Job and Person Specification Approval. .../.../.../.../... Commissioner for Public Employment

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1 Title of Position Outpatient Receptionist Administrative Unit Royal Adelaide Hospital Classification Code: ASO-2 Division: Nursing, Anaesthesia, Allied Health & General Services Discipline Code: Branch: Pain Management Unit Type of Appointment: Section: Permanent Position Number: RA1926 Temporary Term... Position Created: Other Term... All excluding senior positions Job and Person Specification Approval....../.../ /.../... CEO or delegate Commissioner for Public Employment JOB SPECIFICATION 1. Summary of the broad purpose of the position in relation to the organisation's goals (its expected outcome and how it is achieved). The Outpatient Receptionist is accountable to the Manager - Administration, Nursing, Anaesthesia, Allied Health & General Services, for the registration of patients attending the hospital, for compiling documentation associated with the attendance and for responding to enquiries from patients, hospital staff and others. The Outpatient Receptionist is responsible for the coordination and efficient operation of outpatient clinics, including the provision of a high level reception service to patients attending outpatient clinics and providing support to the clinical staff including audiotyping of clinic summaries as directed by the Senior Administrative Officer. The Outpatient Receptionist provides guidance and advice to less experienced administrative staff in the group. 2. Reporting/Working Relationships (to whom the person reports, staff for whom the person is responsible, and other significant connections and working relationships within the organisation). The Outpatient Receptionist reports to the Senior Administrative Assistant, Pain Management Unit and must work closely with medical, nursing and other administrative staff in the Unit. The Senior Administrative Assistant may allocate work to this officer and monitor work performance.

2 3. Special Conditions (such as non-metropolitan location, travel requirements, frequent overtime, etc.). Must be prepared to: Participate in the Unit s administrative position rotations Undertake staff rotation between administrative support positions within Nursing, Anaesthesia, Allied Health & General Services Attend relevant administrative, departmental meetings and planning sessions Attend relevant education and training sessions as required Must be prepared to participate in an annual performance review process Undertake some out of hours work or work additional days, especially during peak periods or periods of leave Be prepared to work 8.30 a.m. to 4.30 p.m. A willingness to transfer to positions of equivalent classification within units governed by the Royal Adelaide Hospital should the need arise May be required to work at any site within the Central Northern Adelaide Health Service 4. Statement of Key Outcomes and Associated Activities. (Group into major areas of responsibility/activity and list in descending order of importance) Ensure the day-to-day coordination and efficient operation of outpatient clinics by providing administrative support to clinical staff and through the provision of a high quality reception service to patients, including: acting as a front-line person to all patients and general practitioners contacting the Unit making appointments and re-appointments for treatment and investigations using a computerised booking system Manage the referral process, screen information, send and monitor questionnaires, follow up non returns and enter data on booking queue monitoring, screening and appropriately directing telephone and responding to general enquiries explaining information requirements to patients and assisting them in completion of forms or provision of information such as insurance status and election options maintaining prompt, courteous and accurate communication with patients and a variety of health professionals coordinating Outpatient appointments and other follow up appointments for patients as required and ensuring any pre-appointment instructions from clinical staff are communicated appropriately liaising with patients and/or relatives by telephone or in writing in a timely manner regarding planned outpatient dates (or cancellations) maintaining good public relations providing appropriate support to patients, relatives and visitors, including directing/re-directing visitors/patients ensuring that enquiries regarding patient welfare are dealt with promptly by directing enquiries to relevant nursing or medical staff Maintain supply of patient information in waiting area Maintain accessible, complete and accurate records (medical records and computer records) of patient details, booking lists, and other details by: requesting, collecting and correcting/recording on computer the identification, demographic, social and financial (insurance) details required by the hospital ensuring the timely request and follow up of Medical Records, Radiology and other tests results for clinical sessions ensuring medical records, x-rays and other information for patient medical records are available, collated and maintained and movement are correctly records on the hospital file tracking system preparing casenotes, labels and forms required for treatment, ensuring that all relevant information is present and available to clinical staff liaising with Medical Records, Radiology Department and other hospital staff and departments when difficulties are encountered and taking remedial action, if necessary maintaining accurate patient data on the hospital mainframe adhering to approved booking procedures/protocols and updating appointment schedules as required (eg. following cancellation of clinics) and advising relevant staff of any changes required filing all documents relating to patients whose medical records are available or redirecting documents to the appropriate department so that they can be included in the medical record as soon as possible culling inactive documentation from the files and clinic records on a regular basis liaising with clerks in the Admissions Centre, Accident and Emergency, the wards and other appropriate areas to ensure that all patient information is complete and current

