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Follow the links below to find material targeted to the unit's elements, performance criteria, required skills and knowledge

Elements and Performance Criteria

1. Performance criteria describe the performance needed to demonstrate achievement of the element.
2. Develop and maintain Telehealth networks
   • Establish and maintain Telehealth networks using communication skills to develop trust and confidence with diverse people and groups
   • Use, update and share Telehealth service provider information with health professionals and other colleagues
   • Develop and refine approaches to Telehealth service provision by pro-actively identifying and using opportunities to update and expand own knowledge
3. Maintain compliance with ethical and legal requirements
   • Determine risks associated with the sharing of information on Telehealth platforms
   • Ensure collection, use and disclosure of patient information is consistent with information privacy principles and fulfilling duty of confidentiality in line with workplace policy
   • Recognise and respect patient rights, care and safety in line with organisation policy and duty of care regarding all aspects of the Telehealth service
   • Perform all work within the boundaries of responsibility and refer problems to supervisor and/or other appropriate health professional
4. Support Telehealth service provision
   • Ensure referral or request is received and reason for referral and/or clinical requirements are clear and are correctly identified
   • Contact service providers and organise care according to doctor’s request in line with organisation protocol
   • Coordinate information and information flow to meet consultation requirements
   • Identify and respond promptly to routine administrative Telehealth service problems
   • Pro-actively support colleagues with Telehealth services, share information and provide accurate information in response to queries
5. Complete Telehealth administration
   • Manage appointments, recall and reminder systems for Telehealth as per doctor’s instructions
   • Complete Telehealth financial administration tasks according to billing systems and specific Telehealth requirements
   • Maintain client documentation according to organisational and compliance requirements
6. Contribute to evaluation of Telehealth services
   • Measure and benchmark performance using agreed methods and tools
   • Monitor and evaluate systems and promote risk reduction strategies in line with legal and ethical standards
   • Promote compliance with accreditation requirements related to Telehealth
   • Implement and evaluate change in conjunction with colleagues to ensure goals are achieved

Performance Evidence

The candidate must show evidence of the ability to complete tasks outlined in elements and performance criteria of this unit, manage tasks and manage contingencies in the context of the job role. There must be evidence that the candidate has:

provided administrative support for at least three Telehealth consultation sessions:

managed client information appropriately

managed the information flow between service providers

completed financial administration tasks

responded appropriately to Telehealth administrative problems

evaluated and reported on the provision of Telehealth services in at least one organisation

identified and used Telehealth networks to inform practice

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Knowledge Evidence

The candidate must be able to demonstrate essential knowledge required to effectively complete tasks outlined in elements and performance criteria of this unit, manage tasks and manage contingencies in the context of the work role. This includes knowledge of:

key considerations in the provision of Telehealth services:

clinical

technical

business

client-centred approach

industry Telehealth standards, guidelines and accreditation requirements

legal requirements for the provision of Telehealth services

risk management considerations and approaches for Telehealth

sharing of digital information – who can share what with whom and how

ownership of digital information

confidentiality

consent

role of different individuals in provision of Telehealth services and scope and limitations of own role

Telehealth networks and ways to use them

context for current provision of Telehealth services, including government incentives

key aspects of practice administration systems and how they may be used or adapted to support Telehealth services:

sources of information about MBS items

funding and support mechanisms for different client groups

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