Virtual Care Coordinator

Job Description: Virtual Care Coordinator

Location: New York, NY 10017

Shift: 3:00 PM – 11:00 PM

Schedule: 8-hour shifts, 5 days/week

Duration: 13+ weeks (extendable)

Pay Rate: $26–$28 per hour

Position Summary

The Virtual Care Coordinator plays an integral role in supporting virtual patient care activities across the Hospital. This position is responsible for remote patient monitoring, telehealth workflow support, safety surveillance, and coordination of virtual care services. The coordinator collaborates with clinical teams, leadership, technology partners, and vendors to ensure high-quality telehealth operations and patient-centered care.

The Virtual Care Coordinator contributes to the development, implementation, and evaluation of telehealth programs, ensures exceptional service delivery, and upholds standards of clinical quality and safety.

Essential Duties & Responsibilities

Program Oversight & Quality Assurance

• Perform quality assurance, peer review, and evaluation of virtual patient observation and telehealth programs in collaboration with leadership.
• Meet regularly (minimum monthly) with senior leadership to review quality metrics and discuss workflow improvements.
• Lead case reviews with hospital partners, implement solutions, and monitor outcomes.
• Identify trends and participate in developing corrective action plans.
• Maintain and manage operational databases including telehealth performance metrics and response times.

Telehealth Operations & Workflow Support

• Triages and assigns cases for virtual monitoring/observation.
• Collaborates with leadership on telehealth policy, workflow development, and implementation.
• Support clinical staff in effectively using telehealth platforms and related technologies.
• Provide real-time and troubleshooting for telehealth equipment and applications.
• Train new staff on telehealth workflows, platform usage, and documentation requirements.
• Act as a liaison between physicians, clinical staff, Digital Technology Partners, and vendors regarding telehealth software and workflow issues.

Patient Monitoring & Safety

• Provide continuous virtual observation of assigned patients, monitoring behavior and clinical status to ensure safety and fall prevention.
• Perform basic clinical monitoring such as vital signs, central line days, and Foley catheter days.
• Document patient behaviors, redirection interventions, and escalation steps on paper charts.
• Report changes in clinical status or concerning behaviors immediately to the nursing team.
• Suggest patient discharge from remote monitoring based on observed criteria.
• Monitor Epic telehealth consult orders and ensure sessions start and run smoothly.

Communication & Support

• Greet and communicate with patients, families, visitors, and the clinical team professionally.
• Use approved communication methods and respond promptly to calls from clinical teams.
• Assist with interpretation using approved methods as needed.
• Protect patient privacy in accordance with HIPAA and Hospital guidelines.
• Escalate safety concerns and telehealth equipment issues promptly.
• Submit shift utilization and assignment reports to supervisors and site nursing leadership.

Professionalism & Administrative Responsibilities

• Maintain a safe, clean, and functional workspace; report equipment or facility issues.
• Attend staff meetings, review emails regularly, and participate in team briefs.
• Follow attendance and punctuality policies.
• Successfully complete Virtual Care Coordinator orientation.

Required Skills & Competencies

• Ability to navigate multiple technology platforms and assist providers in ensuring quality telehealth encounters.
• Strong interpersonal, verbal, and written communication skills.
• Critical thinking, problem-solving, and sound judgment in high-pressure situations.
• Ability to organize, prioritize, and multitask effectively.
• Understanding of telehealth best practices, workflows, and safety measures.
• Ability to consider and incorporate patient language, culture, and disability needs into virtual care.

Experience Requirements

Minimum 3 years of direct patient care experience including:

• Creating telehealth policies and clinical workflows.
• Quality improvement, data collection, and outcomes tracking.
• Interpreting regulatory and organizational policies affecting telehealth.
• Developing strategies for telehealth program growth and evaluation.
• Identifying patient safety risks and changes in clinical status requiring escalation.
• Collaborating successfully with interdisciplinary healthcare teams.
• Using telehealth platforms, remote monitoring technologies, and EMRs (e.g., Epic).
• Communicating telehealth concepts effectively to staff and healthcare consumers.
• Understanding factors that contribute to successful telepresence and telehealth encounters.

Education, Licensing & Certifications

• Associate or Bachelor’s degree in a health-related field preferred.

Pride Health offers eligible employee’s comprehensive healthcare coverage (medical, dental, and vision plans), supplemental coverage (accident insurance, critical illness insurance and hospital indemnity), 401(k)-retirement savings, life & disability insurance, an employee assistance program, legal support, auto, home insurance, pet insurance, and employee discounts with preferred vendors