Clerical Administrator- Gastroenterology

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1 Date: August 2016 Job Title : Clerical Administrator Department : Gastroenterology Unit Location : Waitemata District Health Board (WDHB); Primarily based at North Shore Hospital (NSH). Flexibility to work across other WDHB sites as required Reporting To : Service Delivery Manager Accountable To : Senior Nurse Specialist (clinical advice) Operations Manager (professional leadership) Direct Reports : Not Applicable Functional Relationships with : Internal Operations Managers Endoscopy Service Delivery Manager Elective Services Operations Manager Senior Nurse Specialist Clerical Administrators Systems Administrator/Educator Quality Lead PSC Waiting List lead PSC Clinical Staff Referral Administrators WDHB Inpatient and Outpatient Departments External Patients Patients families (with authorization from patients, in the first instance) Primary Care Providers including GP s Other DHB providers Ministry of Health Our Purpose, Values and Standards At the heart of Waitemata DHB is our promise of best care for everyone. This promise statement is the articulation of our three-fold purpose to: 1. promote wellness, 2. prevent, cure and ameliorate ill health and 3. relieve the suffering of those entrusted to our care. At the heart of our values is the need for all of us to reflect on the intrinsic dignity of every single person that enters our care. It is a privilege to be able to care for patients, whānau and our community, a privilege that is sometimes overlooked in our day to day work. Our standards and behaviours serve as a reminder to us all about how we are with our patients and with each other. Waitemata District Health Board -JOB DESCRIPTION - Page 1

2 Behavioural Competencies Communicates and Works Cooperatively Behaviour Demonstrated Actively looks for ways to collaborate with and assist others to improve the experience of the healthcare workforce, patients & their families and the community & Iwi. Is Committed to Learning Proactively follows up development needs and learning opportunities for oneself and direct reports. Is Transparent Communicates openly and engages widely across the organisation. Enacts agreed decisions with integrity. Is Customer Focused Responds to people s needs appropriately and with effective results Works in Partnership to Reduce Inequality in Outcomes Identifies opportunities for innovation and improvement Works in a way that: Demonstrates awareness of partnership obligations under the Treaty of Waitangi. Shows sensitivity to cultural complexity in the workforce and patient population. Ensures service provision that does not vary because of peoples personal characteristics. Improves health Work practices show a concern for the promotion of health and well-being for self and others. Prevents Harm Follows policies and guidelines designed to prevent harm. Waitemata District Health Board -JOB DESCRIPTION - Page 2

3 Acts to ensure the safety of themselves and others. Note: This job description forms part of an individual s contract of employment with WDHB Purpose of the role : To provide administration support to the Gastroenterology team To provide efficient and effective referral and WDHB waiting list management within the recommended Ministry of Health and WDHB guidelines. To plan and schedule appropriate appointments efficiently and effectively to ensure optimal ultilisation of available appointment times (as required). To plan, schedule and book patient procedure based on PSC Business Process Rules and Ministry of Health requirements. Reports/Data Integrity Understands and owns the data quality issues arising from own data input. Monitors and answers queries that arise from reports. Ensure all data is processed and completed correctly within the indicated time frames. Maintain an up to date and accurate desk file of the necessary tasks relevant to this position. Client Interface Responds professionally, appropriately and with courtesy in all client interface situations including telephone and face to face communications. This includes reception duties, communicating with patients, families and carers. Ensures patient privacy and confidentiality are maintained in all interactions. Responds to patient requests for assistance and information or refer to appropriate Physiology, Nursing or technical staff. Customer service Customer focused reflecting the values of Waitemata DHB, demonstrating good interpersonal relationships with all stakeholders Responds to people appropriately and with effective results. Has a Can do attitude. Answers all telephone calls appropriately and attends to matters arising from phone queries in a prompt and courteous manner, minimising ongoing issues. Takes messages for co-workers when necessary. Takes ownership for patient enquiries, and at all times undertake to seek the answers. Only passes on if appropriate to do so. Regularly clears and deal with phone and written messages. Waitemata District Health Board -JOB DESCRIPTION - Page 3

