Telehealth Nurse

The Telehealth Nurse of NHG Population Health Campus (PHC), Telehealth & Call Centre (TCC) will be responsible to support the planning, operationalization and resource management of NHG Telehealth Nurse Service (TNS) in delivering care to NHG clients through telehealth services to. Specifically, to:

• Provide safe, person centred and cost-effective care to clients in accordance with Telehealth Nurse Service (TNS) policies, standards and evidence-based practices.
• Provide care advisory for symptom management and health education to clients and families
• Provide tele-triage to determine medical urgency and guiding decisions to recommending appropriate care advisory and disposition using protocolised guidelines
• Support enrolled residents and GPs with tele-healthcare and case management services, in partnership with primary care and community providers.
• Collaborate with interdisciplinary team, Primary Care Providers and community providers to streamline and navigate the client and family experience at the start, and throughout their care journey.

Major Duties & Responsibilities

Support the development of NHG Telehealth Nurse Service delivery models and initiatives

Support actively in NHG Telehealth Nurse Service’s developments in:

• ​​​​​​​​​​​​​​​​​​​​​Workflow harmonization
• Governance and licensures
• Clinical systems
• Stakeholders’ collaboration
• Process redesign and automation
• Safety and risk management
• Competencies
• Resource management
• Outcome delivery

Facilitating success: Support the team to deliver PHC Key Result Areas (KRAs) and TNS outputs, targets and outcomes.

Provide telehealth service for Hospital to Home Visit referrals

• Conduct post discharge follow-up call
• to delivery of plan of care that transit clients from hospital to home, based on their biology, psychology, social and environmental needs.
• Provide telephonic review to ensure compliance to management and facilitate care in the community.
• Provide health information on disease prevention, disease process, rehabilitation techniques and other information required by the clients/caregivers.
• Evaluate client’s health progress towards expected outcomes, including health education and treatment in collaboration with the client, their next of kin and the health care team.
• Carry out co-management or hand-off to community and primary care partners where applicable to ensure smooth transition of care.
• Function as a telenursing support and care coordination resource to all members of healthcare team in the assessment of complex patient care needs and situations and in the determination of intervention.

Provide tele-support for NHG clients and Primary Care Providers

Support NHG Population Health Mission on Healthier SG initiatives through managing inbound and outbound calls:

• Identify client’s key needs, gather information, and determine medical urgency to guide decisions to appropriate care according to established guidelines and protocols.
• Provide care advisory for symptoms management and health education to clients and families over telephone.
• Support enrolled residents and GPs with tele-healthcare and case management services, in partnership with primary care and community providers.
• Maintain accurate records of all call encounters.
• Document all enquiries clearly
• To ensure calls are attended to and followed up in a timely manner
• Participate in ongoing audit and improvement for NHG Telehealth Nurse Service.
• Help continuing learning by maintain relevant knowledge and used cases for learning purposes.

Evaluating and revising: Evaluate and revise the NHG Telehealth Nurse Service model and processes in response to feedback and evaluation, to ensure continued effectiveness and relevance.

Professional Development:

• Undertaking any other tasks and duties as assigned by the Supervisor.
• Participating in continuing nursing education to improve clinical knowledge and competency.
• Developing junior staff through mentoring and preceptor activities
• Participates in evidence-based practice and nursing research activities.

Job Requirements

Education/Training/Experience

• Registered Nurse with Singapore Nursing Board
• At least 2 years of direct patient care experience in clinical setting (Community nursing or triage experience with Emergency Department is welcomed)
• Able to communicate fluently in English and a second language. Multi-lingual (or able to speak dialect) will be an advantage
• Preferably comfortable in handling multi-channels (eg voice, email, video, chat) and IT savvy

Personal Attributes

• Excellent interpersonal and communication skills
• Able to work efficiently, independently and cohesively as part of a multi-disciplinary team
• Able to demonstrate ability to work in fast paced environment and handle stressful situations
• Able to apply critical thinking and make good judgment in difficult or complex clinical situations
• Strong problem-solving skills in resolving clinical needs
• Able to commit to work rotating shifts, including weekends and public holidays