Virtual Patient Companion

Dignity Health; Phoenix (AZ); On-site; USD 35,000 - 55,000; Full time

Job summary

An established industry player in healthcare is seeking compassionate individuals to join their team as Virtual Patient Companions. This rewarding role involves providing essential support to patients across a 24/7 virtual call center, ensuring their safety and comfort through continuous monitoring and effective communication. You'll utilize advanced video observation technology to keep an eye on patients while collaborating closely with onsite healthcare staff. If you're dedicated to making a difference in patients' lives and thrive in a dynamic environment, this is the perfect opportunity for you to shine and grow your career in a supportive organization committed to compassion and community health.

Benefits

Health Insurance

Dental Insurance

Vision Insurance

Paid Vacation

Retirement Plans

Adoption Assistance

Performance Bonus Eligibility

Qualifications

• 3 years of recent patient care experience or nursing fundamentals completion.
• Ability to recognize patient agitation and follow established protocols.

Responsibilities

• Monitor patients via video observation and maintain communication.
• Report changes in patient behavior to the onsite care team.

Skills

Patient Care Experience

Communication Skills

Observation Skills

Ability to Handle Stress

Technical Troubleshooting

Education

High School Diploma or Equivalent

Nursing Fundamentals

Tools

Video Observation Platforms

Telecommunication Tools

Electronic Medical Records (EMR)

Job description

Overview

CommonSpirit Health was formed by the alignment of Catholic Health Initiatives (CHI) and Dignity Health. With more than 700 care sites across the U.S. from clinics and hospitals to home-based care and virtual care services, CommonSpirit is accessible to nearly one out of every four U.S. residents. Our world needs compassion like never before. Our communities need caring and our families need protection. With our combined resources, CommonSpirit is committed to building healthy communities, advocating for those who are poor and vulnerable, and innovating how and where healing can happen both inside our hospitals and out in the community.

Responsibilities

This position provides virtual patient companion services to the patients of CommonSpirit Health across the United States, and it must work on-site at our Phoenix AZ Virtual Hospital located at 3033 N. 3rd Avenue.

Virtual Patient Companion

Working as a Patient Companion is a rewarding career that allows you to help people in need across the United States in a 24/7 virtual call center environment. As part of our highly specialized team of patient caregivers at CommonSpirit Health's Virtual Hospital in Phoenix, AZ, this position will continually monitor patients that have been identified as being high risk of falling, elopement, illicit drug/alcohol use, disoriented/demented, pulling out lines/tubes and/or other areas of potential concern that could jeopardize their safety or ability to heal at 140+ hospitals across 21 states. Patient Companions are naturally compassionate individuals who are comfortable talking to people who might be emotional, panicked, stressed or in pain. While working under stress, the right person will be eager to work virtually with our patients in a calm and efficient manner and respond to situations ensuring the best possible outcome for the patient. Is that person you?

What you'll do:

Utilizing live non-recorded streaming video equipment and two-way communication devices, you will be the eyes and ears for our onsite patient care team by maintaining continuous surveillance of assigned patients across the country. You will need to recognize the difference between emergency and non-emergency changes in behaviors and quickly evaluate the situation, initiating communication with patients as appropriate or reporting any situation needing immediate and direct intervention to maintain patient safety, healing, and comfort. You will practice direct observation and active listening skills to anticipate a change in behavior and know which questions to ask to obtain critical details needed to accurately and efficiently engage the onsite staff. You may serve as the patient’s lifeline for questions or an escalation trigger for immediate patient care needed or simply a sense of comfort knowing that someone is always there while not being directly in the room.

While you’re busy caring for our patients, we’ll take care of you with benefits that include health/dental/vision, FSA, matching retirement plans, paid vacation, adoption assistance, performance bonus eligibility and more!

Why should you choose us:

What sets us apart from other healthcare organizations? In short, it all starts with our current employees. They believe in living our mission to provide compassion to everyone. We, in turn, believe that growing and supporting our people allows us to deliver a higher degree of quality care to our patients. Whether in-person or virtually, CommonSpirit Health advocates for all who live in the communities we serve, especially the most vulnerable. Choose an organization that will champion your talents and nurture your career. Choose CommonSpirit Health!

Work Requires:

• Ability to accurately recognize signs of patient agitation, impulsiveness, pulling at lines/tubes, and/or illicit drug or alcohol use.
• Capacity to take appropriate action and follow established protocols of notifying staff of patient safety concern(s) identified and maintain effective communication channels with patients, colleagues, and bedside direct patient care staff.
• Reporting potentially dangerous changes in patient behavior and escalating communications as necessary using established protocols and best judgment.
• Knowledge of or ability to learn procedures, equipment, and terminology applicable to the operations of the assigned work unit.

An Incumbent:

• Monitors patients utilizing video observation platforms and telecommunication tools.
• Follows proper channels of communication in handling routine and emergency situations.
• Follows established protocols/procedures.
• Has awareness of and strives to improve department metrics.
• Represents the core values of CommonSpirit Health during all interactions.

Essential Key Job Responsibilities

• Maintains continuous surveillance of assigned patients/rooms to ensure the patient is interacting appropriately with the care environment and surroundings; initiates communication with the patient as appropriate.
• Communicates with bedside staff in a timely, professional, and courteous manner.
• Reports camera disruption or obstructions to the patient care team in a timely manner.
• Identifies changes in the patient’s behavior and/or condition in accordance with established guidelines.

Documents observations and subsequent actions taken to maintain timely and accurate records.

• Documents calls to care providers or use of STAT alarm. Documents and reports adverse events using the IRIS system.
• Documents and reports system and/or equipment malfunctions to the appropriate party.

Qualifications

Required:

• High School diploma or equivalent and 3 years of recent patient care experience OR official transcript reflecting completion of fundamentals of nursing and one semester of clinical practice in an RN school.

Preferred:

• Current Nursing Assistant, Medical Assistant, or EMT or higher level of medical field certification/license OR current enrollment in a healthcare specialty program such as medical school, nursing, respiratory therapy, radiology technician, etc.

Skills, Abilities, and Knowledge:

• Knowledge of or ability to learn the function and use of the streaming video monitoring equipment.
• Ability to learn to access multiple video observation platforms, access EMRs through separate hospital portals, and understand hospital-specific workflow protocols.
• Ability to maintain constant observation of assigned patient rooms and to identify circumstances needing timely intervention/assistance from on-site healthcare staff.
• Ability to understand and follow established protocols/procedures applicable to the assigned hospital in a timely and compliant manner.
• Ability to document observations and actions taken in a timely and accurate manner.
• Ability to establish and maintain effective relationships as required by the duties of the position.
• Ability to take appropriate action and follow established protocols in notifying RN staff of changes in cardiac rhythm and arrhythmias.
• Ability to troubleshoot routine technical equipment problems.
• Ability to perform basic math calculations including addition and subtraction.
• Ability to understand and apply instructions provided by the supervisor in charge.
• Ability to understand and adhere to procedures relating to protected healthcare information, safety, and risk management.
• Ability to read, understand, and communicate in English sufficient to perform the duties of the position.
• Ability to use office equipment and automated systems/applications/software at an acceptable level.
• Ability to establish and maintain effective working relationships as required by the duties of the position.
• Satisfactory completion of the competency-based training program as a Virtual Companion at CommonSpirit Health.