Position overview

The Central Health Intake Administration Manager (ASO6) is responsible for leading the administrative operations of the Central Health Intake (CHI) service within Canberra Health Services. The role supports the efficient, accurate and timely management of referrals, telephony services and outpatient bookings across a large and complex service environment.

Working under the direction of the CHI Business Manager and within established strategic and operational priorities, the position provides operational leadership and day to day management of administrative functions within the CHI service. The role supports service performance, stakeholder engagement and patient centred outcomes across CHI functions.

Key Responsibilities

Working under the direction of the CHI Business Manager, you will provide administrative leadership, human resource management and operational oversight for the Central Health Intake administrative team. You will:

1. Directly manage and coordinate service delivery and human resource functions of the CHI administrative team.
2. Provide administrative advice and guidance to services within the CHI remit, including in consultation with the CHI Business Manager as required.
3. Manage, monitor and report on CHI operations, including telephony systems, Digital Health Record and other CHS systems and resources.
4. Monitor service delivery performance and KPI adherence to ensure high quality service outcomes, and drive continuous improvement across staff, systems and processes.
5. Oversee and maintain electronic client and information systems, including providing training and technical support to staff.
6. Manage service and program information, including the development, maintenance and electronic publication of content.
7. Prepare specialised performance reports on a monthly and ad hoc basis through analysis of telephony and referral management systems.
8. Liaise with clients, program representatives and key stakeholders, and participate in meetings and quality improvement activities.
9. Oversee the complaints resolution process and identify trends and opportunities to improve service delivery, including escalation where required.
10. 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:

• Demonstrated leadership and people management capability in a service delivery environment.
• High level communication skills, both written and verbal, with the ability to engage stakeholders.
• Strong analytical and problem-solving skills with the ability to interpret data and inform decisions.
• Ability to manage competing priorities and deliver outcomes within tight timeframes.
• Sound understanding of administrative systems, including telephony and digital health platforms.
• Ability to build and maintain effective relationships across multidisciplinary teams.
• High level attention to detail and commitment to accuracy and quality.
• Demonstrated commitment to continuous improvement and innovation.
• Demonstrated understanding of Work Health and Safety principles, with the ability to promote a safe working environment and ensure compliance with relevant policies and procedures.

Qualifications

Essential

• Demonstrated experience in administrative leadership or management within a complex service environment.
• Experience in a healthcare or hospital setting.
• Proficient with the usage of Digital Health Record.
• Experience managing staff performance, workloads and service delivery outcomes.
• Experience analysing data and producing performance reports.
• Experience working within a multidisciplinary or highly regulated environment.

Desirable

• Knowledge of healthcare administrative systems and service delivery frameworks.
• Have an understanding of how the National Safety and Quality Health Service (NSQHS) indicators align with this role.

Experience

Essential

• Minimum 3 years’ recent clinical coding experience in a tertiary hospital.

Desirable

• 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.

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.

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. Demonstrated leadership and people management skills, with the ability to support and develop team performance in a service delivery environment.
2. High level communication and stakeholder engagement skills, with the ability to work effectively across multidisciplinary teams.
3. Demonstrated experience in managing service delivery, including monitoring performance, ensuring KPI adherence, and delivering operational outcomes.
4. Strong analytical and problem-solving skills, including the ability to interpret data, identify trends and drive process improvement initiatives.
5. Ability to work effectively in a complex environment, managing competing priorities and delivering results.
6. 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.