Position overview

We are seeking a highly motivated individual to join the Surgical Administration Team.

The Administration Officers are integral to the success of the Division. 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, and collaborative support to clinical and administrative colleagues.

We are looking for someone who is a strong communicator, has great attention to detail, prioritises quality in customer interactions, is adaptable and flexible, can manage confidential and sensitive information, and can help cultivate a positive team culture.

The Division of Surgery is responsible for delivering inpatient and outpatients surgical services to the ACT and surrounding region. The Division includes Surgical Bookings and Pre-Admission Clinic, Peri-operative Services, Day Surgery Unit and Extended Day Surgery Unit, specialist surgical ward areas, medical and nursing outpatient services, ACT Trauma Service, Intensive Care Unit, Capital Region Retrieval Service, Pain Management Unit and the Trauma and Orthopaedic Research Unit.

These services are supported by administration support officers who engage in a range of duties including reception responsibilities in patient service areas, and general business support and personal assistant activities in the business offices of the division’s clinical units. The clinical units within the Division of Surgery include:

• Anaesthesia and Pain Medicine
• ACT Trauma Service
• Acute Surgical Unit
• Cardiothoracic Surgery
• General Surgery
• Intensive Care
• Neurosurgery
• Oral Maxillofacial Surgery
• Ophthalmology
• Orthopaedic Surgery
• Otolaryngology Head and Neck Surgery
• Paediatric Surgery
• Plastic Surgery
• Retrieval Services
• Urology
• Vascular Surgery

The administration support officer position is an integral part of a multidisciplinary team responsible for the coordination and administrative support to clinical units and services.

Key Responsibilities

Under direction of the Unit Directors, the Operations, and Administration Managers within the Division of Surgery you will provide administrative support for the Division of Surgery across clinical units and services. You will:

1. Participate and coordinate administrative duties such as scheduling, booking, billing, and medical records within the unit using the required information and data systems to achieve the provision of a high-quality consumer focused outpatient service.
2. Provide reception services, including fielding enquiries from and liaising with consumers, other services, and the general public.
3. Provide high quality customer service in line with Canberra Health Services Values, Vision, and Role.
4. Provide administrative support to the division and its units including database management, data entry, creating, maintaining, and filing documents.
5. Order and manage office supplies; and arrange for minor repairs and maintenance in unit offices.
6. Assist clinical units in coordinating the business of the unit, including but not limited to secretarial support and roster maintenance.
7. Utilise digital health and health information systems to enable the provision of safe and timely access to 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:

• Have accountability for the completion of allocated tasks, making decisions within defined parameters relating to the area of responsibility.
• Have responsibility for planning own work goals and priorities that align with and achieve own and team outcomes.
• Have a general understanding of the role and functions of the agency, aware of issues that may impact on allocated work tasks.
• Work under general supervision and direction, exercising some autonomy regarding how work tasks are performed.
• Apply standard procedures to meet stakeholder requirements, offer assistance to solve stakeholder problems and seek assistance as appropriate.
• Cultivate effective stakeholder relationships within defined parameters.
• Carry out quality control activities to ensure work is being performed efficiently and in accordance with instructions and procedures.
• Provide a first point of contact for customers via telephone, email, fax or face to face.
• Resolve customer enquiries, provide information and options, and/or refer customers to the appropriate government or community service.
• Provide a standard range of core customer services.

Qualifications

Essential

• N/A

Desirable

• A high level of knowledge and demonstrated ability in the use of health-based Information Technology (IT).
• Have an understanding of how the National Safety and Quality Health Service (NSQHS) indicators align with this role.

Experience

Essential

• N/A

Desirable

• Prior experience in a customer service setting / healthcare setting, including:
  • Demonstrated strong organisational skills with a high degree of drive.
  • Demonstrated adaptability and flexibility to accommodate change and provide a responsive service.
  • Demonstrated commitment to the provision of high-quality customer service.
• 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.

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 provide high level organisational and administrative support in a busy environment, including the ability to exercise initiative, prioritise workloads, and meet deadlines with minimal supervision.
2. Well-developed oral, written and interpersonal communication skills with demonstrated ability to establish and maintain effective working relationships with internal and external stakeholders.
3. Demonstrated high-level computer skills including data input and the maintenance of data integrity. Competency with the use of databases, including patient information systems and Microsoft Office applications.
4. Demonstrated understanding of the importance of, and ability to apply, policies, procedures and audit processes, and existing or capacity to develop basic medical terminology skills.
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.