Super-Supporters - Specially Trained Staff to Facilitate Virtual Care for Vulnerable Patients and Family Caregivers: A Real-world Implementation and Evaluation Across North and South Carolina

The Super Supporter Technology Navigator Program was designed to support patients, across the health system, to connect more easily and successfully with their providers in Virtual Care appointments. Super Supporters call patients in advance of Virtual Care appointments to remind them of their appointment, ensure that they have a device on which to conduct the appointment, set up the device for a successful Virtual Care appointment, help them set up and log into their patient portal account, and practice connecting with their provider using a practice virtual video visit. This research study is designed to determine differences in connection rate, patient reported health, patient access and responses to a healthcare climate questionnaire by comparing those helped by a Super Supporter and those supported by an Enhanced Usual Care program.