Patient Support Assistant
Prepare scripts and workflows that staff could use to support patients through online consultations.
Section A: The Brief
Careers can start with one email, here's yours.
Welcome to the VirutalCareNow experience!
I’m Alan from Astranda, and I’ll be your mentor for this experience. You are stepping into the role of Patient Support Assistant, helping a new digital health company get ready to care for patients through video, phone, and chat.
VirtualCareNow is a startup in the UAE that is building a platform for telemedicine, which means doctors and patients can connect online. Your work will help the team get ready for their official launch.
Your task is to research common health conditions in the UAE, turn that information into easy-to-understand resources, and create useful tools that staff can use to support patients. You will prepare simple patient education packs and write a consultation script that helps guide conversations with clarity and care.
Before you begin, make sure to listen to the onboarding and welcoming message from Anna, the CEO and Co-Founder of VirtualCareNow, included below.
Remember to aim high, stay on track, and present your ideas professionally. We can’t wait to see what you bring to the table.
Regards,
Alan
alan@astranda.com | Head of Partnerships
Section B: The Job
Step into the role.
Patient Support Assistant
Level: Entry-Level
Duration: ~12 Hours
Result: Performance Report
Role Description: Help people understand health information and guide them through online consultations.
Key Performance Indicators: Measured on how clearly and accurately you communicate.
Key Deliverables
By the end of this experience, you will have created:
Here are some key details to keep in mind as you work:
Why is this important: Improves patient understanding and ensures safe and consistent consultations
Expert tip: Focus on clarity and empathy — use plain language and examples that make health information easy to understand
Section C: The Workflow
Phase 1: Discovery
Step 1.1 - Research Health Conditions
Current Circumstance
As a new employee, you must spend time learning about the telemedicine sector before you start creating resources for patients. Your colleagues at VirtualCareNow have shared the video below to give you an insight into the industry.
Source: Technology Whispers - What is Telehealth Exactly About
The VirtualCareNow team has also asked you to explore MedMate, an Australian company that inspired the creation of VirtualCareNow. Learning about MedMate will help you better understand our approach and the platform we’re currently developing.
Source: MedMate
As a Patient Support Assistant, you must also understand the most common health issues in the UAE. Research conditions that are both highly prevalent and a priority for healthcare systems. These may include asthma, which is influenced by environment and allergens.
As you research, use trusted healthcare sources such as WHO (World Health Organization) or MOHAP (UAE Ministry of Health and Prevention). These will give you evidence-based, reliable information.
Source: WHO
Take notes on:
Prevalence: How many people are affected in the UAE.
Risk factors: Lifestyle, genetic, or environmental contributors.
Symptoms: What patients commonly experience.
Complications: What can happen if the condition is unmanaged.
Prevention / lifestyle tips: Non-clinical steps like diet, exercise, or routine screening.
Constant research is a normal part of working in healthcare. By practicing this skill now, you’re experiencing a core part of how real healthcare teams work including staying curious, evidence-driven, and committed to accuracy.
Create a 2–3 page report with one section for each health condition you researched. Each section should include:
Condition overview: a short definition and why it matters in the UAE.
Prevalence: how common it is (use UAE statistics if available; if not, use global or regional data).
Risk factors: lifestyle, genetic, or environmental contributors.
Common symptoms: how the condition typically presents in patients.
Complications: what can happen if it is unmanaged.
Prevention and management tips (non-clinical): safe, general advice such as exercise or balanced diet.
Technical terms and plain-language equivalents: e.g., hypertension → high blood pressure.
Format your report so that each condition has its own section with clear headings. Include references to your sources at the end of the report.
Step 1.2 - Discover Best Practices
Aim: Identify and understand the best practices healthcare workers use to support patients effectively and safely
Healthcare Safety Standards and Guidelines
Before creating consultation scripts and patient education materials, Patient Support Assistants learn about the best practices that guide healthcare workers in their daily interactions with patients. These best practices help ensure safety, clarity, and empathy across all forms of communication.
Your colleagues at VirtualCareNow have shared the following example from a similar provider in the US to give you an understanding of a telehealth consultation from the perspective of the patient and healthcare provider.
