Newsletter 200/2013 Date: 8 July 2013 Distribution: All Reps POWH Contact: Graham Conroy POWH Outpatients Department - Restructuring of Administrative Positions Dear Member, The union has been advised of proposed changes arising from a restructure of the outpatients department at Prince of Wales Hospital. The positions currently graded as Level 2 Admin Officer (Reception & Call Centre) have been regraded to Level 3 Admin Officer and will include billing responsibilities. The Patient Claims Officer position also includes coverage of the reception and call centre. Management s proposal, given the regrade and a change to a new simplified billing system (PBRC) is that the Patient Claims Officer role is to be deleted. Position descriptions are attached. All comment and feedback should be directed to your sub-branch representative or your organiser, graham.conroy@hsu.asn.au, by close of business Monday the 15 th July.
POSITION DESCRIPTION Reference Number: Recruitment Type: General Recruitment Position Number: Position Title: Administration Officer (reception and call centre) Cost Centre: 150015 Adult Outpatients Clerical Organisation unit: South Eastern Sydney / Illawarra Location: Randwick Facility: Prince of Wales Hospital Award Classification: Administration Officer Level 3 Registration/Licence Requirements: Vaccination Category: B Hours: Monday to Friday. Rotating day shift starting times Employment Screening Check- National Criminal Record Check: Yes Working With Children Background Check: No Working With Aged Care Check: No Responsible To: Administration Supervisor and Nurse Unit Manager of Outpatient and Ambulatory Care Services Responsible For: nil Staffing: nil Budget: nil Financial Delegation: nil Selection Criteria: Effective written and oral communication skills Strong customer service approach and excellent interpersonal skills Demonstrated initiative and ability to problem solve Proven excellence in telephone skills Ability to work in a team environment, with a flexible approach to rostering requirements Computer literacy Demonstrated time management skills and ability to prioritise Ability to maintain confidentiality at all times Purpose of Position: Provide receptionist and administrative support to the staff, patients and visitors of the Outpatients Department Process referrals and make Outpatient appointments in emr scheduling Register patients when attending Outpatient appointments Ensure patient information is accurate and up to date on the hospital information systems (ipm, MRTS etc). Answer telephone and general enquiries promptly and politely Ensure Medicare billing for eligible patients attending a billable clinic
Key Accountabilities: Front Reception Responsibilities: 1. Book and amend patient appointments in emr scheduling as per Outpatient booking guidelines 2. Utilise emr scheduling waiting list for all referral based bookings unless otherwise indicated 3. Prepare received referrals for triage and book appointments within indicated triage timeframes. File in correct location 4. Liaise with GPs and patients when required to obtain sufficient information for processing referrals. Follow return guidelines if incorrect or insufficient information is received 5. Promptly and politely assist with Outpatient front reception enquiries 6. Allocate facility medical record numbers as required 7. Access and update patient demographic details on Patient Administrative System 1. (ipm) 8. Request medical records, as required 9. Communicate with nursing, allied and medical staff about clinical enquires, patient numbers and clinic flow 10. Answer phones promptly and politely. Assist call centre with external calls when high call volume 11. Create medical record covers for all new patients and register on the Medical Record Tracking System (MRTS) 12. Ensure all outcomes for patient appointments are entered in emr scheduling, including patient attendance, no shows and cancellations 13. Complete Workers Compensation and Overseas Visitors payment forms and distribute these forms to the relevant departments 14. Liaise with Interpreter Service for Non-English speaking patients 15. Update and track medical records using MRTS 16. Liaise with Justice Health Medical Appointments Unit and Forensic Hospital staff to co-ordinate patient appointments Call Centre Responsibilities: 1. Promptly and politely answer telephone enquiries 2. Assist with processing of referrals and booking appointments when no incoming calls 3. Transfer wrongly allocated calls to the correct department 4. If unable to assist, refer call to Administration Supervisor or Nursing Unit Manager Billing Responsibilities: 1. Request referral details from patients and ensure referral has not expired and is valid 2. Bulk bill Medicare eligible patients using the electronic or manual billing device 3. Request patients to sign bulk bill assignment advice form and provide copy to patient 4. Lodge claims electronically as per Medicare guidelines 5. Investigate all rejected claims, revise and resubmit to Medicare 6. Print reports and provide billing information as requested by appropriate hospital staff 7. If manual billing required, ensure details are entered into e-claims when system available 8. Assist in locating, monitoring and maintaining revenue opportunities for the department 9. Liaise with Medicare and doctors regarding claims, registrations and item numbers 10. Enter monthly financial statistics in Outpatient ledgers/spreadsheet 11. Communicate billing updates and issues/errors to clerical staff to ensure appropriate billing Other duties: 1. Assist in training new staff in the clerical roles that support the Adult Outpatient and Ambulatory Care Services functions 2. Provide relief for other clerical staff positions within the department (see relevant position descriptions). Undertake required training to perform tasks 3. Ensure confidentiality/release of information guidelines are adhered to at all times. 4. Request stationary as required via relevant staff member 5. Keep work area in a neat and tidy manner 6. Arrange maintenance for repair of broken equipment (BEIMS) 7. Liaise with Nursing, Medical, Allied health and other Hospital Staff as necessary. 8. Relieve in Ambulatory Care Unit as required by the Nurse Unit Manager or Administrative Supervisor. 9. Promote a customer focus philosophy within the organisation to ensure service delivery 10. Attend meetings as required.
