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.

Working under general direction, the Integrity Officer reviews and monitors patient registration creation, identifies and resolve patient duplicates, reviews and patient demographic updates, provides access to MyDHR, and provides customer support to the public by responding to telephone enquiries.

Key Responsibilities

Under limited direction of the Health Record Integrity Manager, you will:

1. Maintain the accuracy of patient registration details on the patient administration system (PAS).  Tasks include monitoring work queues to:
   • Examine details changed or amended on patient registration to ensure the update is accurate and has occurred on the correct patient record.
   • Investigate potential duplicates to determine if records are the same or different patient. This may involve a phone call to the patient which will require the ability to communicate effectively and elicit accurate details to confirm the patient’s identity.
   • Use the electronic PAS tools to merge potential duplicates identified as the same patient and keep accurate notes.
2. Provide education to staff from various clinical departments of Canberra Health Services to ensure information entered into the Digital Health Record PAS is complete and accurate.
3. Respond to telephone and email enquiries and provide assistance and support to members of the public.
4. Ensure patient confidentiality is always maintained while providing high quality customer service.
5. Assist in the prioritisation and co-ordination of workflow across all Identity and Chart Correction tasks to ensure data integrity is maintained and deadlines are met.
6. Regularly monitor the shared email inbox and action appropriately to ensure items are responded to in a timely and efficient manner.
7. Manage consumer and proxy access to MyDHR.
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:

• Ability to work independently and as part of a team, and a willingness to contribute to team goals and support others.
• 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

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

Essential

• N/A

Desirable

• N/A

Experience

Specific experience includes but is not limited to the following.

Essential

• Ability to navigate electronic systems.
• Adaptability and flexibility to accommodate change.
• Highly motivated with strong organisational skills and attention to detail.
• Ability to communicate confidently with consumers in person, over the phone, and via email.

Desirable

• Relevant experience in patient administration and/or health information services.
• 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, Clinical Governance Framework, Partnering With Consumers 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.

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 maintain patient confidentiality, exercise initiative, and apply sound judgment when managing complex issues, while ensuring accuracy and critical thinking skills.
2. Demonstrate a high standard of literacy, numeracy, communication, and interpersonal skills.
3. Demonstrated experience using computerised patient clinical information systems and software applications, including Outlook, Word, and Excel.
4. Proven experience delivering high‑quality customer service to consumers, staff and health professionals through effective verbal and written communication.
5. Demonstrates understanding of, and adherence to, safety and quality standards, work health and safety (WH&S) and the positive patient experience. Displays behavior 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.