Virtual Safety Coordinator

Thank you for considering a career at Bon Secours Mercy Health!

Scheduled Weekly Hours:

Work Shift:

Job Summary:

The virtual safety coordinator is responsible for overseeing the virtual safety companion workflow and virtual monitoring of the assigned patient population. This position evaluates patients utilizing this service and ensures the appropriate coverage for remote monitoring, answers escalation questions from the team and provides oversight during assigned shift. This role ensures patients are connected to the program appropriately and in a timely fashion as well as triaged and discharged from monitoring appropriately. The coordinator serves as a resource to the virtual safety companion, can provide intermittent coverage as needed, serves as a resource when patient conditions escalate and ensures the flow of patients within the program transitions smoothly.

Essential Functions:

• Serves as the primary position for admission of new patients into Virtual Safety Companion service and triages patients off the Virtual Safety Companion service ensuring stability in real-time monitoring operations, patient prioritization, and workflow optimization to ensure safe, efficient, and high-quality virtual observation services.        
• Evaluates patient initiation criteria and assigns monitoring responsibilities to virtual safety companions. Proactively balances assignments to support continuity of care in alignment with available staffing resources.                                    
•  Confirms all patients are properly connected to virtual monitoring technology, assists in troubleshooting device connectivity issues, and collaborates with IT/biomed teams and vendor partners to resolve system disruptions as needed. 
• Serves as a key liaison among virtual safety companions, bedside nursing, clinical leadership, and the operations leaders, facilitating timely communication and coordination of virtual safety services. 
•  Oversees escalation management, including escalation of deteriorating patient conditions, guiding virtual safety companions through appropriate response steps, and coordinating with clinical teams to ensure rapid interventions as needed. 

This document is not an exhaustive list of all responsibilities, skills, duties, requirements, or working conditions associated with the job. Employees may be required to perform other job-related duties as required by their supervisor, subject to reasonable accommodation.

Education:

• Bachelor’s degree in business, healthcare or other related courses (required)

Required Licensing & Certifications:

N/A

Experience:

• 2 year previous direct customer experience; customer friendly (required)
• 2 year of clinical experience (required)
• Previous experience in healthcare/BPO/Shared Services (preferred) 

Skills & Abilities:

• Medical terminology (preferred) 
• Digital literacy and technical proficiency in a variety of remote work tools and platforms
• Cybersecurity awareness and understanding of basic online and patient security practices to protect sensitive information
• Supervisor, team lead, or coordinator experience (preferred)
• Ability to multi-task, delegate, and has customer friendly telephone and verbal communication skills
• Ability to communicate with patients using a microphone and headset
• Ability to interpret and follow detailed written and oral instructions
• Ability to ensure a high level of customer service for all customers including patients, nurses and other medical professionals, and external stakeholders as necessary
• Experience working in complex environments

Training:

N/A

As a Bon Secours Mercy Health associate, you’re part of a Mission that matters. We support your well-being – personally and professionally. Our benefits are built to grow with you and meet your unique needs, every step of the way.

What we offer

• Comprehensive HMO medical coverage, retirement plan and group life and accident insurance

• One-time Work From Home allowance, connectivity allowance, wellness allowance and role-specific allowances

• Paid vacation and sick leave

• Government-mandated benefits: SSS, PhilHealth and Pag-IBIG contributions

• Flexible working model with hybrid, onsite or virtual arrangements (based on role and business need)

• Mission-driven culture events, community outreach and service opportunities

• Learning and development programs, mentorship and clear career growth pathways

• Modern, collaborative office spaces and regular engagement and culture-building activities

Benefits may vary based on employment terms and role.

Department:

It is our policy to comply with all applicable Philippine labor laws and regulations and to uphold equal employment opportunity in all aspects of recruitment and employment.

All applicants will be considered for employment based on merit, qualifications, and business requirements, without regard to race, color, ethnicity, religion, sex, sexual orientation, gender identity or expression, civil status, age, disability, genetic information, nationality, or any other status protected under Philippine law.

We are committed to providing an inclusive workplace free from unlawful discrimination and harassment.

If you are a person with a disability and require reasonable accommodation as part of the application or selection process, please contact the Talent Acquisition Team at [email protected]. We will work with you to provide appropriate assistance in accordance with applicable laws and company policy.