About the position
The Telesitter Observer (TSO) at Mercy Health plays a crucial role in ensuring patient safety by remotely observing and interacting with assigned patients through in-room cameras. This position requires the TSO to provide continuous monitoring of patients, utilizing a one-way camera with a two-way audio device to communicate effectively with patients and alert bedside clinical staff when assistance is needed. The TSO works closely with the hospital's bedside clinical staff, the Virtual Safety Coordinator, and the Operations Manager to escalate any patient conditions that may arise during their shift. This role is vital in promoting patient safety and ensuring a secure environment for patients by reporting any unsafe situations or concerns directly to caregivers via phone calls and documentation in the Epic system. In addition to monitoring patients, the TSO is responsible for participating in the hand-off of information regarding patient behavior at the beginning and end of each shift. They must seek help immediately if a patient poses a threat to themselves or others and engage in collaborative identification and reporting of patient safety issues. The TSO is expected to provide high-level customer service to patients, their families, and clinical staff, ensuring that all interactions are professional and supportive. Documentation of patient observations must be accurate, precise, and timely, utilizing both Epic and patient observation software as necessary. The TSO must demonstrate efficiency in following documented workflows and be adept at multitasking, especially during periods of high stress or fluctuating workloads. They are also required to adhere to safety protocols and participate in organizational safety programs. While the primary function of the TSO is patient observation, they may also be asked to perform other duties under the direction of a nurse when patient volume is low. This position is represented by a collective bargaining agreement and requires a commitment to maintaining patient dignity and safety throughout the observation process.
Responsibilities
- Provides continuous observation of assigned patients through a one-way camera with two-way audio device and immediately contacts the appropriate bedside clinical staff if the patient requires assistance
- Promotes patient safety by reporting unsafe situations or concerns to direct caregivers via phone calls and Epic documentation
- Participates in hand-off of information/behavior about assigned patients at the beginning and upon completion of the shift assignment
- Seeks help as soon as possible when patient appears to pose a threat to self or others
- Participates in collaborative identification and reporting of patient safety issues and assures patient environment safety
- Provides patients with explanations of service as needed, but does not counsel or provide opinions regarding medical conditions
- Demonstrates efficiency in following documented workflows
- Provides high level customer service to all patients, patient's family, visitors, bedside, provider, and associates
- Provides accurate, precise, timely documentation in Epic and patient observation software when applicable for patient care
- Uses professional communication, verbal and written
- Expected to participate in patient service and safety escalation discussions with Virtual Safety Coordinator and bedside nurse
- Promotes safety and protects the dignity of the observed patient
- Communicates effectively with patients using a microphone and headset
- Demonstrates efficiency in multi-tasking
- Demonstrates safe work practice and attitude, follows safety rules, works to prevent unsafe conditions and behaviors, and participates in organizational and department safety programs and huddles
- Perform other duties, when there is a low volume of observable patients, under the direction of a nurse
Requirements
- BLS Basic Life Support certification required within 3 months of hire
- Patient care experience preferred
- Previous hospital environment experience preferred
- Demonstrates knowledge and skills necessary to provide care appropriate to the age of the patients served
- Ability to assess data reflective of the patient's status and interpret appropriate information needed to identify each patient's requirements
Nice-to-haves
- Basic computer skills
- Ability to learn new skills
- Microsoft Windows proficiency
- Critical thinking
- Active listening
- Conflict resolution skills
Benefits
- Comprehensive, affordable medical, dental and vision plans
- Prescription drug coverage
- Flexible spending accounts
- Life insurance w/AD&D
- Employer contributions to retirement savings plan when eligible
- Paid time off
- Educational Assistance
