Booking Compliance and Customer Service Lead

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1 1. PURPOSE OF POSITION The Booking Compliance and Customer Service Lead role provides assistance to all administration staff involved in Elective Services to ensure process consistency and improvement. This role includes approx. 0.3FTE Booking Administration. To be successful in the role, an excellent understanding of the Patient Management System requirements is necessary along with the ability to communicate system requirements to all stakeholders as appropriate. A strong customer services focus and knowledge of Ministry of Health targets and compliance is also necessary. This position is a key role and works under the direction of the Booking/ Outpatient Administration Team Leader and provides support to that position and the Electives/ACC Manager. 2. ORGANISATIONAL VALUES The Taranaki District Health Board (TDHB) is committed to the strategic actions and behaviours of Work Together : Treating people with trust, respect and compassion Communicating openly, honestly and acting with integrity Enabling professional and organisational standards to be met Support achievement and acknowledging successes Creating healthy and safe environments Welcoming new ideas 3. DIMENSIONS Reports to: Elective and ACC Manager Number of people reporting to you 5 Financial limits authority - Operating Budget - 4. WORKING RELATIONSHIPS External Ministry of Health Other DHBs Community Providers Internal Senior Management Theatre Payroll Consultants Page 1 of 1

2 5. ACCOUNTABILITIES Key area of responsibility 1. Operational Management To provide management to all areas involved in Elective Services as well as high level administrative support to, ensuring consistency and a streamlined approach. To assist with ensuring that appropriate procedures and processes are in place to facilitate this consistent approach and maintain ESPI compliance. Reporting and information provision will be of a high quality. Expected outcomes 1. Develop and maintain relationships externally and internally with key stakeholders. 2. Maintain a current relevant knowledge of system updates and changes and their impact on the business. 3. Troubleshoot and anticipate outcomes for possible impact from changes to administration processes. Communicate these to key stakeholders. 4. Assist with developing communication re upcoming changes with all TDHB staff. 5. Initiate, participate and deliver relevant projects in a timely fashion, ensuring project management strategies are current and implementation is effective. 6. Liaise between IT and MIU for the implementation of new theatre/ clinic codes and waiting list reports. 7. Works with and supports the development of tools to improve day to day data, booking and outpatient practices. 8. Recommends changes to improve quality and efficiency across the Booking Office and Outpatient areas. 9. Oversees superusers where necessary. 10. Participates and delivers on relevant elective services projects in a timely manner, ensuring effective implementation. 11. Develops processes and procedures to allow consistency and efficiency of booking processes and to maximise compliance including: New process design, process redesign, and process documentation. 12. Provides and facilitates training. 13. Leads and supports quality improvement projects and actions as appropriate. 14. Is a recognised expert in data quality linked to NPF and NBRS. 15. Provides support to the Elective manager to ensure compliance with agreed KPIs, national standards and Ministry of Health requirements. 16. Manages and supports the Call Centre. 21 May 2014 Page 2 of 2

3 2. Customer Service To ensure the Surgical Booking Office, Referral Centre and Outpatient Administration teams provide excellent customer services at all times to internal and external customers. Responses to enquiries need to be consistent across the department and support Elective Services policy and procedures. 1. Provide clear direction to the business in a professional, helpful and functional manner. 2. Ensure a strong focus on customer service and provides assistance to team members to ensure a high quality of service. 3. Provide relevant information and assistance to management in regard to complaints. 4. Ensure effective systems are in place to support staff to meet business requirements. 5. Excellent customer service is practiced at all times. 6. Demonstrates cultural sensitivity. 3. Team Work Work collaboratively with all booking office and referral centre and outpatient administration areas in order to promote the fostering of a large team environment and enhance partnership and cooperation. 4. Personal Development Seek opportunities for continual self development. 1. Works collaboratively with other administration staff. 2. Assists in development and maintenance of new policies for all administration areas. 3. Facilitates the appropriate exchange of patient information between multi disciplinary teams and other departments/services within TDHB. 4. Actively participates in departmental/tdhb wide meetings. 1. Participates in internal and external education and encourage others. 2. Coordinates with team leaders to attend regular staff meetings to ensure accurate and timely sharing of pertinent information. 3. Develops and participates in the ongoing IBA training of staff in the advent of equipment or protocol changes. 4. Undertake additional training to promote personal and professional development. 5. Proactively encourages the sharing of knowledge and skills with others. 6. Participate in the orientation of new Administration staff and act as preceptor. Organisational Accountabilities Expected Outcome for all employees Treaty of Waitangi The Taranaki District Health Board embraces the three principles of the Treaty of Waitangi. In practical terms this means: Partnership; working together with iwi, hapu, whanau and Maori communities to develop strategies for improving the health status of Maori Participation; involving Maori at all levels of the sector in planning, development and delivery of health and disability services that are put in place to improve the health status of Maori 21 May 2014 Page 3 of 3

