Physiotherapy within Allied Health, North Canberra Hospital, provides services to a range of clients in acute inpatients and specialised outpatient settings. Our physiotherapists work closely with patients, carers, referrers, other health professionals and multidisciplinary teams to achieve safe, high quality patient care.

This position provides high value administrative support to the Physiotherapy Department in the management of referrals, phone calls, appointment bookings, and other administrative duties for the Physiotherapy outpatient services.

1. Provide excellent customer service by:
   • Greeting customers entering the service and consulting with them to establish their needs demonstrating respect, kindness, sensitivity, and confidentiality.
   • Providing clear, accurate and relevant information.
   • Being well versed in multiple physiotherapy outpatient services, including Women’s Health and Infants, Lymphoedema, and Musculoskeletal.
2. Respond and direct incoming correspondence and telephone enquiries for the provision of the service in accordance with policies and procedures.
3. Process and maintain patient demographic detail and correspondence within the electronic medical record.
4. Perform a range of administrative functions as part of a team environment.
5. Provide assistance as required in relation to receipting and electronic payments.
6. Undertake other duties appropriate to this level of classification which contribute to the operation of the organisation.

• Strong time management, organisational, and prioritisation skills with a high degree of drive.
• Well-developed interpersonal skills and ability to maintain effective relationships with a range of internal and external stakeholder.
• Effective communication, both written and verbal.
• Ability to work as a member of the physiotherapy team to review and improve service delivery through continuous quality improvement processes.
• Ability to engage respectfully with patients and staff from diverse cultural backgrounds.
• Maintain a high level of accuracy and attention to detail.
• A commitment to upholding patient privacy, confidentiality, and ethical standards.

Specific responsibilities include but are not limited to the following.

Essential

• A current Working with Vulnerable People (WWVP) card.
• 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.

Desirable

• Have an understanding of how the National Safety and Quality Health Service (NSQHS) indicators align with this role.

Specific responsibilities include but are not limited to the following.

Essential

• Demonstrated frontline reception skills and computer literacy.
• Demonstrated high standard of customer service.

Desirable

• Experience in a similar role and/or acute care hospital setting.
• Proficiency with patient administration system and knowledge of medical terminology.
• Fulfil the responsibilities of this role in alignment to the CHS Exceptional Care Framework and all other related frameworks.

• Undergo a pre-employment National Police Check.
• Comply with Canberra Health Services Occupational Assessment, Screening and Vaccination policy.

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 clinical and/or competency standards.

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.

These are the key selection criteria for how you will be assessed in conjunction with your resumé and experience.

1. Ability to deliver high quality customer service and manage patient enquiries.
2. Ability to organise and prioritise work in a busy environment.
3. Proven ability to provide administrative support in a healthcare or similar environment.
4. Demonstrated ability to use a range of systems and software applications.
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.

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.

Administrative	Frequency
Telephone use	Frequently
General computer use	Frequently
Extensive keying/data entry	Frequently
Graphical/analytical based	Occasionally
Sitting at a desk	Frequently
Standing for long periods	Never

Psychosocial demands	Frequency
Distressed People e.g. Emergency or grief situations	Occasionally
Aggressive & Uncooperative People e.g. drug / alcohol, dementia, mental illness	Occasionally
Unpredictable People e.g. Dementia, mental illness, head injuries	Occasionally
Restraining e.g. involvement in physical containment of clients/consumers	Never
Exposure to Distressing Situations e.g. Child abuse, viewing dead / mutilated bodies; verbal abuse; domestic violence; suicide	Never

Physical demands	Frequency
Distance walking (large buildings or inter-building transit)	Never
Working outdoors	Never

Manual handling	Frequency
Lifting 0 - 9kg	Occasionally
Lifting 10 - 15kg	Never
Lifting 16kg+	Never
Climbing	Never
Running	Never
Reaching	Occasionally
Kneeling	Occasionally
Foot and leg movement	Occasionally
Hand, arm and grasping movements	Never
Bending/squatting	Occasionally
Bend/Lean Forward from Waist/Trunk twisting	Occasionally
Push/pull	Occasionally
Sequential repetitive movements in a short amount of time	Occasionally

Travel	Frequency
Frequent travel – multiple work sites	Never
Frequent travel – driving	Never

Specific hazards	Frequency
Working at heights	Never
Exposure to extreme temperatures	Never
Operation of heavy machinery e.g. forklift	Never
Confined spaces	Never
Excessive noise	Never
Low lighting	Never
Handling of dangerous goods/equipment e.g. gases; liquids; biological.	Never
Slippery or uneven surfaces	Occasionally