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Position Description Central Gippsland Health Service

Service: Support Services Position Title: Receptionist, Administration Support

Classification level: as per relevant Reports to: Practice Manager agreement The Service: The structure: Central Gippsland Health Service (CGHS) is a subregional health service and the major provider of health and aged care services in the Wellington Shire. We serve an immediate population of approximately 42,000 in Central Gippsland, and reach a wider community in East Gippsland and parts of South Gippsland in terms of more specialised services such as perinatal services, critical care and surgery.

CGHS is unusual being both a sub-regional and an integrated health service, providing a broad range of primary, secondary and tertiary services, including a comprehensive range of HACC services, through to adult intensive, coronary care and level 2 neonatal care.

Acute services include a full time emergency department, critical care unit, neonatal critical care unit, operating theatres, day procedure unit, and oncology and dialysis services in addition to general medical and surgical services and subacute services including rehabilitation.

The health service has acute campuses at Sale, Maffra and Heyfield; community and home support services are provided throughout the Shire of Wellington (with the exception of Yarram and District) with centers in Maffra, Sale, Heyfield, Rosedale and Loch Sport. Residential aged care services are provided at Sale, Maffra and Heyfield.

CGHS Consulting Rooms located at Sale, accommodate 5 fulltime specialists and a large number of visiting specialists. A significant development program is underway to diversify and increase the clinical services available, provided by medical consultants and allied health practitioners. Decision making / delegation This position is at operational level and will have input into planning and decision making processes as part of the service team. The position reports to the Practice Manager who holds a delegated authority to the level of Department Head/Manager in accordance with “CGHS Instrument of Delegation”. The work context: The receptionist works across two departments in a multi-disciplinary team environment that requires the incumbent to interact effectively within the Consulting Rooms and more broadly with staff from other departments in the health services, external health professionals and agencies. The purpose of the position:

Prompt Doc No: <#doc_num> v<#ver_num> Entered on PROMPT: <#issue_date> Review & Update by: <#next_review_date> Page 1 of 6 TemplateW v002 UNCONTROLLED WHEN DOWNLOADED This position will work collaboratively to provide reception and administrative support services to patients/clients and Health practitioners; achieving and maintaining high standards of quality care; continuity of service; efficient use of resources and upholding and fulfilling the organization’s vision, mission and values. The key responsibilities of the role:

Specific Responsibilities  Provide reception and administrative support services for the Consulting Rooms o Client registration o Making appointments o invoicing and receipting of accounts o Cash reconciliation o Medicare batching and receipting  Advanced word processing including: o Medical audio typing o Prepare documents, spread sheets and electronic presentations as drafted by appropriate staff o Prepare routine correspondence under direction  General Administrative support including: o Photocopying and scanning o Monitoring and completing stores requisitions o Maintaining the client records system under the guidance of the Practice Manager o Maintaining filing systems o Data entry using spread sheets and appropriate databases

Generic Responsibilities  Work collaboratively with all members of the multidisciplinary team to facilitate integrated person- centred care leading to timely and effective client discharge.  Actively participate in quality activities and accreditation processes in accordance with standard practice.  Manage OH&S consistent with overall OH&S programs, policies and procedures within CGHS and also: look after your own health; look out for the health and safety of others in the workplace; follow safe work practices; report hazards and injuries; participate in agency health promotion initiatives and support healthy lifestyle choices for staff  Contribute extensively to the development of an annual capability development plan designed to support you to:  achieve your personal goals and objectives;  live ethically within your personal value system; and  enthusiastically support CGHS to achieve our strategic and service delivery goals and objectives  Support patient, client and community participation in decisions in all aspects of the service  Work within agency policies, procedures and code of conduct  Participate in mandatory education as it relates to your specific roles and responsibilities. This may include:  Fire Safety  Manual Handling / Back Care  Minimal/No Lift (As appropriate)  CPR (As appropriate)  Infection Control – as it relates to the employees designated work role  Others Typical work schedule: 72 hours per fortnight Monday to Friday as rostered between 08.30 – 6pm. Flexibility to work occasional Saturday consulting sessions and an additional day to cover leave absences. Qualifications:  Certificate 3 qualifications relevant to the role and/or preparedness to undertake appropriate training  Computer Literacy Required experience / other Experience demonstrating opportunity to develop the capability requirements for the role

Prompt Doc No: <#doc_num> v<#ver_num> Entered on PROMPT: <#issue_date> Review & Update by: <#next_review_date> Page 2 of 6 TemplateW v002 UNCONTROLLED WHEN DOWNLOADED Leadership Capabilities

THINKS CREATIVELY AND SOLVES PROBLEMS EFFECTIVELY  Understands the work area’s direction and how it delivers its service  Links own work to the health service’s work priorities  Applies creative approaches to issues and problems.  Shows judgement, intelligence and common sense. ACHIEVES RESULTS  Responds to client needs and organizes resources  Shares expertise and uses technology effectively  Adapts to and implements change  Delivers on intended results. DEMONSTRATES PERSONAL DRIVE AND INTEGRITY  Demonstrates professionalism and acts ethically  Engages with risk and shows personal courage and resilience  Takes personal responsibility for meeting objectives and progressing work  Demonstrates self-awareness and a commitment to personal development. COMMUNICATES EFFECTIVELY  Communicates clearly  Listens, understands and adapts to the audience  Negotiates effectively. WORKS PRODUCTIVELY WITH OTHERS  Builds internal and external relationships  Values individual differences and diversity  Works co-operatively  Guides people Technical Capabilities

