Video Monitoring Program Coordinator

Yale New Haven Health • New Haven, CT

2d

About The Position

To be part of our organization, every employee should understand and share in the YNHHS Vision, support our Mission, and live our Values. These values - integrity, patient-centered, respect, accountability, and compassion - must guide what we do, as individuals and professionals, every day.

Under the supervision of the Assistant Patient Service Manager & Clinical Program director, supports overall operational strategy and utilization of the Avasure Telesitter Program. This is including but not limited to increasing and driving utilization, assisting with triaging and escalating issues, standardizing processes and safety initiatives, and manage the scheduling of telesitters to ensure 24/7 video monitoring coverage. The Program Coordinator is able to respond to the changing needs of our patients and the operational needs of our organization. They should posess creative thinking skills, be adept at problem solving and evaluating areas for improvement in workflows. The individual should have the ability to collaborate effectively with all stakeholders, clinical leaders, and caregivers involved in the video monitoring program. Maintain an effective and well-functioning system that accomplishes the identified program goals and outcomes.

EEO/AA/Disability/Veteran

Requirements

• A minimum of a high school diploma or GED. Some college or advanced training preferred.
• 1-2 years of relevant administrative experience. Education as above.
• None required
• Excellent customer service skills, effective verbal and nonverbal communication skills, ability to direct staff and manage a team. Delegation and ensuring accountability. Strong leadership and clerical skills. Able to navigate a high-intensity environment.
• Able to lift a minimum of 40 pounds. Consistent use of body mechanics. Work involves sitting in a chair for long periods of time; stands and walks through department or facility as required.

Responsibilities

• Under the direction of the APSM & Director, provides 24-hour operational accountability for the video monitoring program.
• Collaborates with the Director, Nurse Managers of the unit(s), nursing leaders, and site leads to develop and oversee a safe and therapeutic environment for all patients and a high performing work environment for all staff.
• Responsible for all staff related matters, and operating within budgetary guidelines, while continuing to enhance safe, quality patient-centered care.
• Supervises video telesitters and video monitoring staff, including responsibilities for the effective selection, development, and ongoing performance management of staff, to ensure the right talent is in place to achieve staff experience, clinical, patient experience, quality, and financial goals.
• Serves as a role model for excellence in leadership, standards of behavior and performance and service excellence and promotes the development of critical thinking skills in the clinical areas.
• Participates in the development, implementation, and ongoing evaluation of the program and makes necessary changes based on feedback from other sites to increase efficiency while maintaining and/or improving care and care delivery quality
• Supports the unit staff and provides oversight to staff managing routine day to day operations of the video monitoring program, including staffing, troubleshooting IT/IS downtimes, and identifying care delivery priorities.
• Supports shared decision making and promotes a culture of excellence and innovation at the employee and departmental levels.
• Identifies key drivers in utilization and continuously evaluates care processes and patient outcomes for opportunities for improvement.
• Ensures that staff (licensed and non-licensed) are current in competency assessments, licensure, certifications, and other annual training in accordance with the appropriate regulatory and/or hospital requirements.
• Maintains thorough understanding of hospital polices and protocols, and practices within those guidelines.
• Demonstrates competency and compliance with all regulatory expectations and guidelines.
• Collaborates with multidisciplinary departments at each delivery site to eliminate barriers to efficient delivery of care.
• Builds a network of positive working relationships that advocates for the patient and promotes continual growth within the program.
• Leads regularly scheduled committee meetings between sites to review data and metrics, and set expectations and goals pertaining to sitter cost, utilization, and satisfaction.
• Coordinates and manages scheduling of all video monitoring sitters to ensure 24/7 coverage.
• Observe shift handoff to ensure all necessary information is shared between video monitoring sitters.
• Ensure video monitoring sitters are following the Standards of Professional Behaviors by: identifying themselves, being polite, escalating to person in charge or manager, de-escalating as needed, arccing up direct complaints to management.
• Prepare daily assignment sheets to ensure appropriate level of monitoring coverage, manage sick calls, PTO, vacations of video monitoring staff.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED