Telehealth Services Coordinator

About This Course and Qualification

A Telehealth Services Coordinator helps patients, healthcare professionals and service providers use telehealth services.

Telehealth uses communication technology to support healthcare activities such as remote consultations, appointment scheduling and coordination between patients and healthcare providers.

Depending on the workplace, the coordinator may help organise consultations, prepare equipment, maintain records, support patients with technical problems and coordinate follow-up activities.

This page provides information about the Telehealth Services Coordinator qualification as an option you can explore if you are interested in digital healthcare support.

WARA may not be authorised to offer this course, conduct its formal assessment, or issue its qualification. This page is for information and career guidance. It does not mean that WARA currently offers a Telehealth Services Coordinator course or can provide its certification.

If you are interested, contact an authorised training provider and the relevant assessment or certification organisation. Confirm the current qualification, eligibility, fees, training arrangements, assessment process and certification arrangements before enrolling.

What Does a Telehealth Services Coordinator Do?

The coordinator helps patients and healthcare professionals use telehealth services smoothly.

Depending on the job and workplace, responsibilities may include:

• Responding to enquiries about available telehealth services.
• Helping patients understand appointment arrangements.
• Scheduling consultations and sending reminders.
• Preparing the equipment and technical setup required for a session.
• Helping patients connect to a consultation.
• Providing basic technical assistance within the assigned role.
• Supporting healthcare professionals during teleconsultations.
• Maintaining records and documentation according to procedure.
• Helping coordinate follow-up appointments and related services.
• Maintaining equipment and inventory records.
• Supporting billing and administrative processes where assigned.
• Promoting awareness of telehealth services in the community.

The exact duties depend on the employer, workplace, training and applicable rules.

A Telehealth Services Coordinator is not automatically a doctor, nurse or clinical adviser. The coordinator supports the healthcare service and its technology. Diagnosis, treatment decisions, prescriptions and other clinical responsibilities remain with appropriately qualified and authorised healthcare professionals.

Official Qualification Information

The Healthcare Sector Skill Council (HSSC) publishes the Telehealth Services Coordinator qualification.

The HSSC catalogue lists a Version 2 entry with 960 notional hours:

• Theory: 240 hours.
• Practical: 390 hours.
• Employability skills: 60 hours.
• On-the-job training: 270 hours.

The HSSC 2026 training calendar also lists a Version 3 programme. Do not assume that the Version 2 duration or curriculum applies to every current programme.

Official Resources

• HSSC Approved Qualifications
• National Qualification Register

Search for Telehealth Services Coordinator — HSS/Q5801. Check the current version, qualification status, entry requirements, curriculum, training hours and assessment arrangements.

Ask the provider for the qualification pack and model curriculum that apply to the programme being offered.

Who Might Explore This Pathway?

Telehealth-related training may be worth exploring if you:

• Enjoy communicating with people.
• Can listen patiently and understand what someone needs.
• Are comfortable using computers, smartphones and video calls.
• Can follow instructions and manage several tasks in an organised way.
• Are willing to learn digital systems and basic troubleshooting.
• Can handle personal information responsibly.
• Want to investigate healthcare work that combines administration and technology.

The exact educational and other entry requirements depend on the qualification version and programme.

Do not assume that Class XII is a universal minimum requirement or that every provider has the same eligibility rules. Confirm the requirements for the specific programme before enrolling.

What Skills Would You Explore?

A Telehealth Services Coordinator learning pathway may cover several practical areas.

Communication and Patient Support

Patients may need help understanding how to access a service or join a consultation.

Useful skills include:

• Listening carefully to enquiries.
• Explaining appointment arrangements in simple language.
• Giving clear instructions for using approved technology.
• Communicating respectfully with patients and families.
• Recognising when a question must be referred to a healthcare professional.
• Maintaining professional boundaries.

A coordinator should not provide medical advice merely because a patient asks a question during a call.

Appointment Scheduling

Consultations need to be arranged accurately and communicated clearly.

Possible learning areas include:

• Recording appointment details.
• Checking availability.
• Confirming date and time.
• Sending reminders through approved channels.
• Helping patients understand how to join a session.
• Coordinating changes and cancellations.
• Following procedures when a patient cannot be reached.

The coordinator must use the scheduling process and authority provided by the employer or service.

Digital Tools and Teleconsultation Setup

Telehealth services may use video-conferencing systems, computers, mobile devices, cameras, microphones and other approved equipment.

Possible learning areas include:

• Preparing equipment for a session.
• Checking connectivity and audio.
• Helping a patient access the consultation.
• Following approved troubleshooting steps.
• Recognising when technical support is needed.
• Protecting privacy during a remote session.

The equipment and procedures depend on the actual service.

Supporting the Healthcare Professional

A coordinator may help a clinician and patient connect successfully.

