Kia ora, Mālō and Welcome to Whakarongorau Aotearoa Careers - (formerly Homecare Medical)

Telehealth FAQs

• What are the differences working in telehealth rather than practical health settings?

  The biggest differences are that you can’t see your patient, and you don't have unlimited time to spend with them. 

  The role is about being able to assess a caller's situation quickly and determine what the next steps should be. so that you can move onto the next call in a timely manner

  Our clinical software ensures you ask the right questions but you also need to be OK with understanding that your role is not to dive in too deeply and that it is OK to hand the patient off to another service, or for self care.

• How computer savvy do I need to be for the role?

  Telehealth is all about using technology to improve access to  health professionals.  It's not a pen and paper job at all!

  So while you don't need to be a computer whizz kid, you need to be experienced using a windows based computer with multiple screens.

  We will train you in the specialist clinical programmes but you need to be confident using a computer to do all of your work and have the ability to type quickly while talking to the caller.

  This can be pressurised as you will be capturing their details and recording notes while also navigating web pages, searching for resources online and using our clinical systems.

• TeleHealth sounds quite different from working in a ward! What support is there for me?

  Your first two weeks with us is a full-time training period to get you up to speed with our telehealth systems and services. 

  After this you will have two weeks of precepting where an experienced colleague will listen to your calls.

  You will be working as part of a supportive team with a Team Leader and Shift Supervisor.

  We also have Clinical Support  Nurses available at all times to guide you with any clinical questions you may have during your shift.

• What is it like working in a telehealth role?

  Working in telehealth is similar to working in a traditional health setting in that shifts have a strict start time and scheduled breaks, but there are differences in how you interact with the callers.

  In telehealth, calls need to be answered and notes completed within a certain time frame before taking the next call. 

  You will be getting a steady stream of calls throughout the shift, meaning you will be doing a lot of talking and a lot of time sitting at your desk.

  And like any call centre role, you will have KPI’s to meet which include how many calls you take per hour and how long each of those calls last.
  

  Your calls are also monitored for quality and you will receive regular feedback and coaching.