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 teams, 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.
• 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
• Facilitate success by supporting the team to deliver PHC Key Result Areas (KRAs) and TNS outputs, targets and outcomes.
• Provide telehealth service for Hospital to Home Visit referrals, including:
• Conducting post-discharge follow-up calls to deliver care plans that transition clients from hospital to home, based on their biology, psychology, social and environmental needs.
• Providing telephonic reviews to ensure compliance with management and facilitate care in the community.
• Providing health information on disease prevention, disease processes, rehabilitation techniques, and other information required by clients/caregivers.
• Evaluating 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.
• Carrying out co-management or hand-off to community and primary care partners where applicable to ensure smooth transition of care.
• Functioning as a telenursing support and care coordination resource for all members of the healthcare team in assessing complex patient care needs and situations, and in determining interventions.
• Provide tele-support for NHG clients and Primary Care Providers by managing inbound and outbound calls:
• Identifying client's key needs, gathering information, and determining medical urgency to guide decisions to appropriate care according to established guidelines and protocols.
• Providing care advisory for symptoms management and health education to clients and families over the telephone.
• Supporting enrolled residents and GPs with tele-healthcare and case management services, in partnership with primary care and community providers.
• Maintaining accurate records of all call encounters and documenting all enquiries clearly.
• Ensuring calls are attended to and followed up in a timely manner.
• Participating in ongoing audits and improvements for NHG Telehealth Nurse Service.
• Helping with continuing learning by maintaining relevant knowledge and using cases for learning purposes.
• Evaluating and revising 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; multilingual (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 judgments 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.