Possible responsibilities include:

• Confirming that the appointment is ready to begin.
• Helping resolve basic connection difficulties.
• Supporting the agreed consultation workflow.
• Recording administrative information where authorised.
• Arranging follow-up activities as instructed.
• Escalating technical or operational problems.

Clinical documentation must be handled according to the applicable procedures and the coordinator’s assigned responsibilities.

Records and Confidentiality

Telehealth services may handle personal information, appointment details and healthcare records.

Useful skills include:

• Entering information accurately.
• Checking patient identity according to procedure.
• Maintaining complete administrative records.
• Using approved systems and communication channels.
• Protecting passwords and access credentials.
• Following confidentiality and data-protection procedures.
• Sharing information only with authorised people for permitted purposes.

Do not use personal messaging accounts or unapproved tools for patient information unless the service explicitly authorises them and the arrangement complies with applicable requirements.

Coordination and Follow-Up

Some telehealth services connect patients with other healthcare services.

Depending on the organisation, coordination may include:

• Scheduling another consultation.
• Communicating appointment information.
• Helping arrange an authorised service referral.
• Following up on administrative tasks.
• Coordinating with the relevant service provider.
• Recording completion or reporting unresolved issues.

The coordinator should not independently decide which medical service a patient needs. Clinical referrals and decisions must follow the appropriate professional instructions and service procedures.

Community Awareness

Some telehealth programmes aim to help people learn about and access remote healthcare services, particularly where access is difficult.

Possible activities include:

• Explaining how the service works.
• Demonstrating basic technology use.
• Helping people understand appointment procedures.
• Supporting community information activities.
• Directing clinical questions to qualified healthcare professionals.

Community outreach should provide accurate information and must not promise that every service is free, available immediately or suitable for every patient.

Story-Based Learning: Understand Telehealth Situations

The following scenarios illustrate ways a learner could practise and understand telehealth coordination responsibilities.

They are illustrative learning ideas, not a claim that WARA currently delivers an accredited Telehealth Services Coordinator course or that these scenarios reproduce the official curriculum of a particular qualification version.

Scene 1: The First Patient Enquiry

Situation: A patient calls to ask how to arrange a teleconsultation.

Learning focus:

• Listening to the patient’s needs.
• Explaining the service process.
• Collecting only the necessary information.
• Identifying questions that need referral.
• Communicating clearly and respectfully.

Practice: Explain how you would help the patient understand the booking process without offering a medical opinion.

Scene 2: Registering a Patient

Situation: A patient needs to be registered in the authorised system.

Learning focus:

• Following the registration process.
• Checking identity information according to procedure.
• Entering information accurately.
• Protecting confidential information.
• Recognising incomplete or inconsistent records.

Practice: Identify what you would do if information was missing or did not match the available records.

Scene 3: Booking a Consultation

Situation: A patient needs an appointment with a healthcare professional.

Learning focus:

• Checking appointment availability.
• Recording the correct date and time.
• Confirming the patient’s contact details.
• Sending the required confirmation.
• Following procedures for changes or cancellations.

Practice: Describe how you would respond if the requested appointment time were unavailable.

Scene 4: Preparing for a Teleconsultation

Situation: A consultation is due to begin.

Learning focus:

• Checking the required equipment.
• Testing audio and connectivity.
• Preparing the approved digital platform.
• Helping the patient connect.
• Protecting privacy during the session.

Practice: List the checks you would make before the consultation starts.

Scene 5: Helping During a Consultation

Situation: The patient can see the doctor but cannot hear clearly.

Learning focus:

• Providing basic technical support.
• Following the approved troubleshooting process.
• Communicating calmly.
• Avoiding unnecessary interruption.
• Seeking technical assistance when required.

Practice: Explain how you would try to resolve the problem and when you would escalate it.

Scene 6: Coordinating Follow-Up

Situation: After a consultation, the patient needs help understanding the next administrative step.

Learning focus:

• Following the healthcare professional’s instructions.
• Helping schedule a follow-up appointment where authorised.
• Communicating approved administrative information.
• Recording the required details.
• Referring medical questions to the appropriate professional.

Practice: Describe how you would help the patient arrange the next step without interpreting the doctor’s advice.

Scene 7: Coordinating Multiple Services

Situation: A patient has an appointment and also needs information about another service.

Learning focus:

• Organising tasks.
• Confirming which actions are authorised.
• Communicating with the relevant service provider.
• Recording progress.
• Reporting unresolved issues.

Practice: Explain how you would track the tasks without making clinical decisions or promising services that have not been confirmed.

Scene 8: Community Telehealth Awareness

Situation: A community information session introduces residents to telehealth services.

Learning focus:

• Explaining the service clearly.
• Demonstrating basic access steps.
• Respecting privacy.
• Helping people understand appointment procedures.
• Directing medical questions to qualified professionals.

Practice: Prepare a simple explanation of how someone can enquire about a teleconsultation.