4 Organisational Accountabilities Expected Outcome for all employees Health and Safety Protection; ensuring Maori wellbeing is protected and improved as well as safeguarding Maori cultural concepts values and practices Responsible for the provision of a safe workplace and ensuring the health & safety of those working in or visiting the workplace under your control means: Maintains a safe and healthy environment Complies with health & safety policies and procedures Carries out work in a way that does not adversely affect their health and safety or that of other workers Complies with procedures and correctly use personal protective equipment and safety devices provided Contributes to hazard identification and management process Reports accurately near misses/incidents/accidents in a timely manner Participates in health and safety matters Personal Development Fully contributes to the team performance and is committed to identify and pursue opportunities for developing new knowledge and skills. Participates in the performance appraisal process where personal performance and development is reviewed. Willing to accept new responsibilities, acquire and demonstrate relevant new knowledge. 4. VARIATION TO DUTIES Duties and responsibilities described above should not be construed as a complete and exhaustive list as it is not the intention to limit in any way the scope or functions of the position. Duties and responsibilities can be amended from time to time either by additional, deletion or straight amendment to meet any changing conditions, however this will only be done in consultation with the employee. 21 May 2014 Page 4 of 4

5 5. CAPABILITY REQUIREMENTS Capabilities are the behaviours demonstrated by a person performing the job. Capabilities identify what makes a person most effective in a role. Those listed below are expected for the Elective Services team roles in the organisation. The required capabilities can change as the organisation develops and the roles change. Capability Effective Communication Shares well thought out, concise and timely information with others using appropriate mediums. Ensures information gets to the appropriate people within the organisation to facilitate effective decision making Decision Making/Problem Solving Demonstrates effective and timely decision making/problem solving techniques. Aware of the impact of decisions on key stakeholders and consults as appropriate utilizing available resources. Is proactive and effective when problem solving is required. Innovation/Initiative Continually strives for new and improved work processes that will result in greater effectiveness and efficiencies. Questions traditional ways of doing things when choosing a course of action or finds new combinations of old elements to form an innovatve solution. Resilience/Flexibility Articulates differing perspectives on a problem and will see the merit of alternative points of view. Will change or modify own opinons and will switch to other strategies when necessary. Adjusts behaviour to the demands of the work environment in order to remain productive through periods of transition, ambiguity, uncertainty and stress. Cultural Safety Demonstrates a commitment to cultural safety by meeting and exceeding the cultural needs of clients/customers/colleagues. Manages cultural ambiguity and conflicting priorities well.. Understands concepts of whanaungatanga and manaakitanga and Maori cultural orientation to whanau, hapu and iwi. Teamwork Works to build team spirit, facilitates resolution of conflict within the team, promotes/protects team reputation, shows commitment to contributing to the teams success 21 May 2014 Page 5 of 5

6 6. EDUCATION A Tertiary Education would be beneficial but is not mandatory for this role. Knowledge of Ministry of Health Elective Services requirements and Health Sector knowledge. Knowledge of Tikanga Maori. 7. SKILLS Excellent Computer Skills, particularly Microsoft Word and Excel. Wide knowledge of Webpas modules relating to booking, theatre and Outpatients areas. Extensive understanding of Outpatient and Referral Centre functions. Demonstrates strong training and communication skills. Good written communication skills able to write letters and reports. Has a commitment to quality and accuracy and customer service. Time management skills and the ability to prioritise, and ability to work under pressure in a busy environment. Demonstrates initiative and flexibility. Excellent communication and interpersonal skills and the ability to be tactful and diplomatic when dealing with the public and other organisations and individuals in person or over the phone. Knowledge of Quality Assurance and accrediation principles, and a commitment of continuous quality improvement. Ability to maintain confidentiality at all times. 8. EXPERIENCE A High level of experience in services related to elective surgery delivery is essential. 21 May 2014 Page 6 of 6

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