Tracking key metrics, such as the number of people helped, and the satisfaction level of the users
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
Tracking key metrics helps measure the effectiveness of Digital Navigators and the success of the telehealth support program. Important indicators include the number of users assisted, appointments scheduled, technical issues resolved, user satisfaction ratings, and the percentage of users who report improved access or better health outcomes. Reviewing this data allows program managers to identify strengths, pinpoint gaps, and make informed decisions about training, staffing, and service improvements.
Live It
Practice collecting and organizing basic metrics for a small group or mock session. Track how many users you assist, what support they need, and how satisfied they feel afterward. Use simple forms or spreadsheets to record patterns. Reflect on what the numbers show—are users becoming more confident? Are certain barriers recurring? This hands-on evaluation helps you understand how data guides program improvement.
Share It
Create a simple dashboard or summary titled “How We Measure Digital Navigator Impact.” Include sample metrics such as users helped, satisfaction scores, and health improvements. Share this with classmates or in your Force for Health feed. Encourage others to see metrics not as criticism, but as a powerful tool for growth, accountability, and continuous improvement in community telehealth support.
