Dr. Rob’s Video Transcript
There’s something called key performance indicators, or KPIs, that companies like to use to evaluate things.
My strong suggestion to you is to develop a set of KPIs with your employer, or if you’re a volunteer, with your agency, to evaluate how you’re doing.
Keep it really simple.
Were you able to schedule appointments?
Did the appointments take place?
Was there technical issues during those appointments? And if so, what?
Have you learned how to remediate those technical difficulties so they won’t happen again?
Were your clients comfortable and happy with you as their digital health navigator?
Was your doctor happy with you as a digital health navigator?
Those six things can be a nice KPI set to look at. Other things, like how many visits you get in and how fast you work, or other such measures, can be worked out with your employer.
But my main concern is caring and quality. That person needs to feel cared for, and they need to have a quality encounter at a minimum with you.
Your job is to do your very best to make it a quality encounter with that busy health provider on the other end of the line who has to know enough to make the right decision for the right medicine, surgery, or therapy for this patient.
Develop those KPIs, and I think you’ll be proud to see how you improve as the job goes on.
Learn It
Performance indicators, or KPIs, help measure how effectively Digital Navigators support their users and community. Regular evaluations based on these KPIs provide meaningful feedback from both program managers and the users served. Common KPIs include user satisfaction, number of individuals assisted, successful appointment support, and improvements in user confidence or health access. Evaluations help Navigators see what is working, identify areas for improvement, and receive guidance to strengthen their skills and impact.
Live It
Review a sample KPI list and evaluate your own performance from a recent interaction, focusing on quality of support, communication, and problem-solving. Ask a peer or supervisor for constructive feedback and compare it with user experiences. Reflect on where your strengths lie and where targeted training could help you grow. Treat performance evaluation as a tool for continuous improvement—not criticism—and set one personal development goal based on your findings.
Share It
Create a simple guide titled “Why KPIs Matter for Digital Navigators.” Include examples such as user satisfaction, health improvement reports, and follow-through on technical support. Share your guide with classmates or your Force for Health feed. Encourage others to embrace KPIs as helpful markers of progress that ensure the navigator program remains effective, accountable, and user-centered. Invite peers to share one KPI they want to improve and how they plan to do it.
