Position overview

The Administration Officer plays a key role in delivering exceptional customer service to patients and visitors, while ensuring the accurate and timely completion of administrative tasks. A critical aspect of this role is maintaining consistently accurate and up to date data within the Digital Health Record (DHR) system. In addition, the Administration Officer provides essential administrative support to clinical staff, helping to streamline operations and allowing clinicians to focus on patient care and safety.

Key Responsibilities

Under limited direction from the ADON and the Administration Manager, you will:

1. Maintain the Digital Health Record (DHR) and carry out admission, discharge, and appointment procedures.
2. Provide reception services, including front of house duties, triaging phone calls, and offering general assistance to patients, visitors, and staff.
3. Obtain patient information, including medical records, from internal and external sources.
4. Perform administrative tasks such as filing, photocopying, and scanning as required.
5. Assist with the lodging and follow up of facilities maintenance requests.
6. Participate in quality improvement activities for the unit and assist in the induction and training of new or less experienced staff.
7. Undertake other duties appropriate to this classification level that contribute to the effective operation of the organisation such as booking rooms, secretariat duties, and assisting with hearings/ meetings.

Competencies

Specific competencies include but are not limited to the following.

• Strong customer service skills to deliver professional, responsive, and respectful support to individuals accessing the service.
• Well-developed administrative skills to produce high quality, accurate work outputs that support efficient service delivery.
• Effective organisational and time management skills to coordinate tasks and manage competing priorities whilst paying attention to detail and data accuracy.
• Demonstrated flexibility and initiative to work independently and collaboratively within a multidisciplinary team environment.
• Well-developed communication skills, both verbal and written, to engage effectively with patients, staff, and stakeholders.
• Sound understanding of relevant standards, policies, and procedures, with a commitment to maintaining confidentiality, integrity and consistency.

Qualifications and Experience

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

Essential

• Experience in an administrative role within a customer focused environment.
• Experience in handling confidential or sensitive information.

Desirable

• Experience in a clinical or mental health setting, with knowledge of DHR.
• 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.
• Current registration issued under the Working with Vulnerable People (Background Checking) Act 2011 is required.

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.

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. Demonstrated administrative experience in a healthcare setting or a comparable environment.
2. Proven ability to work collaboratively within a multidisciplinary team, consistently showing commitment, effective problem solving skills, and the capacity to manage competing priorities to deliver high quality patient and customer service.
3. Strong interpersonal and verbal communication skills, with the ability to liaise, consult, and negotiate effectively with both internal and external stakeholders.
4. Experience with medical terminology or similar, along with advanced keyboard skills and proficiency in Microsoft Office applications. Willingness to learn and adapt to health information systems.
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.