Position overview

The CHS Medical Services Group (MSG) includes Director Prevocational Education and Training, Medical Credentialing, Medical Officer Support and Education Unit, Director of Clinical Training, Chief Medical Wellness Officer, GP Liaison Unit, ACT Blood Counts Program, DonateLife, Education Research and Academic Partnership.

Canberra Health Services provides acute, sub-acute, primary and community-based health services to the ACT and surrounding regions.

The key strategic priority for acute services is to deliver timely access to effective and safe hospital care services. The hospital delivers a full range of medical, surgical and obstetric services, including complex procedures in areas such as cardiac surgery, neurosurgery and neonatal intensive care.

Strong links exist between hospital and community-based services, as many of the operational divisions deliver services across the continuum of care to ensure continuity of care for patients. The community-based services of CHS include early childhood, youth and women’s health; dental services, rehabilitation and community care; mental health and alcohol and drug services. In addition, justice health services are provided within the Territory’s’ detention facilities.

The GP Liaison Unit (GPLU) at Canberra Hospital aims to enhance communication and partnerships between Canberra Health Services and General Practitioners (GPs) to facilitate a seamless health service and better patient outcomes.

GPLU staff act as a point of contact for general practitioners, practice staff, specialists and other health care providers to assist them to navigate the health system and provide continuing care for their patients. The unit is also a contact point for patients.

Under broad direction you will play a key role in providing day to day administrative support to staff working within the unit as well as being first point of contact for incoming enquiries and management of same.

Key Responsibilities

Under limited direction of the GP Liaison Officer (GPLO) you will provide administrative and secretariat support to the GP Liaison Unit.

You will:

1. Provide a high-level customer service by:
   • Prioritising and responding efficiently to telephone, email and fax enquiries.
   • Assisting departments within Canberra Health Services with their communication with GPs.
   • Screening, classifying and managing (where appropriate) verbal and written enquiries, complaints and requests from GPs.
   • Escalating clinical concerns or enquiries to Registered Nurses or Medical Director as appropriate.
2. Provide general administrative support and act as a contact person for the GPLU Medical Director and nurses, and other staff associated with the GPLU.
3. Utilise Microsoft Office Suite including Word, Excel, Outlook and PowerPoint and other software systems to support the GP Liaison Unit Including:
   • Managing the GP Liaison Mailbox.
   • Actioning daily reports.
   • Secretariate activities at meetings.
   • Review and develop administrative processes to support activities across the GP liaison team.
   • Ordering of stationery and equipment, processing of invoices using the electronic invoicing system.
   • Assembly of “What’s new from the GPLU” Newsletter and other correspondence, including distribution to GPs in the ACT and Southern NSW as required.
4. Monitor and maintain correct GP details in the Hospitals Digital Health Record (DHR) and against individual patient records in DHR. Liaise with IT and hospital departments as required.
5. Monitor the “failed faxes” in DHR, including resolving errors and other communication problems to ensure that the system of automated faxed and electronic messages to general practitioners runs smoothly and efficiently.
6. Provide practical assistance in the organisation of GP educational events including organising programs, venues, catering, and other administrative tasks associated with specific events.
7. Undertake records management activities in accordance with relevant policies and procedures, including assisting with any disposal, archiving or recalling files as required.
8. Undertake other duties appropriate to this level of classification which contribute to the operation of the organisation.

Competencies

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

• Strong organisational skills with a high degree of drive and attention to detail.
• Excellent customer service skills with the ability to communicate at all levels using strong interpersonal, oral and written communication skills.
• Knowledge and experience using Microsoft Office Suite
• Ability to work both independently and as part of a small team.
• Adaptability and flexibility to accommodate change and provide responsive services to meet unit needs.
• Ability to manage confidential and sensitive information.

Qualifications

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

Essential

• N/A

Desirable

• N/A

Experience

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

Essential

• Experience in Microsoft Office Suite.

Desirable

• Prior experience in a similar role.
• 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:

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

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. Previous experience and proven ability in the provision of a wide range of administrative support including but not limited to document and records management, coordinating and preparing a range of correspondence and reports, processing invoices and secretarial support for meetings.
2. Demonstrated and well-developed organisational skills including an ability to exercise initiative, prioritise workloads and meet set deadlines, while understanding confidentiality principles and their application within a health environment.
3. Demonstrated experience and proficiency in the use of Microsoft Office applications including Word, Excel, Outlook, Calendars, Publisher, online databases and the ability to quickly learn new medical IT systems.
4. Sound communication, negotiation and liaison skills, including the ability to communicate and liaise with general practitioners, practice managers, Canberra Health Services staff and patients.
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.