Specific Capabilities Provide reception services for the CGHS Consulting Rooms and Medical Imaging departments (mapped to HLTCOM407B)  Manage patient/client appointment bookings and waiting patients/clients  Communicate effectively with staff and patients  Manage office administration tasks  Perform routine financial activities  Provide basic health care assistance Provide quality customer service (mapped to CUECORO3A)  Observe and communicate in a polite, professional and friendly manner using appropriate language, tone and non-verbal cues  Show sensitivity to cultural and social differences  Use active listening and questioning to facilitate effective two-way communication  Meet all reasonable needs and requests of customers within organisational guidelines and timeframes  Identify and take all opportunities to enhance the quality of service  Identify potential and existing conflicts and seek solutions Facilitate a coordinated approach to patient/client care (mapped to HLTMAMP407B)  Provide instruction and information to patients/clients  Follow up clients as per practice protocols and health practitioner’s instructions  Exchange information among providers effectively and appropriately  Facilitate multidisciplinary approach to patient/client care  Extract information from practice database to facilitate optimal care Respond effectively to difficult or challenging behavior (mapped to HLTCSD306C)  Plan response  Apply response  Report and review incidents Maintain patient records (mapped to BSBMED303B)  Identify and clarify own role for patient record keeping  Access patient records

Prompt Doc No: <#doc_num> v<#ver_num> Entered on PROMPT: <#issue_date> Review & Update by: <#next_review_date> Page 3 of 6 TemplateW v002 UNCONTROLLED WHEN DOWNLOADED  Help maintain patient records  Monitor and review own role Prepare and process medical accounts (mapped to BSBMED202B)  Provide advice to patients about fee structure  Process referrals to specialist practitioners  Prepare medical accounts for bulk billed and private patients  Process accounts and follow up overdue accounts Interpret and apply medical terminology appropriately (mapped to BSBMED301B)  Respond appropriately to instructions which contain medical terminology  Carry out routine tasks  Use appropriate medical terminology in oral and written communication Administer the information management system of the department (mapped to HLTMAMP408B)  Administer health practice information systems  Ensure security of data  Maintain quality and integrity of data Use business technology (mapped to BSBWOR204A )  Select and use technology  Process and organize data  Maintain technology Contribute to workplace innovation (mapped to BSBINN201A)  Identify opportunities, discuss and develop ideas with others, addressing practicalities of change Participate in OHS processes (mapped to HLTOHS200B)  Plan and prepare to work safely  Conduct work safely  Participate in OHS consultative processes  Follow emergency response procedures

Generic Capabilities

Continuous Improvement (mapped to: BSBFLM309C)  Continuously looks for and contributes to continuous improvement opportunities.  Understands and effectively uses CGHS “Riskman Q” quality improvement system.

Contribute to OHS Processes and Workplace Safety (mapped to: HLTOHS300B)  Understand the importance of, and work in accordance with OHS legislation, standards and codes of practice.  Maintains CGHS OH&S system within responsibility areas.  Maintains procedures for identifying hazards, and assessing and controlling risk, including using “Riskman”, incident reporting and risk management system.  Maintains a quality OH&S management system.  Communicate effectively about safe work practices within your service team environment.  Contribute and evaluate risk control activities within your service area.  Implement emergency response procedures within the scope of your training and competence.

Digital Literacy Skill Set (mapped to ICASS00018)  Effectively operates a personal computer

Organise Personal Work Priorities and Development (mapped to: BSBWOR301A)  Commits to on-going professional and capability development consistent with the CGHS Workforce Capability Framework.  Access, complete and record your professional development opportunities.  Ensure that you have read the Strategic Plan for CGHS and participate in the development of a workforce capable of meeting the services delivery and strategic goals and objectives.

Facilitate Responsible Behaviour (mapped to: CHCCS401B)  Effectively demonstrated behavior in accordance with CGHS policies and procedures in relation to role responsibilities, inclusive of organizational requirements, for example:  Access, Use and Disclosure of Information

Prompt Doc No: <#doc_num> v<#ver_num> Entered on PROMPT: <#issue_date> Review & Update by: <#next_review_date> Page 4 of 6 TemplateW v002 UNCONTROLLED WHEN DOWNLOADED  Equal Opportunity  Whistleblowers Protection  Dispute Resolution – Grievance Procedure  Workplace Bullying and Harassment  The Privacy Principles  Code of Conduct for Victorian public sector employees  Manage your own behavior in a way which enables sustained performance and an appropriate work/life balance.  Actively supports CGHS organizational culture through role modeling CGHS organisational values.

Develops a workplace learning environment (mapped to BSBLED501A)  Creates learning opportunities  Facilitates and promotes learning  Provides support and supervision to relevant staff

Service Excellence (mapped to: CHCCS311C & HLTCSD201C)  Shown knowledge and commitment to excellent customer service.  Achieves high levels of service excellence.

Communicates and Works Effectively within the Health Environment (mapped to: HLTHIR301B)  Expressed an understanding of what is expected in relation to written and verbal communication within the work area and ensures communications contain necessary information to achieve their purpose.  Showed professional empathy.

Perform and Comply with Mandatory Competencies as relates to your Role Responsibilities, which may include:  Fire Safety (mapped to: FPICOR2204B)  Manual Handling/Back care (mapped to: HLTHSE204C)  Minimal/No Lift (mapped to: HLTHSE204C)  Cardiopulmonary resuscitation (CPR) (mapped to: HLTCPR201B)  Infection Control (mapped to HLTIN301C)  Other

I confirm that I have read and understand the above information and that this document forms part of my contract of employment.

Employee’s Name: ______

Employee’s Signature: ______

Date: ______

Director’s signature: ______

Date: ______

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