Position overview

The Division of Surgery is responsible for delivering inpatient and outpatient surgical services to the ACT and surrounding region. The Division includes Pain Management Unit, specialist surgical ward areas, medical and nursing outpatient services, ACT Trauma Service, Intensive Care Unit, Capital Retrieval Service and the Trauma and Orthopaedic Research Unit. These Units are supported by administration support officers.

Office Manager positions sit within the Division’s specialised Units. These positions are an integral part of a multidisciplinary team responsible for coordinating and facilitating the care of major trauma and surgical patients. The Office Managers work flexibly and collaboratively across our services to provide leadership and high-level administrative support to enable the efficient management of the administration functions. The Office Manager positions support the Unit Directors in achieving strategic and operational objectives.

The Office Manager positions will be primarily allocated to support one of the areas below, noting these positions may also be required to provide support across the Division of Surgery as needed:

ACT Trauma Service - CHS is formally recognised as a Major Trauma Service within the NSW/ACT trauma networks providing a tertiary trauma referral service to the ACT, Southern NSW Local Health District, and parts of Murrumbidgee Local Health District. The ACT Trauma Service at CHS aims to provide best practice care for trauma patients. The multidisciplinary trauma team includes medical, nursing, allied health and support staff who are committed to providing exceptional health care to trauma patients. The Office Manager will provide administration support to the Unit Director of the ACT Trauma Service, staff working within the ACT Trauma Service and to the Prevent Alcohol and Risk-related Trauma in Youth (PARTY) program.

Emergency General Surgery Unit (EGSU) and General Surgery – EGSU and General Surgery team provide care primarily to abdominal surgical patients from assessment in the Emergency Department, admission to hospital through to discharge, and ongoing care as an outpatient. The Office Manager provides administration support to clinicians, the units inpatient and outpatient services and to the Unit Directors.

Capital Regional Retrieval Service - The CRRS provides the flight doctors for the SouthCare Helicopter. This is a rotatory service and forms part of the Southern NSW Ambulance Helicopter network. SouthCare covers a large geographical area to the southern areas of the state of NSW extending from Goulburn to Hay in the west, south to the Victorian border / northeast Victoria and the east coast from Nowra to Mallacoota. The CRRS also provides clinical governance, medical education and training in Retrieval Medicine, telemedicine and co-ordinates retrieval and transfers of patients. The medical staff that work as part of the CRRS are highly skilled Emergency Medicine, Intensive Care or Anaesthetic specialists and senior registrars. The Office Manager provides administrative and data support to the CRRS. This position may also provide data support to other services if required.

Education and Training – The Surgical Training Centre (STC) works to develop and deliver training programs as prescribed by the Royal Australasian College of Surgeons (RACS). The Office Manager will be required to administer the STC as well as act as the Medical Education Support Officer. It is expected that the role will assist in projects that arise, provide office manager support to outpatient services as required, maintain databases and other general administrative duties to assist with the day-to-day operations of the Division of Surgery. On an ad hoc basis the Office Manager for the STC may be required to work after hours or on a weekend to provide support to conferences and meetings that are booked into the STC.

Intensive Care Unit- The Canberra Hospital ICU includes a new 4-bed Paediatric Intensive Care Unit within a 36-bed Adult ICU. The ICU routinely cares for medical and surgical patients, including those with major trauma, cardiac, thoracic and neurosurgical needs. Annual ICU admissions are around 2700, including over 80 paediatric cases in a year since we moved to the new building. The ICU department employs 17 ICU specialists, 35 ICU trainees (Senior Registrar/Registrar) and up to 15 junior medical officers (Registrar/SRMO).

Surgical Subspecialty Units

The Division of Surgery has several surgical subspecialty units that provide specialised tertiary level inpatient and outpatient surgical scare to the ACT and surrounding region.

Surgical subspecialties within the Division include:

• Cardiothoracic Surgery
• Neurosurgery
• Oral Maxillofacial Surgery
• Ophthalmology
• Orthopaedic Surgery
• Otolaryngology Head and Neck Surgery
• Paediatric Surgery
• Plastic Surgery
• Urology
• Vascular Surgery

Key Responsibilities

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

1. Provision of high-level support to ensure the efficient management and operation of the office within the Division.
2. Provision of high-level secretariat and administrative support to meetings and other forums as required.
3. Under general direction develop, distribute, update rosters and process human resources and finance/payroll forms.
4. Undertake minor audits related to service delivery, enter data, assist with projects and accreditation of programs within and across services.
5. Utilise digital health and health information systems to enable the provision of safe and timely access to services.
6. Coordinate communications within and across services including but not limited to screening and classifying calls, diary management, disseminating information and taking timely and appropriate action.
7. Prepare draft correspondence, including outpatient and telephone clinic correspondence as necessary.
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 work goals and priorities that align with and achieve 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

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

Experience

Essential

• The Education and Training Office Manager will need to be available for weekend and after-hours work on an ad hoc basis.

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.
• Working towards or holds a certificate in management, customer service, medical terminology, or another relevant field.
• Have an understanding of how the National Safety and Quality Health Service (NSQHS) indicators align with this role.
• Fulfil the responsibilities 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. Experience in providing high level organisational and office management including the ability to exercise initiative, prioritise workloads, meet deadlines and be an effective team member.
2. Well-developed interpersonal skills and oral communication skills, including the ability to liaise, consult and negotiate with stakeholders and coordinate correspondence.
3. Proven ability to manage, co-ordinate and support a range of small projects and/or tasks in an environment with competing demands.
4. Demonstrated experience in using digital and information technology systems ensuring data integrity to deliver an efficient patient/customer orientated service delivery focus.
5. Demonstrates 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.