Application
This unit describes the skills and knowledge required to administer, support and monitor Telehealth services in a healthcare organisation in collaboration with health professionals and other service providers. The unit covers only additional administration skills that are specific to Telehealth.
It applies to individuals in small to medium sized organisations who play a role in coordinating Telehealth activities in line with policies, procedures and protocols and legal and ethical requirements surrounding clinical risk management and governance.
The skills in this unit must be applied in accordance with Commonwealth and State/Territory legislation, Australian/New Zealand standards and industry codes of practice.
Elements and Performance Criteria
ELEMENT | PERFORMANCE CRITERIA |
Elements describe the essential outcomes | Performance criteria describe the performance needed to demonstrate achievement of the element. |
1. Develop and maintain Telehealth networks | 1.1 Establish and maintain Telehealth networks using communication skills to develop trust and confidence with diverse people and groups 1.2 Use, update and share Telehealth service provider information with health professionals and other colleagues 1.3 Develop and refine approaches to Telehealth service provision by pro-actively identifying and using opportunities to update and expand own knowledge |
2. Maintain compliance with ethical and legal requirements | 2.1 Determine risks associated with the sharing of information on Telehealth platforms 2.2 Ensure collection, use and disclosure of patient information is consistent with information privacy principles and fulfilling duty of confidentiality in line with workplace policy 2.3 Recognise and respect patient rights, care and safety in line with organisation policy and duty of care regarding all aspects of the Telehealth service 2.4 Perform all work within the boundaries of responsibility and refer problems to supervisor and/or other appropriate health professional |
3. Support Telehealth service provision | 3.1 Ensure referral or request is received and reason for referral and/or clinical requirements are clear and are correctly identified 3.2 Contact service providers and organise care according to doctor’s request in line with organisation protocol 3.3 Coordinate information and information flow to meet consultation requirements 3.4 Identify and respond promptly to routine administrative Telehealth service problems 3.5 Pro-actively support colleagues with Telehealth services, share information and provide accurate information in response to queries |
4. Complete Telehealth administration | 4.1 Manage appointments, recall and reminder systems for Telehealth as per doctor’s instructions 4.2 Complete Telehealth financial administration tasks according to billing systems and specific Telehealth requirements 4.3 Maintain client documentation according to organisational and compliance requirements |
5. Contribute to evaluation of Telehealth services | 5.1 Measure and benchmark performance using agreed methods and tools 5.2 Monitor and evaluate systems and promote risk reduction strategies in line with legal and ethical standards 5.3 Promote compliance with accreditation requirements related to Telehealth 5.4 Implement and evaluate change in conjunction with colleagues to ensure goals are achieved |
Evidence of Performance
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
Evidence of Knowledge
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
Assessment Conditions
Skills must be demonstrated in the workplace or in a simulated environment that reflects workplace conditions. The following conditions must be met for this unit:
use of suitable facilities, equipment and resources, including:
operational administration system capable of supporting provision of Telehealth services
organisation policies and procedures for Telehealth
industry Telehealth standards
modelling of industry operating conditions, including:
interactions with clients and colleagues
integration of typical operational problems to which the candidate responds
Assessors must satisfy the Standards for Registered Training Organisations (RTOs) 2015/AQTF mandatory competency requirements for assessors.
Foundation Skills
The Foundation Skills describe those required skills (language, literacy, numeracy and employment skills) that are essential to performance.
Foundation skills essential to performance are explicit in the performance criteria of this unit.