In this job you help older patients in the US by phone and video when their tablet or devices stop working. They need to follow every step you give them, so we listen to how clearly you speak and how patiently you explain. This part takes about five minutes. Use a quiet room.
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Part 1: Read these lines from a call
You are on a call helping a patient with his tablet. Read these sentences to him clearly, at a normal pace, as you would on the call.
- Plug the charger into the bottom of the tablet and wait until you see the battery light.
- Press and hold the power button on the right side of the tablet for three seconds.
- Swipe down from the top of the screen and check that Wi-Fi is turned on.
Part 2: The call
- You work in technical support at AnsibleHealth, a physician-led medical group caring for people with heart failure and COPD at home. Patients see their care team by Zoom video on an Android tablet we mail them, and send readings from a pulse oximeter and a blood pressure monitor.
- Mr. Robert Hayes is 81. His video visit with his nurse starts in ten minutes. He calls you: the tablet screen is dark, he is not sure it is charged, and he has never joined a visit on his own.
The patient says: “I can't get this thing to work and my nurse is waiting. What do I do?”
Talk him through getting into his visit, the way you would on the phone, in 60 to 90 seconds. He is not comfortable with technology.
