SME Validation Survey

Relevance/Importance - Please rate how relevant/important this competency is for patient advocates to demonstrate.

1.4a – Maintain secure electronic records of client communications and service plans.

1.4b – Use basic digital tools (e.g., secure email, video conferencing, productivity software) to engage with clients and stakeholders.

1.4c – Assist clients in accessing and navigating online tools for healthcare services, insurance coverage, or medical records.

Domain One - Associated KSAs

Category One: Electronic Documentation Systems Proficiency

• Ability: Use practice management software to create, store, and update service agreements
• Skill: Securely document client assessments in electronic formats
• Knowledge: Digital tools for tracking advocacy interventions and outcomes
• Skill: Competency with electronic signature platforms for service agreements and consent forms
• Knowledge: Understanding of data backup systems to prevent loss of client documentation

Category Two: Digital Communication for Service Provision

• Knowledge: Familiarity with HIPAA-compliant messaging platforms
• Skill: Conducting effective virtual intake sessions
• Ability: Explain technical aspects of service delivery to clients with varying digital literacy
• Knowledge: Recording and documenting virtual client interactions appropriately
• Knowledge: Understanding of when digital communication is appropriate versus when in-person interaction is necessary

Please Rank the Relevance/Importance of the Proposed Knowledge, Skill and Ability Statements

NOTE: Recommendations are limited to the addition of Knowledge, Skill and Ability Statements

Category One: Healthcare Portal Navigation:

• Knowledge: of mobile health applications that support patient autonomy
• Knowledge: of digital tools for medication management and appointment tracking
• Skill: in teaching clients how to access their own medical records digitally
• Ability: to guide clients through patient portals of different healthcare systems
• Ability: to set up and manage proxy access for caregivers in digital systems

Category Two: Digital Health Information Evaluation:

• Knowledge: of accessible formats for sharing digital health information
• Knowledge: of methods to translate complex digital health information into understandable terms
• Skill: in evaluating the credibility of online health information
• Skill: in helping clients distinguish between evidence-based and unreliable online health information
• Ability: to curate high-quality digital resources appropriate to client needs and literacy levels

Please Rank the Relevance/Importance of the Proposed Knowledge, Skill and Ability Statements

Relevance/Importance - Please rate how relevant/important this competency is for patient advocates to demonstrate.

3.4a – Communicate with clients and care teams via email, telehealth platforms, or electronic messaging in a timely and appropriate manner.

3.4b – Utilize digital literacy strategies to ensure clients with limited technical skills can still access, understand, and benefit from services.

3.4c – Assist clients in verifying the credibility of online health information.

Domain Three - Associated KSAs

Category One: Virtual Relationship Building

• Knowledge: of techniques to compensate for the limitations of virtual communication
• Knowledge: of digital tools that enhance client engagement in virtual settings
• Skill: in conveying empathy effectively through digital platforms
• Skill: in reading and responding to non-verbal cues during video interactions
• Ability: to maintain professional boundaries in the context of digital accessibility

Category Two: Digital Collaboration Tools

• Knowledge: of secure platforms for multi-stakeholder communication
• Knowledge: of digital tools for tracking team communication about client needs
• Skill: in facilitating virtual care team meetings
• Skill: in using shared calendar systems to coordinate care
• Ability: to train clients and family members on collaborative digital tools

Please Rank the Relevance/Importance of the Proposed Knowledge, Skill and Ability Statements

Relevance/Importance - Please rate how relevant/important this competency is for patient advocates to demonstrate.

4.4a – Use electronic resources (e.g., payer portals, provider directories, formulary tools) to assist clients with insurance, billing, or treatment verification.

4.4b – Identify and mitigate technical barriers to care (e.g., incomplete telehealth setup, inaccessible patient portals).

4.4c – Educate clients on secure digital health practices, including privacy settings and authorized data sharing.

Domain Four - Associated KSAs

Category One: Electronic Health Record Navigation

• Knowledge: of interoperability issues between different healthcare systems
• Knowledge: of common EHR platforms and how to interpret data within them
• Skill: in helping clients access and understand their digital health information
• Ability: to identify discrepancies or errors in electronic health records
• Ability: to appropriately request corrections to electronic records

Category Two: Digital Insurance Management

• Knowledge: of digital tools for tracking claims and appeals
• Knowledge: of electronic billing systems and common error codes
• Skill: in navigating online prior authorization processes
• Skill: in using online insurance verification systems
• Ability: to use online pricing transparency tools to compare costs

Please Rank the Relevance/Importance of the Proposed Knowledge, Skill and Ability Statements

Relevance/Importance - Please rate how relevant/important this competency is for patient advocates to demonstrate.

5.5a – Understand basic data protection principles and apply them in the handling of client information.

5.5b – Use secure platforms to protect confidentiality in all forms of digital communication.

5.5c – Recognize when advanced technical expertise is required and refer or consult accordingly.

Domain Five - Associated KSAs

Category One: Digital Privacy and Security Practices

• Knowledge: of secure password management and multi-factor authentication
• Knowledge: of secure cloud storage options for client data
• Knowledge: of breach notification requirements and protocols
• Skill: in recognizing and avoiding phishing attempts and other digital threats
• Ability: to apply encryption and secure data transmission practices effectively

Category Two: Digital Ethics

• Knowledge: of informed consent requirements specific to digital interactions
• Knowledge: of ethical considerations in remote advocacy
• Knowledge: of appropriate use of artificial intelligence tools in advocacy
• Skill: in maintaining confidentiality in digital environments
• Ability: to recognize when technology is creating barriers rather than solutions

Please Rank the Relevance/Importance of the Proposed Knowledge, Skill and Ability Statements