• Provide assistance and support for individuals self-directing Medicaid services in the home and the caregivers for those individuals. • Promptly and accurately address issues, provide support and information to ensure customer satisfaction. • Handle 40+ inbound and outbound calls, with the ability to determine needs and provide one call resolution. • Communicate effectively with customers, respond to inquiries with timely and accurate information. • Assist individuals in completing paperwork or understanding program requirements. • Maintain very good knowledge of company systems and sensitive information/PHI handling procedures.

Thank you for considering a career at Mercy Health! Scheduled Weekly Hours: 24 Work Shift: Nights (United States of America) THIS IS A COLLECTIVE BARGAINING UNIT POSITION  Primary Function/General Purpose of Position The Virtual Safety Companion remotely observes and interacts with assigned patients through in-room cameras with verbal interventions and alerts to get bedside staff support for the patient as necessary. This position works closely with the hospital bedside clinical staff, Virtual Safety Coordinator, and the Operations Manager to escalate any patient conditions as necessary and provides hand-off information upon completion of shift assignment. Shift Schedule * Night Shift - 11:00pm-7:30am * Part Time - 24 hrs/week Essential Job Functions - ​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 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. Licensing/Certification - BLS Basic Life Support (required, within 3 months of hire) Work Experience - Patient care experience (preferred) - Previous hospital environment experience (preferred) Patient Population - Demonstrates the knowledge and skills necessary to provide care appropriate to the age of the patients served on his or her assigned unit. - Demonstrates knowledge of the principles of growth and development of the life span and possesses the ability to assess data reflective of the patient's status and interprets the appropriate information needed to identify each patient's requirements relative to his or her age, specific needs and to provide the care needed as described in departmental policies and procedures.​ - Adolescents (13-17 years) - Adults (18-64 years) - Geriatrics (65 years and older) Working Conditions - Periods of high stress and fluctuating workloads may occur. - General office environment. - May be exposed to high noise levels and bright lights. - May have periods of constant interruptions. - Prolonged periods of working alone. - Other:  May work from home. Requires private, dedicated space for equipment. Privacy screen for monitors will be required.                                                                             Skills - Communication - Alert at all times - Respond quickly to behavioral changes - Continuous monitoring – multiple patients - Function in stressful situations - Function in emergency situations - Record and communicate patient status and behaviors - Basic data analysis - HIPPA - Professional - Basic computer skills - Ability to learn new skills - Microsoft windows - Multitasking - Prioritizing - Attention to detail - Critical thinking - Active listening - Follow procedures - Communication with family members - Communication with team members - Teamwork - Behavior documentation - Customer service - Calm - Conflict resolution - Relationship building - Escalate unsafe behaviors quickly - EPIC - Patient safety - Safety escalation Mercy Health is an equal opportunity employer. As a Mercy Health associate, you’re part of a Misson 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 • Competitive pay, incentives, referral bonuses and 403(b) with employer contributions (when eligible) • Medical, dental, vision, prescription coverage, HAS/FSA options, life insurance, mental health resources and discounts • Paid time off, parental and FMLA leave, short- and long-term disability, backup care for children and elders • Tuition assistance, professional development and continuing education support Benefits may vary based on the market and employment status. Department: Other Ancillary Services - Youngstown Regional Office It is our policy to abide by all Federal and State laws, as well as, the requirements of 41 CFR 60-1.4(a), 60-300.5(a) and 60-741.5(a). Accordingly, all applicants will receive consideration for employment without regard to race, color, national origin, religion, sex, sexual orientation, gender identity, age, genetic information, or protected veteran status, and will not be discriminated against on the basis of disability. If you’d like to view a copy of the affirmative action plan or policy statement for Mercy Health– Youngstown, Ohio or Bon Secours – Franklin, Virginia; Petersburg, Virginia; and Emporia, Virginia, which are Affirmative Action and Equal Opportunity Employer, please email recruitment@mercy.com. If you are an individual with a disability and would like to request a reasonable accommodation as part of the employment selection process, please contact The Talent Acquisition Team at recruitment@mercy.com.

Role Description We are actively hiring and scheduling interviews this week for a fully remote Work From Home position. This is a legitimate opportunity with full training provided and guidance to obtain your Life & Health Insurance license. No prior experience required. We are looking for motivated U.S. residents ready to grow in a long-term remote career. - Communicate professionally with clients - Provide information and guidance - Follow a structured system - Maintain consistent performance Qualifications - Strong communication skills - Reliable internet connection - Self-motivated and coachable - Must be a U.S. resident - Willingness to obtain a Life & Health Insurance license (assistance provided) Requirements - We are looking for individuals who are serious about remote work, willing to become licensed, and ready to interview this week. Benefits - 100% Remote - Full training program - Licensing guidance and support - Advancement opportunities - Supportive leadership team

Perform quality monitoring of calls to meet department objectives, evaluate representative skills against metrics, provide feedback, and identify training needs based on quality results to enhance customer service performance.