Virtual Care Coordinator

Pay Rate: 24$ to 29$ Per Hour

Shift Hours: 3PM - 11PM

Summary:

• Responsible for supporting virtual patient care activities and promoting patient-focused care within the company.
• Perform various remote monitoring duties, including patient monitoring for safety and clinical needs.
• Provide support and assistance with 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 the development and execution of telehealth best practices.
• Require clear communication and collaboration with clinical team, patients, Digital Technology Partners, engineering, telehealth platform vendors.
• Share accountability for clinical quality and safety outcomes.

Responsibilities:

• Perform quality assurance and peer reviews, evaluate telehealth and virtual patient observation program, and make recommendations for improvement.
• Meet with senior leadership regularly to discuss Virtual Hospital Program quality metrics, 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.
• 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.
• Provide “White Glove Service” by providing physicians and clinical staff with 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 prevention of falls and injury.
• 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.
• Document patient’s behavior and redirection interventions, and escalate to patient’s clinical team for immediate response to high-risk patient behavior/clinical needs.
• 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 and use approved methods of communication.
• 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.
• Maintain accurate records of interventions and safety events.
• Set priorities, problem solve, use proper judgment in difficult situations, and be flexible.

Requirements:

• Minimum three years of direct patient care experience including experience with telehealth or remote monitoring technology.
• Experience creating policies that impact Telehealth, Quality, Outcomes, and Data Collection.
• Proven ability to analyze key legislative, regulatory, and organizational policies that impact the use of telehealth.
• Experience with electronic medical records and telehealth technologies.
• Proven ability to identify data elements to collect to support quality improvement/quality assurance.
• Developed efficient clinical telehealth workflows and drafted organizational protocols to support telehealth.
• Experience developing strategies that support effective telehealth program development.
• Ability to consider language, culture, and disability in using telehealth technologies.

Preferred Skills:

• Associate or Bachelor’s degree in health-related field, preferred.
• Experience communicating telehealth concepts to organizational members as well as to health care consumers.
• Ability to identify elements of a successful telehealth encounter and quality telepresence.
• 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.