Position overview

The Division of Women, Youth and Children provides a broad range of primary, secondary and tertiary health services. The division has a strong focus on clinical governance to ensure quality of services this is underpinned by our partnerships with our consumers and other service providers. We are a family-centred, multidisciplinary team that delivers care in CHS, Community Health Centres, client’s homes, schools and Child and Family centres.

The position provides management and leadership to Women Youth and Children Administration staff located at Centenary Hospital for Women and Children, as well as WY&C community Based services. The role involves managing staff who are performing front line services duties including booking appointments, referral management, screening telephone calls, and clinic support. The role requires a high level of time management skills with an ability to liaise effectively with staff at all levels. A high level of knowledge and demonstrated ability in the use of health-based IT systems including the Digital Health Record is required. Demonstrated ability in problem solving as well as small involvement in project management and quality and improvement is highly desirable. This role ensures high quality customer service standards are maintained and provides support and assistance to the Women, Youth and Children’s Management team as necessary.

Key Responsibilities

Under limited direction of the Operations Manager, you will contribute to the daily support of Women, Youth & Children, both back and front of house. This role requires a high level of time management skills with an ability to liaise effectively with staff at all levels. You will:

1. Manage the day-to-day operations of the administrative staff to achieve high quality, consistent consumer focused administrative support within the Division.
2. Oversee the management of clinic structures on the Patient Administration System to ensure the efficient management of ambulatory appointments, human and material resources.
3. Monitor and report on performance indicators within the booking and scheduling service such as but not limited to waiting times and referral turnaround times.
4. Develop and implement policies and procedures aimed at achieving a high-quality patient focused service and standardisation of administrative processes across a diverse range of services with the WY&C.
5. Provide administration, technical and professional support to the administrative staff, including direction in the use of the Patient Administration System.
6. Oversee the coordination of training and development programs for administration staff, while supporting broader HR functions including recruitment onboarding, workforce planning, performance management processes, compliance training, and continuous capability development across the organisation
7. Problem solve and contribute to proactive change management across the administrative services to support the staff in delivering high quality, consistent services.
8. Undertake other duties appropriate to this level of classification which contribute to the operation of the organisation.

Competencies

Specific competencies include but are not limited to the following:

• Demonstrates exceptional interpersonal and communication skills, both written and verbal, to engage effectively with a wide range of stakeholders.
• Applies advanced administrative and organisational skills to manage complex clinical scheduling, ensuring minimal disruption to service delivery.
• Exhibits strong critical thinking and problem-solving abilities, contributing to continuous improvement and operational efficiency.
• Maintains a high standard of professionalism, integrity, and accountability in all interactions and responsibilities.
• Adapts effectively to changing priorities and demands, remaining flexible and composed in a dynamic healthcare environment.
• Exercises sound judgment and discretion, particularly when handling sensitive or confidential information.
• Collaborates productively within multidisciplinary teams, fostering a positive, respectful, and high-performing work culture.

Qualifications and Experience

Specific qualifications and experience include, but is not limited to, the following.

Essential

• Several years leading and managing a team.

Desirable

• Prior experience with the Digital Health Record.
• Have an understanding of how the National Safety and Quality Health Service (NSQHS) indicators align with this role.
• Experience or knowledge of the CHS Exceptional Care Framework and all other related frameworks.

Prior to commencement

Appointment to this position is conditional on being granted and retaining appropriate clearances:

• Undergo a pre-employment National Police Check.
• Current registration issued under the Working with Vulnerable People (Background Checking) Act 2011 is required.

Important information

All employees are required to:

• Adhere to the Canberra Health Services Values and the ACT Public Service Code of Conduct.
• Act in accordance and comply with all relevant Safety and Quality policies and procedures.
• Comply with all relevant competency standards.

CHS is leading the drive to digitally transform health service delivery in Australia through the implementation of a territory wide Digital Health Record. Computer literacy skills are required which are relevant to this role as you will be responsible for completing required documentation and becoming a proficient user of the Digital Health Record and/or other Information Technology systems; once proficient, you will need to remain current with changes, updates, and contingencies.

What you Require (Key Selection Criteria)

These are the key selection criteria for how you will be assessed in conjunction with your resumé and experience.

1. Proven experience in managing a diverse team including human resources, training and performance management.
2. Proven ability to lead a diverse team that is focused on high quality customer service principles, practices and attributes.
3. Demonstrated use of performance reports and a superuser of IT systems to inform decision making and improve service delivery.
4. Strong interpersonal and communication skills with a demonstrated ability to establish and maintain effective working relationships with a diverse range of stakeholders.
5. Demonstrates understanding of, and adherence to, safety and quality standards, Work Health and Safety and the positive patient experience. Displays behaviour consistent with CHS’s values of reliable, progressive, respectful, and kind.

Work environment description

The following work environment description outlines the inherent requirements of the role and indicates how frequently each of these requirements would need to be performed. Please note that the ACT Public Service is committed to providing reasonable adjustments and ensuring all individuals have equal opportunities in the workplace.