4 Data Entry in i. Patient Manager (ipm); Provation and Agfaris Systems Ensures answer phone messages are up to date. Ensures a seamless service by learning all the team roles and covering for administrative team members during periods of annual leave, sick leave etc. Patient information is recorded in an accurate and timely manner for PSC Business Processes and ipm guideline s. Patient information is recorded in an accurate and timely manner in Provation and Agfaris Systems Patient demographics are checked on every contact and information immediately updated, as required. Able to correctly use and understand ipm necessary to complete all the required tasks for the role. Waiting List Management Accurate waiting lists are established and maintained, as per Ministry of Health requirements and PSC Business Process rules. Patients are booked within priority and compliance timelines and if unable to do so, appropriate person immediately notified. All requests for information relating to waiting lists are responded to accurately and within required timelines Referrals management Receive and accurately log and update referrals in the Patient Management System as per PSC Business Process Rules and Ministry of Health requirements. Theatre Bookings/Appointment Scheduling Notify referrer and patient whether referral has been accepted or declined. Create Waiting List for accepted referral patients, as per PSC Business Process Rules Run weekly reports and follow up on referrals not received back from grading in required timeframes. Team leader to be informed of any issues. Referrals are filed in a safe manner and according to the priority filing and the date received Work with the Systems Administrator to rectify duplications of NHI numbers, so that appropriate merges occur. ACC referral details must be accurately entered into the Patient Management System to ensure correct data information capture for funding. Referrals from outside WDHB to be processed according to the official funding channels. Patients are booked for endoscopy procedures based on PSC Business Process Rules and Ministry of Health requirements. Appointments for procedures are booked in consultation with patients and are confirmed in writing. Waitemata District Health Board -JOB DESCRIPTION - Page 4

5 Professional Development Professional Manner Effective Team Communication Other tasks required by the Team Leader to meet the overall purpose of the job. Ensure that all relevant information is included in Dependent Resources Comments field, so that the clinical record can be prepared correctly. Promptly contacts and reschedules appointments to suit patient, if endoscopy sessions are cancelled. DNA (Do not arrive) patients are processed as per PSC Business Process rules. All patient requirements are tracked to ensure all pre-requested tests/investigations/procedures are completed prior to booking procedure appointment. Outpatient clinic appointments booked if required prior endoscopy procedure. Effective and efficient utilisation of available Endoscopy Theatre time by the appropriate scheduling of patients. To ensure confidentiality of patient information by adhering to WDHB and departmental policies & procedures. Demonstrates a continued commitment to learning. Participates in regular performance appraisals. Develops a portfolio when considered for Merit steps, consistent with offering the best service possible to the Endoscopy Bookings function. Liaise with Service Delivery Manager about identifying relevant updates and training requirements. Has a professional and positive attitude at all times and projects this when working in the day-to-day environment Uses initiative, escalates problems or difficulties as appropriate Supports co-workers across the Patient Service Centre and DHB. Adaptable and understanding of the ever-changing nature of the health environment relevant to the role. Understands and demonstrates the WDHB values. Maintains open, effective and appropriate communication with the Endoscopy Elective Booking staff and stakeholders e.g., patients, clinical staff etc. Trains and helps all new and casual staff members of the various tasks. Responds to request for information promptly and accurately. Keep clear, accurate and relevant records. Participates at team meetings. Requested tasks are performed according to instructions. Waitemata District Health Board -JOB DESCRIPTION - Page 5

6 Statutory & Treaty of Waitangi obligations To recognise individual responsibility for workplace Health & Safety under the Health and Safety at Work Act 2015 Ensures the professional and political integrity of WDHB by carrying out all functions in compliance of the Treaty of Waitangi and by demonstrating a serious commitment to keeping the treaty alive. Shows sensitivity to cultural complexity in the workforce and patient population Contribute to a safe and healthy workplace at WDHB by: All Employees Following & complying with H&S policies & processes & applying them to their own work activities, including using/wearing Personal Protective Equipment as required. Participating in activities directed at preventing harm & promoting well-being in the workplace Identifying, reporting & self-managing hazards where appropriate Early and accurate reporting of incidents at work and raising issues of concern when identified. Waitemata District Health Board -JOB DESCRIPTION - Page 6

7 POSITION TITLE: Clerical Administrator Clerical Administrator- Gastroenterology PERSON SPECIFICATION Minimum Qualification Completed 3 years of secondary school Preferred NCEA Level 3 Certificate Experience 2 years customer service duties 2 years administrative duties Understanding of Windows including Microsoft Outlook and Excel Experience in public health Booking and Scheduling Understanding and proven experience with Microsoft Windows programmes Skills/Knowledge/Behaviour Good command of the English language Excellent telephone manner Computer literate Customer focused Relates well to other people Team Player Motivated Shows initiative and enthusiasm Professional appearance Health sector experience preferably within a Patient Management System application Waitemata District Health Board -JOB DESCRIPTION - Page 7

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