Position overview

The Central Health Intake Team is a vital component of Canberra Health Services, providing a centralised and coordinated approach to referral management, outpatient bookings, and contact centre support. This dynamic team ensures timely access to over 100 services, streamlining the patient journey from referral to appointment.

We facilitate equitable and efficient access to specialist outpatient care by managing referrals, triaging, and supporting patients and clinicians through responsive communication and booking services by:

• Acting as the first point of contact for patients and clinicians, providing information, guidance and support.
• Delivering professional front-line service to patients attending outpatient clinics.
• Coordinating appointments across a wide range of specialties, ensuring timely and accurate scheduling.
• Processing referrals to ensure patients are directed to the most appropriate clinical service.

The administration Officers are integral to the success of the Central Health Intake Team. They provide high-quality administrative support across all service areas, including:

• Efficient handling of incoming referrals and documentation.
• Professional call handling and customer service.
• Accurate data entry and appointment scheduling.
• Collaborative support to clinical and administrative colleagues.

Key Responsibilities

Under direction of the Team leader, you will perform administrative support for the Central Health Intake administrative team. You will:

1. Under general direction as a member of a team provide excellent customer service by:
   1. Greeting customers entering the service and consulting with them to establish their needs, demonstrating respect, sensitivity and confidentiality.
   2. Providing clear, accurate and relevant information.
   3. Being well versed in multiple services and working across these services.
2. Examine and direct incoming correspondence and telephone enquiries for the provision of services in accordance with policies and procedures.
3. Under general direction perform a range of administrative functions as part of a team environment.
4. Enter or update data to modify existing/new database or client records ensuring accuracy and confidentiality in line with organisation policies and procedures.
5. In accordance with Finance procedures receipt and process monetary transactions as required.
6. Market and promote existing products and services to customers.
7. 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.

• Well-developed interpersonal skills and ability to maintain effective relationships with a range of internal and external stakeholders
• Strong verbal and written communication skills, with the ability to engage, negotiate and liaise with professionals and members of the public.
• Prioritising quality in customer interactions and delivering outstanding service with consistency.
• Ensure quality through close attention to detail.
• Adaptability and flexibility to accommodate change in the work environment and provide a responsive service.
• Be accountable for attaining key performance indicators to support the team’s strategic success.
• Have accountability for the completion of allocated tasks, mandatory trainings, making decisions within defined parameters relating to the area of responsibility.
• Ability to manage confidential and sensitive information.
• Cultivate positive team culture that aligns with our Team Charter.

Qualifications

Specific qualifications include, but are not limited to, the following.

Essential

• Highly developed verbal communication skills with ability to communicate information coherently and concisely.

Desirable

• N/A

Experience

Specific experience includes but is not limited to the following.

Essential

• N/A

Desirable

• Prior experience in a health setting is desirable but not necessary.
• Experience in customer service.
• 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.

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.
• The successful applicant may be required to work at different Community Health Centres or Canberra Hospital as operational needs dictate.

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 ability to consistently display high quality customer service principles, practices and attributes.
2. Sound communication and interpersonal skills in the provision of customer service.
3. Experience in or ability to learn a wide range of administrative support functions including financial account processing and computer applications.
4. Demonstrated ability to work as part of a team and prioritise workloads to meet established deadlines and flexibility to work across multiple services with the Canberra Health Services environment.
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.