STAT March 24, 2023
LAWRENCE, MASS. — Herman Quintero was cracking jokes about the lottery, touching just below his right eye for luck. It came down to the Mega Millions to pay the medical bill he pulled up on the Patient Gateway app on his phone. Or somebody lending a hand, he said, eyes puckish as they peered out from under a navy blue Tigers baseball cap — a relic of his years working on a car assembly line in Detroit — and over at the Digital Access Coordinator sitting beside him. Janelle Vargas shook her head. After two years helping him navigate his health care online, she was used to Quintero’s quips.
It was Vargas who helped him learn how to pull up...
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