POSITION DESCRIPTION RECEPTION SERVICES ASSISTANT

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Katrina Underwood
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1 POSITION DESCRIPTION RECEPTION SERVICES ASSISTANT POSITION PURPOSE AND PRIMARY OBJECTIVES Purpose The role of Reception Services Assistant is to provide front-line service welcoming patients, staff, visitors and consultants to Mercy Hospital. Objectives To provide an efficient and courteous service at the main and ward receptions To coordinate the pre-admissions clinic To provide reception and support service to the ward To maintain an effective liaison with Reception Team Leader and other receptionists To ensure that the reception is kept to an efficient standard. To respect the Mission and Values of the Sisters of Mercy and support the Philosophy Mercy Hospital and its ethical, cultural and social values. KEY PERFORMANCE INDICATORS (KPIs) Perform general administrative duties PERFORMANCE INDICATORS Maintain prompt professional attention to all Reception enquiries. Prompt response to all inward telephone calls with priority attention given to the Hospital emergency telephone. Coordinate all telepaging for Medical Consultants Co-ordinate preadmission sessions. Responsible for the operation of the Ricoh Photocopier Attend to and redirect all courier/taxi reception deliveries. Responsible for prompt actioning of priority external courier deliveries. Responsible for coordinating all internal/external mail. Action patient settlement of accounts Responsible for all Hospital shop purchases and

Objectives To provide an efficient and courteous service at the main and ward receptions To coordinate the pre-admissions clinic To provide reception and support service to the ward To maintain an

2 Responsible for inputting accurate patient information Ensure patient belongings are safe and secure balancing on a daily basis. Other duties as requested by the Reception Team Leader. Responsible for accurately collating and entering individual patient information, including the daily preparation of patient charts and medical records. Responsible for compliance to ensure safe custody of patients valuables in the Hospital safe. Ensure all specified areas are secure at the conclusion of the afternoon reception shift. Perform and organise pre-admission clinic Perform general Ward receptionist duties as required Participate in quality improvement Communicate and engage within the organisation Work in collaboration with Reception/Nursing/Credentialed Medical Specialists to ensure the pre-admission process is a positive experience for patients leading to their admission to Mercy Hospital. Coordinate the process to enable a thorough preanaesthetic assessment to be carried out. Ensure patients are well informed of matters related to their subsequent admission to hospital. Bill patients on Track for the clinic visit and any medication or items provided on the night Notify Theatre staff/ward staff and Reception of any alterations in order of Theatre lists and/or patient s admission times, cancellations etc. Collect clinical records when required. To assist with meal service. To assist housekeeping with stripping of beds To provide prompt response to incoming phone calls. Keeping the phone on you at all times. To provide administrative reception duties. To participate in quality improvement processes and activities and be accountable for following work routines, Policies, procedures and expected standards. To develop and improve quality processes and activities. To review and update routines, policies, procedures and expected standards.

Responsible for compliance to ensure safe custody of patients valuables in the Hospital safe. Ensure all specified areas are secure at the conclusion of the afternoon reception shift.

3 Actively participate in staff meetings Review and forward concerns about policies and work guides relevant to area of service Contributes to a supportive environment Communicates with patients, families, colleagues and visitors in a professional manner Acknowledge and maintain work place health and safety procedures To take all practicable steps to ensure personal safety, and the safety of others, while at work, according to the department s and the Hospital s health and safety policies, procedures and systems. Adheres to current infection control practices maintaining a safe environment for both patients and staff Takes initiative and identifies, reports and resolves issues that may cause harm to themselves or others in the organization Has a comprehensive knowledge of Mercy Hospitals fire and emergency plan Support Mercy Hospital in its role as an essential service provider Mercy Hospital is an essential service and as such all staff are required to make every effort to come to work as long as it is safe to do so. Facilitating an emergency plan activation or adverse weather situation may require the use of a phone tree. Each staff member will have a list of phone numbers and addresses of others in their department. In the event of adverse weather or an emergency staff may be required to ring others in their department or assist each other with transport. Reports to: RELATIONSHIPS Reception Team Leader Internal Relationships: Hospital Executive Members All Hospital Staff Medical Consultants and Secretaries Allied Health Services External Relationships: Patients and visitors Courier and taxi drivers

others, while at work, according to the department s and the Hospital s health and safety policies, procedures and systems.

