage in their care. The DEX Navigator Interns are actively helping patients:
- Sign up for and use MyChart
- Understand key MyChart features (e.g., messaging, appointment scheduling, test results, billing)
- Identify and overcome access barriers (e.g., connectivity, language, unfamiliarity)
- Receive culturally responsive, real-time support
While these interns serve in ambulatory clinics, Hennepin Healthcare also has a full-time Senior DEX Navigator who supports inpatient digital equity work. Together, the team advances Hennepin Healthcare's ongoing efforts to reduce health disparities, build trust, and improve care coordination through MyChart. In addition to supporting patients, the DEX Internship aims to:
- Strengthen community relationships
- Gather on-the-ground feedback to inform future digital equity strategies
- Provide interns with hands-on experience in health equity, communication, and patient-centered care
Funded by the Graves Foundation, this effort is a collaboration between the DEX Program, Talent Garden, and Population Health.
