Position overview

The Decision Support Unit (DSU) is led by an Executive Group Manager reporting to the Chief Finance Officer within Canberra Health Services (CHS).

The DSU’s role includes:

• Promoting accountability to achieve strategic goals and building organisational capability to align Activity Based Funding (ABF) and Operational Planning.
• Provision of ICT Services for CHS.
• Provision of data quality.
• Provision of Health Information Services.
• Provision of decision support services to enable operational and non-operational planning and quality reporting.

Health Information Services (HIS) supports a wide network of tertiary health services such as The Canberra Hospital, University of Canberra Hospital, North Canberra Hospital, Mental Health, Justice Health, Alcohol and Drug Services, Walk in Centres, Community Health Centres and specialist outpatient services. HIS provides a range of functions including scanning, health record management, release of information, patient identifier maintenance, chart correction, health record forms design and managing access to personal health information to facilitate patient care follow-up, quality improvement, education and hospital management purposes.

Under general direction of the Operations Manager, Health Information Services, the Front Desk Officer is responsible for coordinating all activities at the department’s reception, including answering all telephone calls from members of the public, health professionals, solicitors, police, and actioning or re-directing as appropriate, responding to email requests, responding to all face-to-face enquiries from members of the public and health professionals. The Front Desk Officer is also responsible for the release of health information for requests supporting the continuation of care for CHS consumers.

Key Responsibilities

Under general direction of the Release of Information Manager, you will:

1. Provide a high-level of customer service to persons presenting to Health Information Services and attend to all counter enquiries, ensuring visitors are referred to the appropriate staff member for assistance, or provided with accurate information pertaining to health record access.
2. Answer all incoming phone calls, faxes, and emails, and action in a timely manner, ensuring compliance with internal and organisational policies and procedures and the Health Records (Privacy and Access) Act 1997.
3. Release health information for the purposes of continuing care in accordance with internal and organisational policies and procedures and the Health Records (Privacy and Access) Act 1997.
4. Exercise a sound level of understanding and interpretation of privacy legislation to ensure that responding to information requests uphold patient privacy and confidentiality.
5. Manage clinical documents received by Health Information Services and load into the electronic health record (CPF and DHR) to ensure accurate and complete health records.
6. Undertake other duties appropriate to this level of classification which contribute to the operation of the organisation.

Competencies

Competencies required for the role include but are not limited to the following.

• Knowledge of privacy principles and secure handling of health information.
• Familiarity with health information systems and health record management.
• Experience in managing competing priorities and meeting deadlines to support service delivery.

Qualifications

Essential

• N/A

Desirable

• N/A

Experience

Essential

• Experience working in a hospital clinical records department, medical practice, or similar health setting.
• Knowledge or understanding of medical terminology.

Desirable

• 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.

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. High level communication skills, both written and verbal, with demonstrated ability to provide reception and customer service and manage a diverse range of administrative support duties in an organised manner.
2. Demonstrated ability to exercise initiative and sound judgement and meet deadlines while maintaining a high level of accuracy, as an individual and as part of a team.
3. Demonstrated high-level keyboard skills and experience in the use of a variety of computer software including Microsoft Office programs and experience in using information technology systems to deliver an efficient customer service while adhering to IT, records management policies.
4. Demonstrated understanding of the importance of patient privacy and confidentiality within a health care setting.
5. Demonstrated understanding of, and adherence to, safety and quality standards, work, health and safety (WH&S) 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.