Patient Care Technicians - PCT

Virtual Care Coordinator

As an integral part of a team, the Virtual Care Coordinator is responsible for supporting virtual patient care activities and promoting patient-focused care. This role involves performing various remote monitoring duties related to patient safety and clinical needs. The coordinator provides support and assistance with hospital-based telemedicine services and monitors hospital environmental status. Collaboration on implementing planned telehealth and remote patient monitoring programs is essential. The coordinator works with leadership to coordinate training and participates in developing and executing telehealth best practices. Clear communication and collaboration with the clinical team, patients, and technology partners is required. The Virtual Care Coordinator shares accountability for clinical quality and safety outcomes.

Essential Duties and Responsibilities:

• Perform quality assurance and peer reviews.
• Evaluate telehealth and virtual patient observation programs in collaboration with leadership, making recommendations for improvement.
• Meet regularly with senior leadership to discuss quality metrics.
• Provide feedback and solutions on program workflow expansion.
• Collaborate with hospital partners to lead case reviews and implement solutions.
• Triage and assign cases for virtual monitoring and observation.
• Work with leadership on telehealth policy and workflow development and implementation.
• Maintain an operational database for telehealth and remote monitoring program performance, response times, and quality metrics.
• Identify concerning trends and participate in developing corrective action plans.
• Assist staff in utilizing telehealth platforms and technology effectively.
• Successfully complete Virtual Care Coordinator orientation.
• Provide training on telehealth workflows, platform application, and documentation for new staff.
• Act as a liaison between physicians, clinical staff, and vendors regarding telehealth application issues.
• Facilitate camera utilization by analyzing virtual patient care utilization reports.
• Monitor real-time data and assess eligibility for virtual care.
• Coordinate transitions with hospital care teams based on patient criteria reports.
• Navigate multiple technology platforms to ensure quality care and best outcomes.
• Provide real-time support to troubleshoot issues related to telehealth platforms.
• Conduct continuous observation and surveillance of assigned patients.
• Report any variations or concerns in patient clinical status to registered nurses and physicians.
• Document patient behavior and escalation to the clinical team as needed.
• Suggest discharge from remote monitoring based on observed patient behavior.
• Monitor telehealth consult orders and ensure sessions begin and end as scheduled.
• Greet patients, families, and visitors, introducing self and role.
• Promptly answer calls from clinical teams and use approved communication methods.
• Assist with interpreting through approved methods when needed.
• Ensure patient privacy is protected by adhering to information security policies and HIPAA guidelines.
• Escalate patient safety concerns to nursing supervisors and leadership.
• Report issues with telehealth and remote monitoring equipment.
• Maintain accurate records of interventions and safety events.
• Demonstrate the ability to set priorities, problem-solve, and use proper judgment.
• Exhibit sufficient oral and written skills in the English language for effective communication.
• Submit utilization and assignment reports as required.
• Attend staff meetings, regularly check work email for updates, and participate in team briefs.
• Maintain attendance and punctuality records.
• Ensure a safe and clean environment, addressing any physical plant and equipment problems to management.