Sr Staff Nurse I

-Family Group: Nursing

NHG Cares TeleHealth and Call Centre (TCC) is the centralised and recognisable NHG ‘front-door’ digital and Call Centre in support of the national Healthier SG initiative. In TCC, the TeleHealth Nurse is the main pillar of Telehealth Nurse Triage (TNT) to support the planning, operationalization and resource management of NHG TeleHealth services. Specifically, to:

- Perform Nurse-led teletriage to provide clinical advisory for symptom management and health education to residents and families
- Determine medical urgency and guiding decisions to appropriate care by right siting of urgent and non-urgent care to self-care, direct to GPs, or send to Urgent Care Centre and Emergency Department for any emergency case
- Support enrolled residents and GPs with tele-healthcare and case management services in partnership with primary care and community providers

The TeleHealth Nurse will work closely with the other NHG’s institutional Call Centres/’front-doors’, Community Of Care, Integrated Care Organizations, primary care providers and community health team and partners to streamline and navigate the resident and partner experience at the start, and throughout their enrolment and care journey.

**Tele-triage**
- Identify key reason for call encounter and help the residents and their families in receiving the right advice, in the right place, first time for urgent/non-urgent care
- Obtain history, gather information, assess and evaluate caller’s acute medical concern to determine appropriate site of care according to established guidelines and protocols
- Provide sound clinical advice, health education counselling and support to callers based on their needs
- Escalate appropriately to medical support for advice if unsure of up or down triage
- Ensure the team practices the guidelines and protocols and bring right care to patient, preferably referral to enrolled GP or any GP closer to home thereby reducing unnecessary hospital attendances and admission.
- Provide best service experience to callers and continually look for ways to improve telehealth service as a cohesive team
- Document all call encounters records clearly with good handoffs and recommendations back to primary care providers

**Chronic disease education and health coaching**
- Provide chronic disease education and health coaching to callers
- Promote health screening, wellness and mental health support to residents through individualize care planning and coordination in the community
- Empower residents/caregivers to perform self-monitoring of their chronic conditions
- Advising residents on recognizing red flags of chronic disease exacerbations and carry out care escalation plans

**Care coordination and social prescribing**
- Provide comprehensive assessment of residents’ needs including functional and psychosocial and linking up with various resources, community programs and services
- Provide linkage referrals for enrolled residents with complex needs across the continuum of care from home to community, with primary care providers and community health teams and partners
- Build up strong network with enrolled primary care providers and community teams and partners to streamline and improve residents’ handoffs between providers and care settings

**Job Requirement**

**Education/Training/Experience**
- Registered Nurse with Singapore Nursing Board
- 3 years of minimum clinical nursing experience (Broad clinical nursing background in general and acute medical/surgical areas inclusive of either Community care, Emergency, Paediatric, preferred)
- Nursing Officer and Assistant Nurse Clinician welcome to apply
- Triage experience is desirable but comprehensive training will be provided
- Able to communicate fluently in English and a second language. Multi - lingual (or able to speak dialect) will be an advantage
- Good computer skills and able to toggle between several IT systems

**Personal Attributes**
- Good interpersonal and communication skills
- Excellent phone manners and high degree of customer service
- Strong problem solving skills in resolving clinical needs and support issues
- Able to demonstrate ability to handle stressful situations
- Able to commit to working rotating shifts, including weekends and public holidays