Virtual Health Clinician

Job Description

Aspen Medical is a global provider of innovative healthcare solutions across a diverse range of clients in the Defence, Mining, Oil and Gas, Government and Humanitarian sectors. We are a world leader in the delivery of healthcare solutions in any setting, particularly those that are remote, challenging or under-resourced. Position Overview The Virtual Health Clinician is responsible for providing clinical support and customer service to our client’s consumers via inbound and outbound phone contact, video call solutions, mobile applications and digital channels. They will utilise multiple platforms to manage customer information, assess clinical presentation, provide health information to consumers and communicate with other health services. As a Virtual Health Clinician, you will conduct health interviews and assessments, whilst adhering to a strict scope of practice defined by Aspen Medical, the client and professional regulatory bodies. You are people-orientated and will be responsible for assessing and fulfilling consumer needs by applying clinical knowledge, empathy, professionalism and outstanding communication skills. Working from home you will be responsible for: Assessing and triaging callers from across Australia and directing them to where their health care needs can be best met Actively listening to extract vital information Recording health information using telephony system database Providing advice on treatment next steps in conjunction with clinical pathway database Facilitating referrals or transfer of calls to alternate service providers Key Outcomes Demonstrates a commitment to Aspen Medical’s Customer Service expectations Takes ownership of all consumer contact and follows process and procedures to resolution Applies clinical judgement within the scope of practice of professional qualifications to provide safe healthcare Documents all interactions aligned to applicable standards, guidelines and work instructions Understands the role is part of a Contact Centre with performance and customer satisfaction targets to be achieved as specified by the client’s contractual agreement with Aspen Medical Works within Clinical Governance Frameworks and escalates when required Ensures protection of personal information in accordance with privacy and consent policies and procedures Actively engages in and supports continuous improvement process by participating in team meetings, training and quality activities Adheres to all work health and safety standards and requirements and reports any identified risks Primary Duties and Responsibilities Promote ethical behaviour and alignment with Aspen Medical’s Social Purpose and B Corp principles Utilise sound medical knowledge and approved medical articles and databases to assess patient's symptoms and recommend suitable outcomes Demonstrate strong written and verbal communication skills Apply active listening and respond in a calm and professional manner to provide the best care and outcomes for all consumers and health care professionals Employ clinically safe critical thinking and problem-solving skills to find relevant and accurate solutions for consumers, including referral to other services Utilise computer skills and technological literacy to perform all duties using internal and external software platforms Endeavor to meet Virtual Health Quality standards Consistently meet Virtual Health reliability and operational readiness expectations Participate constructively in Virtual Health Quality improvement activities when required; including, but not limited to, training, simulation sessions, performance discussions Skills, Qualification and Competencies: Have at least 3 years clinical experience as a Registered Nurse in either an acute or primary health setting, consistently undertaking clinical assessments Have a home office set up that includes reliable internet and phone signal, and the ability to receive uninterrupted calls for the entirety of the shift Registered Nurse with current AHPRA registration in good standing without sanctions or restrictions Bachelor of Nursing or equivalent Meets English language skills as per professional registration body standard (written and verbal) Working knowledge of Microsoft Office Suite (Excel and Teams essential) Capable of navigating information technology devices and platforms Varied nursing experience with substantial patient-centred care Previous telehealth experience including knowledge of Contact Centre KPIs and metrics Apply Today! If you have any questions, please contact:Andrian Publico – Culture and Performance Support Officer We are an equal opportunity employer and actively encourage applications from Aboriginal and Torres Strait Islander peoples, LGBTQI+ people, veteran backgrounds, and people living with disabilities (both seen and unseen). We value diversity and inclusion and actively encourage applications from Aboriginal and Torres Strait Islander people and those from diverse cultural backgrounds. We are a veteran-owned business and we encourage ADF veterans with appropriate skills and experience to apply. #J-18808-Ljbffr