Virtual Care Coordinator

Summary: As an integral part of a team the Virtual Care Coordinator is responsible for supporting virtual patient care activities and promoting patient focused care within the Mount Sinai Health System. This role is responsible for performing various remote monitoring duties involving but not limited to patient monitoring for safety and clinical needs providing support and assistance with hospital based telemedicine services and monitoring of hospital environmental status. The Virtual Care Coordinator will collaborate on implementing planned telehealth and remote patient monitoring programs collaborate with leadership to coordinate training and participate in development and execution of telehealth best practices. Role requires clear communication and collaboration with clinical team patients Digital Technology Partners engineering telehealth platform vendors as well as other associated managerial duties. Shares accountability for clinical quality and safety outcomes.

Essential Duties and Responsibilities

1. Performs quality assurance and peer reviews evaluates telehealth and virtual patient observation program in collaboration with leadership and makes recommendations for improvement.
2. Responsible for meeting with senior leadership on regular cadence (minimum monthly) to discuss Virtual Hospital Program quality metrics provide feedback and solutions on program workflow expansion.
3. Collaborates and lead case reviews with hospital partners and implements solutions and monitor outcomes.
4. Triages and assigns cases for virtual monitoring/observation.
5. Collaborates with leadership on telehealth policy and workflow development and implementation.
6. Runs and maintains operational database including relevant telehealth and remote monitoring program performance response times and quality metrics.
7. Identifies concerning trends and participates in the development and implementation of corrective action plans.
8. Works with staff to efficiently utilize telehealth platforms and technology to carry out goals and objectives of the Mount Sinai Health System.
9. Successful completion of Virtual Care Coordinator orientation.
10. Provides training on telehealth and remote monitoring workflows platform application and documentation requirements to new staff.
11. Serves as a liaison between physicians clinical staff Digital Technology Partners and vendors on all telehealth and remote monitoring application platform software or workflow issues.

12. Facilitates camera utilization by analyzing virtual patient care utilization reports monitoring real time data and assess eligibility for virtual care. Coordinates transition with hospital care team patient criteria reports.
13. Navigates multiple technology platforms and work with healthcare providers to ensure quality care and best outcomes.
14. Provides 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.
15. Provides continuous observation and surveillance of assigned patients to observe for changes in clinical status or behavior ensure safety and prevention of falls and injury as directed by the patient s registered nurse.
16. Performs clinical early warning sign monitoring such as but not limited to vital signs central line days and foley catheter days.
17. Interpersonal skills to effectively communicate and collaborate with patients visitors and other members of the clinical team.
18. Immediately reports any variations or concerns in patients clinical status and/or behavior to the registered nurse and/or physician.
19. Documents patient s behavior and redirection interventions and escalation to patient s clinical team for immediate response to high risk patient behavior/clinical needs. On paper.
20. Suggest to registered nurse and nursing supervisor if patient can be discharged from remote patient monitoring based on observed patient behavior.
21. Monitors Epic telehealth consult orders scheduled consults and scheduled follow up telehealth visits.
22. Ensures that telehealth sessions begin as scheduled and are completed utilizing telehealth platform without issues.
23. Greets patient family and visitors and introduces self and role.
24. Promptly answers calls from clinical teams.
25. Uses approved methods of communication with clinical team.
26. Assists in interpreting through approved methods as needed.
27. Ensures that patient s privacy is protected by adhering to MSHS information security policies and procedures and HIPAA guidelines.
28. Escalates and reports patient safety concerns to registered nurse and/or nursing supervisor and Clinical Command Center Virtual Hospital Services leadership
29. Escalates issues with telehealth and remote monitoring equipment.
30. Maintains accurate records of interventions and safety events.
31. Ability to set priorities problem solve use proper judgment in difficult situations and be flexible.
32. Sufficient oral and writing skills in the English language in order to communicate effectively.
33. Submits utilization and assignment report every shift to supervisor and site nursing leadership.
34. Attends staff meetings regularly checks work email to stay up to date on new initiatives and participates in team briefs.
35. Maintains attendance/punctuality records in accordance to department procedure and/or policy.
36. Maintain a safe clean and functional environment including removing trash and bringing physical plant and equipment problems to the attention to the managers.

Experience Requirements

Minimum three years of direct patient care experience including experience with the following:

1. Experience creating policies that impact Telehealth.
2. Experience with Quality Outcomes and Data Collection.
3. Proven ability to analyze key legislative regulatory and organizational policies that impact the use of telehealth.
4. Proven ability to identify data elements to collect to support quality improvement/quality assurance.
5. Developed efficient clinical telehealth workflows.
6. Experience drafting organizational protocols to support telehealth.
7. Experience developing strategies that support effective telehealth program development.
8. Proven ability to identify strategies for measuring and communicating program successes and lessons learned.
9. Experience identifying changes in patient s clinical status and behavior that require escalation to clinical team.
10. Experience identifying patient behaviors that place patient at safety risk.
11. Past success with collaborating with interdisciplinary team.
12. Experience with telehealth or remote monitoring technology.
13. Experience with electronic medical records.
14. Experience with telehealth technologies and appropriate uses for them.
15. Past success with identifying benefits and barriers to implementing telehealth.
16. Experience communicating telehealth concepts to organizational members as well as to health care consumers.
17. Proven ability to identify elements of a successful telehealth encounter and quality telepresence.
18. Ability to consider language culture and disability in using telehealth technologies.

Education Licensing and Certification Requirements (if applicable)

Associate or Bachelor s degree in health related field preferred