Care Attendant, Lead- Virtual Care Center

Care Attendant, Lead- Virtual Care Center

UPMC Corporate Health Services is seeking a Care Attendant, Lead- Virtual Care Center to join our team. This full-time onsite position primarily supports off-shifts and weekends, including overnight hours from 11:00 PM7:00 AM, 9:00 PM7:00 AM and 7:00 PM - 7:00 AM, as well as all weekend shifts. Shifts may be eight, ten or twelve hours in length. There may also be occasional opportunities to support daytime shifts as business needs require.

The Lead provides advanced virtual monitoring support and serves as the on-shift resource for Virtual Care Team. The Lead serves as a critical member of the care team by monitoring patients via secured audio-visual technology to reduce risk and enhance safety. While covering routine monitoring duties, the Lead VSA offers guidance and support to VSAs, and serves as primary contact for workflow questions or concerns. This includes assisting with onboarding and orientation of new hires, supporting departmental projects, and participating in BU or facility-based committees as needed. The Lead VSA adheres to all institutional safety, privacy, and professionalism standards.

If you have prior leadership experience and experience with patients, this could be the next step in your career. Apply today!

Responsibilities:

Transformational Leadership:

• The Lead VSA suggests and supports improvements within the department, assumes responsibility for assigned monitoring station, and views problems as opportunities for service enhancement. In addition to monitoring duties, the Lead VSA acts as an on-shift resource for other VSAs, and addresses staff, and workflow questions and escalates to management as appropriate. Demonstrates awareness of behavior on the efficient functioning and morale of the department and helps foster a positive, solutions-focused environment. May assist in coordinating staff schedules, provide shadowing opportunities for potential new hires, and participate in quality improvement initiatives.

Care Delivery:

• Provides continuous visual and auditory observation of patients using two-way monitoring equipment, ensuring attentiveness throughout shift. When patient behaviors present safety risk, the Lead VSA delivers clear and respectful verbal redirection and immediately notifies the appropriate clinical staff. Provide patients with basic explanations, when necessary, without offering clinical opinions or personal advice. Lead VSAs identify and report visible safety hazards in patient rooms, monitors for escalating behaviors, and contributes to maintaining a safe and dignified environment for all patients. In the event of an emergency or a patient poses a threat to themselves or others, the Lead VSA seeks help or initiates escalation procedures without delay.
• The Lead VSA also coordinates scheduling coverage for team members during the assigned shift to maintain uninterrupted monitoring. Participates in communication hand-off of pertinent information and behavior regarding assigned patients at beginning and upon completion of the shift assignment. Leads may facilitate staff huddles at the start or end of the shift as assigned.
• Provides feedback to the RN/Clinical Team regarding patient care and reports changes in patient status.

Professional Growth:

• Constructively receives feedback and direction. Identifies and communicates learning needs to the direct supervisor. Take action to improve knowledge, skills, and performance. Requests assistance in planning and prioritizing activities, as needed. Participates in self-review as requested by the direct supervisor.

Collaborative Practice:

• Assures equipment malfunctions are reported to the appropriate department, upon discovery. Establishes appropriate and effective communication strategies. Establishes professional and respectful interpersonal relationships to ensure consistent patient coverage and accurate information. Serves as the point person during assigned shifts for initial equipment, workflow, or staff concerns, and escalates larger concerns to management. May contribute feedback to supervisors on staff performance observations related to teamwork and adherence to protocols. Healthy Workforce: Demonstrates the ability to communicate clearly and effectively with all members of the health care team. Demonstrates understanding of cultural diversity, horizontal violence, and impairment in the workplace. Cares for patients and self by supporting safety in the workplace. Develops and maintains productive working relationships internally and externally by demonstrating accountability for actions, enthusiasm, motivation, and commitment to patients and colleagues. Supports a positive team culture by encouraging collaboration, answering peer questions, and modeling professionalism for other Virtual Care Center staff. Assists in reinforcing patient experience standards such as AIDET and other service excellence initiatives.

• High school diploma or equivalent.
• One year of previous experience in leadership required.
• One year of experience in a hospital or safety-sensitive environment preferred.
• One year of patient experience preferred.
• Ability to effectively communicate both orally and in writing.
• Successful completion of UPMC VIRTUAL SAFETY ATTENDANT training program WITHIN 30 days of hire
• Licensure, Certifications, and Clearances: Act 34

UPMC is an Equal Opportunity Employer/Disability/Veteran