Position overview

The Division of Medicine provides a range of medical specialties. A strong emphasis is placed across all sections on accessible and timely care, delivered to a high standard of safety and quality. This is underpinned by the Division’s commitment to research and training. The Division works in partnership with professional colleagues, consumers, and a range of government and non-government service providers to ensure the best possible outcomes for patients.

The Emergency Department at Canberra Hospital sees over 90 000 patients per annum. In such a busy department, the administrative team provides support to medical, nursing, and allied health staff.

The Administration Officer is responsible for the administrative activities within the Emergency Department such as patient registration, transfer, admission, discharging patients and the coordination of medical records whilst providing high quality customer service 24 hours a day, 7 days a week.

Key Responsibilities

Under limited direction of the Administration Manager and Administration Team Leader you will:

1. Undertake patient registration, admission, transfer, and discharge of patients.
2. Coordinate and maintain appropriate information management records
3. Resolve first level complaints or concerns from the general public, medical practitioners, nursing staff and health professionals.
4. Examine and direct incoming email correspondence and telephone enquiries for the Canberra Hospital Emergency Department in accordance with policies and procedures.
5. Manage the administrative processes relating to inpatient admissions, providing and explaining information to patients, families, and carers on their admissions options for Canberra Hospital.
6. Assist the Emergency Department with general administrative tasks as directed ensuring that communication is maintained.
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:

• Have a general understanding of the role and functions of the agency, aware of issues that may impact on allocated work tasks.
• Exercise independent judgement and resolve workplace issues with a degree of guidance and monitoring from more senior staff.
• Work under general supervision and direction, exercising some autonomy regarding how work tasks are performed.
• Liaise with internal and external stakeholders on administrative and operational matters.
• Apply standard procedures to meet stakeholder requirements, help solve stakeholder problems, and seek assistance as appropriate.
• Cultivate effective stakeholder relationships within defined parameters.
• Resolve consumer enquiries, provide information and options, and/or refer consumers to appropriate government or community service.

Qualifications and Experience

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

Essential

• The successful applicant must have the ability to work on a 24 hour, 7 days a week rotating roster including night shift.

Desirable

• Experience in healthcare administration or other reception type role.
• Customer service experience in a fast-paced environment.
• 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.
• Comply with Canberra Health Services Occupational Assessment, Screening and Vaccination policy.

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.
• Be available for weekend and/or after-hours work.

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 actively problem solve and use initiative within the competing demands of a complex work environment.
2. Proven effective high-quality customer service and communication skills, including the ability to handle difficult consumers while maintaining a professional attitude.
3. Demonstrated computer and keyboard skills, and experience in a variety of computer software programs including CHS systems, Microsoft office programs, and ability to accurately record information whilst adhering to records management and IT policies.
4. Proven ability to work in a multi-disciplinary team environment with capacity to work independently and proven understanding of privacy and confidentiality protocols.
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.