Source: USF Health
You now need to research safety standards and guidelines, focus on common themes such as:
Patient-Centered Communication: Listening actively, confirming patient understanding, and showing empathy.
Documentation: Recording patient interactions accurately and promptly for continuity of care.
The VirtualCareNow team found the American Medical Association’s Telehealth Implementation Playbook really helpful when preparing documents. You can check it out too if you want to learn more about explore any topic in more detail.
Source: AMA
Based on your research, prepare a 1-page draft of Safety Standards and Guidelines for VirtualCareNow. This may include:
Core principles (confidentiality, cultural sensitivity, safety first).
Escalation triggers (when to immediately hand over to a licensed doctor).
Digital consultation etiquette (camera on, professional background, clear introductions).
This draft will serve as the foundation for how all Patient Support Assistants at VirtualCareNow communicate with patients, making it one of the most important resources you’ll create.
Deliverable Due
Phase 2: Resources
Step 2.1 - Consultation Script
Write a Script
At VirtualCareNow, Patient Support Assistants are often the first point of contact for patients seeking help. A strong script ensures that every interaction is safe, consistent, and professional.
Your task is to create a consultation script that guides our staff through opening the conversation, gathering information, explaining key facts in plain language, offering safe lifestyle tips, confirming understanding, and knowing when to escalate the case to a licensed doctor.
Source: Dr Ariana DeMers
A colleague at VirtualCareNow shared their structure for scripts, which you can use if you find it helpful:
Opening: Greeting, role introduction, confidentiality reminder.
Information Gathering: 3–4 open-ended questions about symptoms or concerns.
Information Sharing: 2–3 key facts explained in simple language.
Lifestyle Tips: General, safe advice (diet, exercise, sleep, stress).
Teach-Back: Ask the patient to repeat back what they understood.
Escalation Point: Clear instructions on when to refer to a doctor.
Closing: Summarize next steps, thank the patient, and end with encouragement.
Like all healthcare workers, you need to balance professional accuracy with human empathy. Use technical terms where needed but always provide a plain-language equivalent (e.g., hypertension → high blood pressure).
Role-Play Script
Once your draft script is ready, test it in a live role-play to see how it works in practice. You can edit the script based on the experience. For testing the script, you have two main options as a Patient Support Assistant:
With a friend or family member – Ask them to pretend to be a patient with one of the conditions you researched. Use your script to guide the conversation, then ask for feedback on clarity, empathy, and flow.
With ChatGPT in Voice Mode – Ask ChatGPT to role-play as a patient (e.g., “Pretend you are a patient in Dubai worried about asthma”). Read your script aloud and interact as if it were a real consultation.
Source: OpenAI
Record Script
To help your teammates understand how to interact with patients in this scenario, record a short video clip of yourself talking through the script. The recording is to be less than 60-seconds as it will be part of training new Patient Support Assistants. Your recording will help the VirtualCareNow team practice realistic patient interactions and understand how communication should sound in a telehealth consultation.
Deliverable Due
Step 2.2 - Patient Pack
Patient Information
At VirtualCareNow, Patient Support Assistants send patients educational resources after a consultation. These packs reinforce the key points explained during the call or chat to help patients feel more confident about their health. Unlike medical textbooks, patient packs need to be simple, visual, and easy to read, while still accurate and trustworthy.
Your task is to create a 2–3 page education pack covering one of the health conditions you researched. The content should be evidence-based but written in plain language so anyone can understand it. Design your pack so it looks inviting and professional. Use icons, short bullet points, and clear headings.
The VirtualCareNow team have used the following structure for other patient packs:
Cover Page / Title
Clear title (e.g., “Understanding High Blood Pressure” or “Your Guide to Asthma”)
Subtitle with plain-language purpose (e.g., “What it is, why it matters, and how to stay healthy”)
Visual (icon, illustration, or simple photo).
What You Need to Know
3–4 bullet points explaining the condition in plain language.
Example: “High blood pressure means your heart is working harder to pump blood. Many people don’t notice symptoms, but it can increase the risk of heart problems if not managed.”