4 Work Qualifications Nil PERSON SPECIFICATION Skills, Knowledge & Experience Must have an outstanding telephone manner Have excellent written and verbal communication skills Good computer and data entry skills Ability to undertake multiple tasks simultaneously is necessary Previous reception experience is essential Specific Skills and Requirements Relevant to Area Use of keyboard and data entry Manual dexterity to enable compilation of patient charts As part of normal duties the employee will obtain, or have access to, confidential information concerning patients and the employer. Under no circumstances is any use to be made of this information except for purposes directly related to the care of patients in Mercy Hospital or furthering the business objectives of the employer, as provided within the terms of the employee s delegated authority. MERCY HOSPITAL S MISSION To share in the mission of the Sisters of Mercy by continuing the healing of Jesus Christ through providing the highest standards of health care for the total wellbeing of all.

entry Manual dexterity to enable compilation of patient charts As part of normal duties the employee will obtain, or have access to, confidential information concerning patients and the employer.

5 MERCY HOSPITAL S VALUES COMPASSION We enter willingly into another s experience and respond with empathy. RESPECT We appreciate the preciousness, dignity and uniqueness of each person. HOSPITALITY We respond to others readily and generously, with warmth, care and respect. JUSTICE We engage in balanced, equitable, fair and honest relationships within our caring environment and the wider community, encouraging others to meet their potential. INTEGRITY We are authentic and accountable in everything we do, honouring our commitment to openness and honesty. EXCELLENCE We aspire to provide the highest quality care and service and engage in ongoing development to remain relevant and responsive.

JUSTICE We engage in balanced, equitable, fair and honest relationships within our caring environment and the wider community, encouraging others to meet their potential.

6 WORKPLACE CONTRIBUTION Treaty of Waitangi Mercy Hospital is committed to its obligations under the Treaty of Waitangi. Employees are required to give effect to the principles of the Treaty of Waitangi - Partnership, Participation and Protection. Health and Safety Mercy Hospital is committed to achieving the highest level of health and safety for its staff. All employees are expected to take initiative and identify report and resolve issues that may cause harm to themselves or others in the organization. As an employee of Mercy Hospital, the health and safety of clients and colleagues, as well as your own, is your responsibility. You are expected to work safely at all times, and to actively participate in health and safety programs in your area. It is expected that you will report all accidents or potential hazards to your manager. To participate in and comply with the requirements of the Health & Safety in Employment Act 1992 and associated Mercy Hospital policies: Work practices ensure safety for self and others; Advice or assistance is sought before commencing an unfamiliar work practice; Hazards are identified, control plans documented, and hazards eliminated, minimised or isolated; Comply with Mercy Hospital incident reporting policy and Health & Safety Policy; Emergency management procedures and compulsory / compliance education and training completed; Demonstrates knowledge of the health and safety database. Quality and Risk Mercy Hospital is committed to the concept of quality improvement. As an employee you are required to actively participate in quality improvement and risk management, both at a professional level and service level. You are also required to participate in CQI and risk programs as an integral part of your position. Personal Responsibilities Respect the Values of the Sisters of Mercy and support the Philosophy and Mission of Mercy Hospital and its ethical, cultural and social values. To work in accordance with the Mercy Hospital Patients Code of Rights and Responsibilities; Be familiar and with Mercy Hospital policies and procedures; Be responsible for own ongoing education and skills required in designated role; To demonstrate an understanding of confidentiality of information regarding patients, employees and hospital business at all times.

Health and Safety Mercy Hospital is committed to achieving the highest level of health and safety for its staff.

Council is committed to achieving the three key outcomes identified by our local community:

Council is committed to achieving the three key outcomes identified by our local community: Position Profile Position Title: Project Manager - Business Transformation Portfolio (BTP) Fixed Term 18 months Reports to: Department: Section: Information Services Manager Finance & Information Services