Support Associate - Mercy Virtual Chesterfield

Overview

We're a Little Different

Our mission is clear. We bring to life a healing ministry through our compassionate care and exceptional service.

We don't believe in jobs at Mercy, we believe in careers that match the unique gifts of unique individuals; careers that not only make the most of your skills and talents, but also your heart.

At Mercy, you'll feel our supportive community every step of your day, especially the tough ones. We're a team and love working that way. That team is expanding, and we currently have exceptional opportunities to help our communities grow.

This is a full time night position (6pm-6:30am) at our Virtual Care Center in Chesterfield.

Responsibilities

Bringing Specialty Care Closer to Home

Under the direction of the clinical supervisor or RN, the SafeWatch Support Associate will perform a wide variety of duties to provide clerical, call center, data collection and clinical support. Activities include admitting/ discharging patients, census reconciliation, phone call triage, data collection and documentation, data entry, continuous patient observation via camera and collaboration with the bedside staff as needed. Assists in unit operational support tasks, works cooperatively with others as part of the team and recognizes the importance of group goals. Supports all aspects of the delivery of TeleICU care to a diverse population of patients across multiple ICU at various hospitals. Performs duties and responsibilities in a manner consistent with our mission, values, and Mercy Service Standards.

Safety/Risk Management

Complies with infection control guidelines and cleans workstation according to guidelines. Keep area free of clutter and personal belongings. Rings doorbell upon entering patient room as appropriate Observes patient confidentiality locally and across all patients within the Mercy SafeWatch program Complies with patient rights/regulations, especially in regards to camera usage When assigned, monitors patients for fall and safety risks and immediately notifies bedside care givers when concerns are identified. Follows Continuous Observation guidelines Utilization of Patient ID identifiers

Coordination of Services

Assists in orientation of new/float personnel. Maintains work area by performing the following activities:

* Maintains accurate census information and daily admission/discharge log.

Coordinates workflow by communicating to appropriate personnel in a timely manner. Prioritizes appropriately and utilizes good use of time. Participates in QI activities that ensure and enhance quality of patient care

Primary Aspects

Calls bedside physicians for consults/hand-off in a timely manner as directed by the TeleICU nurses and/or physicians Retrieves faxed documents from fax machine frequently and dispenses to appropriate TeleICU personnel Ensures APACHE data is fully completed and all interfaced data is being received Validates accuracy of patients CSN/MRN prior to admitting patients into the system. Demonstrates flexibility regarding workload assignments and changes, but ensures routine tasks are completed on assigned patients Completes HOB rounds per guidelines and documents findings accurately in eCareManager software and spreadsheet report. Ensures accurate documentation of ventilator census per guidelines and notifies nurse of discrepancies identified Reviews every assigned patients data, in all APACHE fields, for accuracy and completeness each shift Tallies patient census, prints daily assignments and reports prior to the start of the next shift

Technology

Demonstrates knowledge of computer/printer functions. Utilizes and troubleshoots fax machine, copier, computer, printer, telephone, camera, and interfaces upon identification. If unable troubleshoot, notifies the appropriate person immediately and continues to escalate until issue is resolved Facilitates maintenance of equipment by entering tickets or contacting the appropriate department/manager

Qualifications:

Each career at Mercy represents unique members of our caring ministry's "body", working together for the health and strength of the whole. To achieve our goals, we need all the parts functioning at their best and this requires the specific qualifications that you'll bring with you:

* Qualification 1: Education: High School diploma or equivalent

* Qualification 2: Basic typing and computer skills. Basic knowledge of Microsoft Excel and Word programs. Excellent phone etiquette required. Must have excellent communication skills and guest relations expertise. Must be able to multi-task in a fast paced dynamic environment while maintaining attention to detail.

Preferred Experience: Previous healthcare, customer service or call center experience preferred. Basic knowledge of medical terminology preferred.

We'll Support You at Work and Home

Our foundations are built on dignity and respect. Modern Healthcare Magazine named us as a "top 100 places to work." We go out of our way to help people feel welcomed. We offer day-one comprehensive health, vision and dental coverage, PTO, and employer-matched retirement funds, even to part-time employees. We're proud to provide tuition reimbursement to help you grow and learn new skills.

What Makes a Good Match for Mercy

Compassion and professionalism go hand-in-hand with us, along with exceptional quality care. Having a positive outlook and a strong sense of advocacy is in perfect step with our mission and vision. We're also collaborative and are not afraid to do a little extra to deliver excellent care -- that's just part of our commitment. If that sounds like a fit for you as well, we encourage you to apply.