Everyday Tips (non-clinical)
4–5 safe, practical lifestyle tips: diet, exercise, sleep, hydration, stress management.
Example: “Aim for at least 30 minutes of movement each day, such as walking, swimming, or cycling.”
When to Seek Help
List of red-flag symptoms or situations when a doctor should be contacted immediately.
Example: “If you feel sudden chest pain, shortness of breath, or severe dizziness, seek urgent medical help.”
Trusted Sources
List 2–3 references (e.g., WHO, MOHAP, NHS).
Add a note: “This guide is for education only and is not a substitute for medical advice. Always speak to a licensed healthcare professional for diagnosis or treatment.”
Colleagues at VirtualCareNow have shared the sample from WHO below to give you an idea of typical healthcare design, language and structure.
Source: WHO
Deliverable Due
Congratulations on completing the VirtualCareNow experience. More importantly, you’ve demonstrated the foundational skills that open the door to real roles in healthcare.
Here’s what you’ve shown you can do:
Clinical literacy: Research UAE-specific health conditions and identify the most relevant insights.
Plain-language communication: Translate complex medical information into clear, human-friendly guidance.
Structured triage thinking: Ask the right questions, in the right order, to guide patients safely to next steps.
Tool-building: Create checklists, scripts, and templates that teams can use immediately.
Data and compliance awareness: Handle information responsibly while protecting patient privacy.
Empathy under pressure: Keep conversations calm, respectful, and action-oriented.
These are the exact capabilities behind roles in the healthcare sector. Employers don’t just want potential, they want proof. And you now have it.
Once you submit the work and receive feedback, you can add it to your CV or LinkedIn under Projects as “Astranda × VirtualCareNow — Patient Support Assistant.”
Quick reminder, please follow the Submission Guidelines below to finalize your completion.
This is a meaningful step toward a career in healthcare. We’re proud of your progress, and you should feel confident knowing you have what it takes to keep moving forward. Keep stacking achievements and experiences that set you apart.
Regards,
Alan
alan@astranda.com | Head of Partnerships
How to Submit
Submit your work, get feedback, certificates and more.
Submission Guidelines
Put everything in one folder
Name it:
Astranda_[ExperienceName]_[YourFullName]_[School]Include your docs, slides, videos, images, and any source files.
Upload to Google Drive
Open Drive → New → Folder (use the name above) → upload your files.
If your work is in Google Docs/Slides/Sheets, make sure each file has a clear title.
Set sharing permissions
Right-click the folder → Share → General access: Anyone with the link → Viewer.
Important: Do not require sign-in and do not give edit access.
Double-check by opening the link in an incognito window—if you can view it without logging in, you’re good.
Enter your details below:
How to Submit Your Work (via Google Drive link)
Put everything in one folder
Name it:
Astranda_[ExperienceName]_[YourFullName]_[School]Include your docs, slides, videos, images, and any source files.
Upload to Google Drive
Open Drive → New → Folder (use the name above) → upload your files.
If your work is in Google Docs/Slides/Sheets, make sure each file has a clear title.
Set sharing permissions
Right-click the folder → Share → General access: Anyone with the link → Viewer.
Important: Do not require sign-in and do not give edit access.
Double-check by opening the link in an incognito window—if you can view it without logging in, you’re good.
Copy your sharable link
Right-click the folder → Copy link.
Email your submission
Subject:
Submission: [ExperienceName] – [Your Full Name] – [School]Body: Paste the link and write a professional email including these details - Name: [Your Full Name], School: [Full School Name], Experience: [ExperienceName], Drive Link: [paste your view-only folder link]
Final checks before sending
The link opens without “Request access.”
All files load and play (videos, slides, etc.).
File names are clear and professional.
No personal data you don’t want shared.
Receive feedback
We will examine all your submitted materials
We will reply with your Performance Report and Certificate of Completion via email within 7 days
We will also share your next experience to continue your progress towards your dream career
If you want to try a different career path, please email alan@astranda.com.
Tips
Large videos? Upload to the same folder (don’t attach to the email).
Multiple versions? Keep only the final in the root folder; move drafts into a “Drafts” subfolder.
Keep a backup copy for your records.
