Position overview

The Infrastructure and Health Support Services , Operational Support Services , is responsible for the provision of a range of Client Services to support the operations across various Canberra Health Services (CHS) locations. The branch is committed to the CHS vision, role and values.

Under general direction of the relevant business unit Manager/Supervisor, the Switchboard Client Services Officer provides exceptional customer service, incorporating our core values, Reliable, Progressive, Respectful and Kind, for Client Services business units.

The Switchboard Client Service Officer is required to work shift work as some business units operate 7 days a week with rotating shifts, including weekends and public holidays.

The Switchboard Client Services Officer is expected to work collaboratively with other business units across CHS and be supportive and flexible in leading the changing priorities of the business portfolio.

This position will be based at Canberra Hospital and the University of Canberra Hospital with some travel required to other Canberra Health Services sites.

Key Responsibilities

Under limited direction of the Business Support Officer and Switchboard Supervisor. You will:

1. Receive telephone calls through the Canberra Hospital Switchboard and progress to the appropriate areas through outstanding service, teamwork and in line with procedures and work instructions.
2. Process emergency codes, pagers and monitor alarms as per procedures.
3. Undertake clerical duties, including data entry, maintain data integrity of SPOK directory, operate office and telephony equipment and maintain accurate records
4. Provide excellent complaint resolution for clients and escalate to the supervisor/manager as required per procedures.
5. Assist and contribute to business activities for the switchboard including doctor rosters, staff training and provide advice to management as required.
6. Attend staff meetings, complete mandatory essential education and job specific training.
7. Provide exceptional reception services for Client Services business units via telephone, face-to-face and email as per procedures and protocol.
8. Afterhours, progress calls for patient enquiries in compliance with Privacy and Confidentiality policy
9. Undertake other duties appropriate to this level of classification which contribute to the operation of the organization.

Competencies

Specific competencies include but are not limited to the following:

• Strong organisational skills with a high degree of drive.
• Adaptability and flexibility to accommodate change and provide responsive services to meet clients’ needs.
• Ability to lead by example, support others and demonstrate integrity.
• Ability to work independently under broad direction, prioritise and coordinate activities to achieve outcomes within tight deadlines.

Qualifications and Experience

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

Essential

• The successful applicant will need to be available for weekend and after-hours work.

Desirable

• Experience working as an operator within hospital switchboard, call centre or similar environment.
• Experience in the use of SPOK console, SPOK on call and after-hours rosters.
• 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:

• 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.
• Comply with all relevant competency standards.
• 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 experience in a client service environment with an ability to remain calm and portray a professional image when dealing with diverse clients.
2. Demonstrated ability to work well under general direction, in an effective and responsible manner and when required, work unsupervised on evening, night and weekend shifts.
3. Demonstrated experience in the operation of computer and keyboard applications, with accurate data entry and good attention to detail.
4. Ability to communicate effectively within a team environment to deliver exceptional customer service.
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.