[Hiring] Virtual Care Coordinator @Mount Sinai Health System

Role Description

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
• 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 includes administrative tasks and requires clear communication and collaboration with:

• Clinical team
• Patients
• Digital Technology Partners
• Engineering
• Telehealth platform vendors

Shares accountability for clinical quality and safety outcomes.

Qualifications

• Minimum three years of direct patient care experience including advanced knowledge or experience with the following, five years preferred:
• 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
• Experience drafting organizational protocols and workflows to support telehealth
• Proven ability to identify strategies for measuring and communicating program successes and lessons learned
• Experience identifying patient behaviors that place patient at safety risk
• Experience with telehealth or remote monitoring technology, to include electronic medical records
• Past success with identifying benefits and barriers to implementing telehealth
• Experience communicating telehealth concepts to organizational members as well as to health care consumers
• Bachelor’s degree in health-related field, required
• Master’s degree in health related field, preferred
• Telehealth Coordinator Certification, preferred
• BCLS, Preferred

Requirements

• Performs quality assurance and peer reviews, evaluates telehealth and virtual patient observation program in collaboration with leadership, and makes recommendations for improvement
• 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
• Leads case reviews with hospital partners, implements solutions and monitors outcomes
• Triages and assigns cases for virtual monitoring/observation
• Collaborates with hospital clinical nurses and nursing leadership in real time to ensure that patients placed on unit assigned safety observation meet criteria
• Identifies patients on unit assigned safety observation who may be transitioned to virtual monitoring/observation
• Maintains records of all patients transitioned to virtual monitoring/observation
• Manages and maintains operational database including relevant telehealth and remote monitoring program performance, response times, and quality metrics
• Identifies concerning trends and participates in the development and implementation of corrective action plans
• Provides training on telehealth and remote monitoring workflows, platform application, and documentation requirements to new staff
• 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
• 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
• Sets priorities, problem solves and uses proper judgment in difficult situations
• Performs clinical early warning sign monitoring such as but not limited to vital signs, central line days, and foley catheter days
• Documents patient’s behavior and redirection interventions, and escalation to patient’s clinical team for immediate response to high-risk patient behavior/clinical needs
• Monitors Epic telehealth consult orders, scheduled consults, and scheduled follow up telehealth visits
• Greets patient, family, and visitors, and introduces self and role
• Promptly answers calls from clinical teams
• Ensures that patient’s privacy is protected by adhering to MSHS information security policies and procedures and HIPAA guidelines
• Maintains accurate records of interventions and safety events
• Submits utilization and assignment report every shift to supervisor and site nursing leadership
• Maintains attendance/punctuality records in accordance to department procedure and/or policy
• Maintains a safe, clean and functional environment, including removing trash and bringing physical plant and equipment problems to the attention to the managers
• Other assigned duties/responsibilities

Benefits

• The salary range for the role is $66,482.07 - $72,467.20 Annually
• Actual salaries depend on a variety of factors, including experience, education, and operational need
• The salary range or contractual rate listed does not include bonuses/incentive, differential pay or other forms of compensation or benefits