3 4. Statement of Key Outcomes and Associated Activities. (Group into major areas of responsibility/activity and list in descending order of importance) adhering to procedures regarding the security of the medical record whilst held in the department; liaising with medical staff regarding requirements for further information or for clarification of instructions, terminology or dictation; ensuring patient confidentiality with patient records. Ensure information technology services involving current computer environments and software such as Microsoft Word, Excel etc are provided to the Director and staff within the Pain Management Unit by: designing and producing simple and complex documents from a variety of means. For example, simple documents such as letters, memos, minutes of meetings from notes, to more complex work from reports and the computer network; creating and maintaining Department computer directories, folders and files; providing one-on-one instruction to Department users as required within the range of expertise and responsibilities; suggesting and using new technologies to respond to the ongoing needs of the Department; and fault finding and reporting computer needs/problems to the Information Technology Services of the Royal Adelaide Hospital (so that information systems can be effectively managed). Provide assistance to the Senior Administrative Assistant by: assist in the training and development of less experienced and new staff by demonstrating procedures providing support as required assist in the maintenance of accurate records and the provision of quality patient care by taking part in quality control reviews and taking action to correct, prevent and avoid errors wherever appropriate as required, achieve other outcomes commensurate with this classification level Assist in the provision of quality improvement by taking part in quality control reviews through Equip and improvement programs such as: maintaining a strong customer focus ensuring a commitment to continuous improvement operating under the Code of Conduct for SA Public Sector Employees and RAH Corporate Policies, including RAH Confidentiality Code of Conduct regularly reviewing and keeping abreast of all administrative and policy changes taking action in preventing and correcting errors whenever possible developing, maintaining and updating administrative procedures as required attending and participating in meetings and training workshops participating in personal performance review and staff development activities assisting in the resolution of conflicts/difficulties encountered during the course of duty and report any major conflicts/difficulties to the Senior Administrative Assistant as required, assist ASO1 staff in resolving difficulties and conflicts and provide training, instruction and support providing timely negotiation of leave and notification of sick leave with the Senior Administrative Assistant carrying out routine cleaning and care of office equipment To contribute toward the provision of a safe and healthy and equitable work environment for self and others by; reporting all accidents, incidents and near misses complying with reasonable instructions or procedures aimed at protecting the health and safety of themselves and others carrying out responsibilities as detailed in occupational health, safety and injury management policies and procedures Maintaining knowledge of and adhering to the principles and standards of Equal Employment Opportunity Legislation which ensures all employees in the workplace are treated in a fair and equitable manner, free from discrimination, bullying and harassment As required, achieve other outcomes commensurate with this classification. Acknowledged by Occupant / /

4 PERSON SPECIFICATION ESSENTIAL MINIMUM REQUIREMENTS EDUCATION: PERSONAL ABILITIES/APTITUDE/SKILLS: Proven ability to communicate appropriate and interact effectively in all situations with patients (clients) / relatives (family) and visitors and both internal and external clients High standard of interpersonal and communication skills and the ability to work with a multi-disciplinary team Current keyboard speed and accuracy assessment (minimum) of 50-60wpm. Proven audio typing skills Accurate numeracy, filing and literacy skills A commitment to providing excellent service to persons requiring assistance and with people from varied backgrounds Possess the desire, initiative and ability to apply procedures in a practical manner and work under supervision Proven ability to work independently and be resourceful Proven ability to work under pressure and to produce work of a high standard Proven ability to assess, plan, implement and evaluate multiple workloads and prioritise to meet deadlines Ability to readily assimilate new information and procedures and react positively in implementing changes Ability to take accurate messages and deliver these in a timely manner Proven ability to handle difficult situations with confidence and maturity Proven ability to problem solve, analyse information and initiate proposals and suggestions Proven ability to demonstrate team behaviours and participate in decision making EXPERIENCE: Experience in data entry and using computerised administrative systems Experience in using a wide range of office/resource equipment Experience in carrying out a wide range of administrative duties Experience in working in areas where confidentiality must be applied and maintained Experience with Microsoft Windows, Word and Excel KNOWLEDGE: Understanding and commitment to Equal Opportunity and Occupational Health Safety and Welfare policies and Legislation Knowledge of general administrative procedures Knowledge of medical terminology Knowledge of and commitment to customer service principles

5 DESIRABLE REQUIREMENTS EDUCATION: Completion of, or working towards, relevant courses for development and personal growth PERSONAL ABILITIES/APTITUDE/SKILLS: Ability to demonstrate leadership and apply leadership principles Ability to use computerised information systems Ability to operate office equipment - dictaphone, photocopier, facsimile EXPERIENCE: Experience in leading/supervising a team of staff Previous clerical and/or reception experience in the context of a busy office environment Previous experience working within a hospital environment and/or with hospital computerised systems Previous experience in the development of office procedures Experience in the use of Microsoft Excel, Word and Access KNOWLEDGE: Knowledge of general office procedures Knowledge of hospital policies and procedures Knowledge of the inter-relationship of hospital departments