Virtual Safety Companion Expert

Thank you for considering a career at Bon Secours Mercy Health!

Scheduled Weekly Hours:

40

Work Shift:

9pm to 6am (Philippines)

Job Summary:

​​​The Virtual Safety Companion Expert continuously observes and monitors assigned patients. Their first line of action is to verbally redirect patients from engaging in at-risk behaviors and immediately alert nursing staff if assistance is required. They are knowledgeable about and uphold patient and institutional confidentiality, as well as related hospital policies. Additionally, the Virtual Safety Companion Expert serves as a Subject Matter Expert (SME) on patient safety monitoring protocols—providing guidance, creation and updating of resource materials, sharing best practices, and promoting consistent application of safety standards across the team. As expert, they are also expected to be point of contact of escalations and auditing in ensuring high quality output of the team.

Essential Functions:

• Demonstrates understanding and proficiency in the use of the Patient Observation Software and provides accurate, precise, and timely documentation in the EMR and patient observation software; completes written documentation of patient activity every hour and maintains records of service calls when monitors are not functioning.
• Functions as the first line of clinical and operational resource for the VSC team, providing coaching, mentoring, and just-in-time support to maintain situational awareness and reinforce adherence to safety protocols.
• Always maintains visual observation; verbally redirects patients over a digital 2-way device and immediately alerts nursing staff if patient requires assistance.
• Participates in hand-off information/behavior about assigned patients when arriving and at the completion of the shift.
• Provides patients with explanations as necessary but does not counsel or provide medical advice.
• Seeks help and escalates as soon as possible when a patient poses a threat to themselves or others.
• Demonstrates safe work practices and attitudes; follows safety rules and adheres to patient and institutional confidentiality and related hospital policies.
• Supports training, accuracy, and guidance responsibilities, including onboarding new hires, audits checks, reinforcing best practices, coaching team members, and ensuring consistent understanding of safety protocols. Expert also handle escalations and assist companions in deriving sound solutions to mitigate impact.
• Supports process update dissemination and assists with ad hoc training sessions to ensure staff quickly adapt to changes in protocols, workflows, and operational expectations. Expert is also expected to be the document keeper but not limited in creation or updating of visual aids, standard operating procedures and learning resources.
• Takes part in quality work responsibilities, such as assisting with audits, monitoring compliance to standards, identifying improvement opportunities, and contributing to patient safety monitoring enhancements.
• May take on additional responsibilities such as Officer-in-Charge (OIC)—overseeing daily shift operations, serving as point of escalation, ensuring adherence to protocols—or acting as a Floater to support units with higher patient volumes and temporary staffing gaps.

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.

Education:

• Bachelor’s degree in business, healthcare or other related courses (required)

Required Licensing & Certifications:

• PHRN (preferred)

Experience:

• 3+ years previous direct customer experience: customer friendly (required)
• 2+ years of clinical experience (required)
• 1+ Year in subject matter expert role or support role such as training or auditing (preferred)
• Previous experience in healthcare/BPO/Shared Services (preferred)

Skills & Abilities:

• Medical terminology knowledge
• Digital literacy and technical proficiency in a variety of remote work tools and platforms
• Cybersecurity awareness and understanding of basic online and patient security practices to protect sensitive information
• Ability to multi-task and has customer friendly telephone and verbal communication skills
• Ability to communicate with patients using a microphone and headset
• Ability to interpret and follow detailed written and oral instructions
• Ability to ensure a high level of customer service for all customers including patients, nurses and other medical professionals, and external stakeholders as necessary
• Ability to serve as a resource for less experienced VSC team members, provide mentorship and guidance
• Experience working in complex environments, ability to escalate issues through appropriate individuals as needed

As a Bon Secours Mercy Health associate, you’re part of a Mission 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

• Comprehensive HMO medical coverage, retirement plan and group life and accident insurance

• One-time Work From Home allowance, connectivity allowance, wellness allowance and role-specific allowances

• Paid vacation and sick leave

• Government-mandated benefits: SSS, PhilHealth and Pag-IBIG contributions

• Flexible working model with hybrid, onsite or virtual arrangements (based on role and business need)

• Mission-driven culture events, community outreach and service opportunities

• Learning and development programs, mentorship and clear career growth pathways

• Modern, collaborative office spaces and regular engagement and culture-building activities

Benefits may vary based on employment terms and role.

Department:

Virtual Safety Companions - BSMH Global Business Systems

It is our policy to comply with all applicable Philippine labor laws and regulations and to uphold equal employment opportunity in all aspects of recruitment and employment.

All applicants will be considered for employment based on merit, qualifications, and business requirements, without regard to race, color, ethnicity, religion, sex, sexual orientation, gender identity or expression, civil status, age, disability, genetic information, nationality, or any other status protected under Philippine law.

We are committed to providing an inclusive workplace free from unlawful discrimination and harassment.

If you are a person with a disability and require reasonable accommodation as part of the application or selection process, please contact the Talent Acquisition Team at mnl.recruitment@bsmhealth.org. We will work with you to provide appropriate assistance in accordance with applicable laws and company policy.

Who we are

At Bon Secours Mercy Health Global Business Services, we believe your best is yet to come. Based in the Philippines, we partner closely with U.S.-based teams and leaders to deliver strategic insights, operational excellence and specialized expertise that advance our Mission. Join us in celebrating the human side of healthcare and be part of a global team dedicated to delivering meaningful impact.