Scene 9: Helping an Older Person Connect

Situation: An older person needs assistance joining a remote consultation.

Learning focus:

• Giving instructions one step at a time.
• Checking that the person can hear and see adequately.
• Maintaining privacy.
• Avoiding unnecessary collection or disclosure of information.
• Requesting additional assistance when required.

Practice: Explain how you would help someone who is unfamiliar with video calls.

Scene 10: Managing a Telehealth Facility

Situation: A telehealth facility needs its appointments, equipment and records organised.

Learning focus:

• Maintaining appointment records.
• Checking equipment availability.
• Following inventory procedures.
• Keeping administrative documentation complete.
• Reporting technical or operational problems.
• Following privacy and safety procedures.

Practice: Identify the information and equipment checks that may be required before a scheduled session.

Practical Training and Assessment

A Telehealth Services Coordinator qualification may include theory, practical training, employability skills and on-the-job training, depending on the applicable qualification version and programme.

Before enrolling, ask the authorised provider:

• Where will practical training take place?
• Which digital tools and equipment will learners use?
• Will learners practise scheduling and teleconsultation setup?
• Is on-the-job training required?
• Who supervises practical activities?
• Who assesses practical competence?
• Is the assessment conducted by an authorised assessment organisation?
• Which organisation issues the qualification after successful completion?

A video, demonstration or practice exercise does not by itself establish formal occupational competence. The required assessment must follow the applicable qualification and programme arrangements.

What Work Might Be Relevant Afterwards?

Depending on the qualification completed, demonstrated competence, employer requirements and applicable rules, related opportunities may include:

• Telehealth service coordination.
• Patient appointment and service coordination.
• Administrative support in a healthcare facility.
• Teleconsultation technical support within the assigned role.
• Healthcare service operations support.
• Community telehealth outreach.
• Further study in healthcare administration or related digital services, subject to the separate entry requirements.

These are possible career directions, not confirmed vacancies or guaranteed outcomes.

Completing this qualification does not automatically qualify someone to manage a telehealth centre, supervise a team, coordinate every type of clinical service or work for a particular employer.

Digital Skills and Accessibility

Telehealth coordination involves technology, but the required level of technical ability varies by workplace.

A learner may need to become comfortable with:

• Computers and smartphones.
• Video calls and approved communication systems.
• Digital forms and appointment schedules.
• Basic troubleshooting.
• Accurate data entry.
• Protecting personal information.

Some roles may require additional digital skills or experience with specific healthcare systems.

If you are new to computers, ask the provider whether foundational digital-skills training is available or required before the qualification.

Earnings and Work Arrangements

Telehealth-related jobs may offer different working arrangements depending on the employer, location, qualifications and responsibilities.

Some positions may be based in a healthcare facility or service centre. Others may involve remote support or community outreach, where the employer and role permit it.

This page does not promise a particular salary, remote-work arrangement, flexible hours or guaranteed employment.

Before accepting a role, check:

• The actual duties and responsibilities.
• Working hours and location.
• Salary, payment terms and deductions.
• Required education, skills and experience.
• Whether additional training is needed.
• The supervision and support available.
• How patient information must be handled.

Do not assume that completing the qualification automatically leads to a remote job or a leadership position.

How This Relates to WARA

WARA’s wider service model may involve coordination between patients, care workers and service providers. A Telehealth Services Coordinator qualification could be relevant to exploring this type of work, but it does not automatically qualify someone to operate the WARA platform.

WARA’s learning framework connects learning with practice, demonstrated competence and suitable work pathways:

Learn → Practise → Demonstrate → Verify → Qualify → Work

WARA’s internal progression levels organise learning and development. They are not automatically equivalent to a formal healthcare qualification or a credential issued by an external certification organisation.

Any WARA role, platform access, staff responsibility or business opportunity depends on separate requirements, availability and selection arrangements.

Before You Enrol: Your Checklist

Use this checklist when contacting a provider.

• Confirm the exact qualification title and code.
• Check the current qualification version and status.
• Confirm educational, age and other entry requirements.
• Ask about theory, practical and on-the-job training hours.
• Confirm which digital tools and facilities are available.
• Verify the assessment process and assessment organisation.
• Confirm who issues the qualification.
• Obtain the complete fee structure and refund conditions.
• Check whether the qualification is relevant to your intended job.
• Request written confirmation of the programme details.

Do not pay fees or rely on a placement promise until you have checked the provider, qualification and arrangements.

Explore Your Next Step

• Explore Care Occupations — understand the responsibilities of different care roles.
• Explore Care Qualifications — investigate other qualification options.
• Explore Global Care Careers — research possible international pathways and their requirements.
• Discover Care Careers — see the wider care career journey.
• Enquire About WARA Opportunities — ask about currently available WARA learning options.

Understand the work. Build digital confidence. Verify the qualification. Choose your next step with confidence.