Virtual Care Coordinator

Pay Rate: $25 per hour - $30 per hour

Summary:

• Shift timings full time - 11PM-7AM - every other weekend required
• As an integral part of a team, responsible for supporting virtual patient care activities and promoting patient-focused care within the company Health System.
• Perform various remote monitoring duties, including patient safety and clinical needs monitoring, support for hospital-based telemedicine services, and monitoring of hospital environmental status.
• Collaborate on implementing planned telehealth and remote patient monitoring programs, coordinate training, and participate in developing telehealth best practices.
• Requires clear communication and collaboration with clinical teams, patients, Digital Technology Partners, engineering, telehealth platform vendors, and other associated managerial duties.
• Shares accountability for clinical quality and safety outcomes.

Responsibilities:

• Perform quality assurance and peer reviews, evaluate telehealth and virtual patient observation programs, and make recommendations for improvement.
• Meet with senior leadership regularly to discuss Virtual Hospital Program quality metrics and provide feedback and solutions on program workflow expansion.
• Collaborate and lead case reviews with hospital partners, implement solutions, and monitor outcomes.
• Triage and assign cases for virtual monitoring/observation.
• Collaborate with leadership on telehealth policy and workflow development and implementation.
• Maintain operational database including relevant telehealth and remote monitoring program performance, response times, and quality metrics.
• Identify concerning trends and participate in the development and implementation of corrective action plans.
• Work with staff to efficiently utilize telehealth platforms and technology to carry out goals and objectives of the company Health System.
• Complete Virtual Care Coordinator orientation successfully.
• Provide training on telehealth and remote monitoring workflows, platform application, and documentation requirements to new staff.
• Serve as a liaison between physicians, clinical staff, Digital Technology Partners, and vendors on all telehealth and remote monitoring application platform software or workflow issues.
• Facilitate camera utilization by analyzing virtual patient care utilization reports, monitoring real-time data, and assessing eligibility for virtual care.
• Navigate multiple technology platforms and work with healthcare providers to ensure quality care and best outcomes.
• Provide “White Glove Service” by offering real-time support to troubleshoot issues related to telehealth and remote monitoring platforms and equipment.
• Provide continuous observation and surveillance of assigned patients to observe for changes in clinical status or behavior, ensure safety, and prevent falls and injury as directed by the patient’s registered nurse.
• Perform clinical early warning sign monitoring such as vital signs, central line days, and foley catheter days.
• Communicate and collaborate effectively with patients, visitors, and other members of the clinical team.
• Report any variations or concerns in patient's clinical status and/or behavior to the registered nurse and/or physician immediately.
• Document patient’s behavior and redirection interventions, and escalate to patient’s clinical team for immediate response to high-risk patient behavior/clinical needs.
• Suggest to registered nurse and nursing supervisor if patient can be discharged from remote patient monitoring based on observed patient behavior.
• Monitor Epic telehealth consult orders, scheduled consults, and scheduled follow-up telehealth visits.
• Ensure that telehealth sessions begin as scheduled and are completed utilizing telehealth platform without issues.
• Greet patient, family, and visitors, and introduce self and role.
• Promptly answer calls from clinical teams.
• Use approved methods of communication with clinical team.
• Assist in interpreting through approved methods, as needed.
• Ensure that patient’s privacy is protected by adhering to information security policies and procedures and HIPAA guidelines.
• Escalate and report patient safety concerns to registered nurse and/or nursing supervisor, and Clinical Command Center Virtual Hospital Services leadership.
• Escalate issues with telehealth and remote monitoring equipment.
• Maintain accurate records of interventions and safety events.
• Set priorities, problem solve, use proper judgment in difficult situations and be flexible.
• Possess sufficient oral and writing skills in the English language to communicate effectively.
• Submit utilization and assignment report every shift to supervisor and site nursing leadership.
• Attend staff meetings, regularly check work email to stay up to date on new initiatives, and participate in team briefs.
• Maintain attendance/punctuality records in accordance with department procedure and/or policy.
• Maintain a safe, clean, and functional environment, including removing trash and bringing physical plant and equipment problems to the attention of the managers.

Requirements:

• Minimum three years of direct patient care experience.
• Experience creating policies that impact Telehealth.
• Experience with Quality, Outcomes, and Data Collection.
• Proven ability to analyze key legislative, regulatory, and organizational policies that impact the use of telehealth.
• Proven ability to identify data elements to collect to support quality improvement/quality assurance.
• Developed efficient clinical telehealth workflows.
• Experience drafting organizational protocols to support telehealth.
• Experience developing strategies that support effective telehealth program development.
• Proven ability to identify strategies for measuring and communicating program successes and lessons learned.
• Experience identifying changes in patient’s clinical status and behavior that require escalation to clinical team.
• Experience identifying patient behaviors that place patient at safety risk.
• Past success with collaborating with interdisciplinary team.
• Experience with telehealth or remote monitoring technology.
• Experience with electronic medical records.
• Experience with telehealth technologies and appropriate uses for them.
• Past success with identifying benefits and barriers to implementing telehealth.
• Experience communicating telehealth concepts to organizational members as well as to health care consumers.
• Proven ability to identify elements of a successful telehealth encounter and quality telepresence.
• Ability to consider language, culture, and disability in using telehealth technologies.

Preferred Skills:

• Associate or Bachelor’s degree in health-related field, preferred.