Telehealth Nurse

Company description:

The National Healthcare Group (NHG) is a leader in public healthcare in Singapore, recognised at home and abroad for the quality of its medical expertise and facilities. Care is provided through an integrated network of seven primary care polyclinics, acute care and tertiary hospitals, national specialty centres and business divisions. Together they bring a rich legacy of medical expertise to our philosophy of integrated patient-centred care.

NHG's vision is "Adding Years of Healthy Life". This vision goes beyond merely healing the sick to the more difficult and infinitely more rewarding task of preventing illness and preserving health and quality of life. With some 22,000 staff, NHG aims to provide care that is patient-centric, accessible, seamless, comprehensive, appropriate and cost-effective.

As the Regional Health System (RHS) for Central-North Singapore, it is vital for NHG to partner and collaborate with stakeholders, community advisors, and voluntary welfare organisations. Together with our patients, their families and caregivers, we aim to deliver integrated healthcare services and programmes that help in Adding Years of Healthy Life to all concerned.

Job description:

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. 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 guide decisions to recommend 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 throughout their care journey.

Major Duties & Responsibilities

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

• 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 calls to deliver a plan of care that transitions 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 healthcare 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 the 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 the 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 continue learning by maintaining relevant knowledge and use 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:

• Undertake any other tasks and duties as assigned by the Supervisor.
• Participate in continuing nursing education to improve clinical knowledge and competency.
• Develop junior staff through mentoring and preceptor activities.
• Participate 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 a 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 (e.g., 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 the ability to work in a 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.