Summary
Who is the medical remote assistance operator?
The remote assistance operator is a personal service professional (SAP). Most often, it is part of a home support project.
We can talk about his role. But the fairest thing is to mention his roles within the telecare company.
Medical remote assistance: roles of the teleoperator
Listen, reassure, comfort, support… The teleoperator does not have one but several roles to play. When a person contacts the call center, he must quickly identify him and then discuss with him in order to find out the reason(s) for his call.
The teleoperator must be as attentive as reactive. He must indeed listen to the person on the phone but also quickly analyze the situation in order to know what to do (contact a loved one or the emergency services, etc.).
It is possible that the recipient of the telecare services simply calls to discuss. The teleoperator must therefore be attentive and know how to find the words that reassure.
What qualities for the teleoperator?
In the field of medical remote assistance, the teleoperator must have various qualities. Thus, he must:
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be patient ;
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to pay attention ;
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to be reactive ;
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have a good capacity for analysis and reformulation;
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know how to manage stress;
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like to work seated;
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enjoy contact with others;
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accept staggered working hours (night…).
Tele-alarm operator: which studies?
To date, there are no specific studies to become a remote assistance operator. Employee training is actually provided by the companies offering this type of service.
However, it should be noted that the DNB (national patent diploma), CAP (personal assistance sector) or BP (vocational baccalaureate) levels may be required.
Finally, first aid training is a plus.
What possible developments for the remote assistance operator?
If he so wishes, the remote assistance operator can become a manager or even a station manager, for example.