11. Ensure relevant communication from management including emails is checked on a daily basis and responded to appropriately 12. Participate in annual performance development reviews. 13. Present a corporate image by wearing the uniform and name badges as provided by the Hospital. 14. Comply with all administrative policies and procedures as determined by industrial awards and agreements, Department of Health policies, and Area Health Service policies, including: Occupational Health and Safety (OH & S); Smoke Free Workplace; Code of Conduct; and Corruption Prevention. 15. Comply with the OH & S responsibilities: including taking all reasonable care to ensure the safety of yourself and others in the workplace; reporting any unsafe conditions or equipment; attending educational programs regarding fire, safety and infection control. 16. Have an understanding of the principles of infection control, identify risks to patients and significant others and respond appropriately to achieve optimal outcomes. 17. Understand the principles of accreditation and quality assurance and participate in quality activities as directed. 18. Attempt to diffuse potentially aggressive/difficult situations. 19. Other duties as directed by the Nurse Unit Manager and Administration Supervisor relevant to/consistent with the award classification.
JOB DEMANDS CHECKLIST Physical Demands Sitting - remaining in a seated position to perform tasks Constant Standing - remaining standing without moving about to perform tasks Infrequent Walking - Floor type: even / uneven / slippery, indoors / outdoors, slopes Occasional Running - Floor type: even / uneven / slippery, indoors / outdoors, slopes Bend/Lean Forward from Waist - Forward bending from the waist to perform tasks Infrequent Trunk Twisting - Turning from the waist while sitting or standing to perform tasks Frequent Kneeling - remaining in a kneeling posture to perform tasks Squatting / Crouching - Adopting a squatting or crouching posture to perform tasks Leg / Foot Movement - Use of leg and / or foot to operate machinery Climbing (stairs/ladders) - Ascend / descend stairs, ladders, steps Lifting / Carrying - Light lifting & carrying: 0-9 kg Infrequent Lifting / Carrying - Moderate lifting & carrying: 10-15 kg Lifting / Carrying - Heavy lifting & carrying: 16kg & above Reaching - Arms fully extended forward or raised above shoulder Infrequent Pushing / Pulling / Restraining - Using force to hold / restrain or move objects toward or away from the body Head / Neck Postures - Holding head in a position other than neutral (facing forward) Hand & Arm Movements - Repetitive movements of hands and arms Constant Grasping / Fine Manipulation - Gripping, holding, clasping with fingers or hands Infrequent Work At Heights - Using ladders, footstools, scaffolding, or other objects to perform work Driving - Operating any motor powered vehicle Sensory Demands Sight - Use of sight is an integral part of work performance e.g. Viewing of X-Rays, computer screens Constant Hearing - Use of hearing is an integral part of work performance e.g. Telephone enquiries Constant Smell - Use of smell is an integral part of work performance e.g. Working with chemicals Taste - Use of taste is an integral part of work performance e.g. Food preparation Touch - Use of touch is an integral part of work performance Psychosocial Demands Distressed People - e.g. Emergency or grief situations Infrequent Aggressive & Uncooperative People - e.g. drug / alcohol, dementia, mental illness Occasional Unpredictable People - e.g. Dementia, mental illness, head injuries Occasional Restraining - involvement in physical containment of patients / clients Exposure to Distressing Situations - e.g. Child abuse, viewing dead / mutilated bodies Environmental Demands Dust - Exposure to atmospheric dust Gases - Working with explosive or flammable gases requiring precautionary measures Fumes - Exposure to noxious or toxic fumes Liquids - Working with corrosive, toxic or poisonous liquids or chemicals requiring PPE Hazardous substances - e.g. Dry chemicals, glues Noise - Environmental / background noise necessitates people raise their voice to be heard Inadequate Lighting - Risk of trips, falls or eyestrain Sunlight - Risk of sunburn exists from spending more than 10 minutes per day in sunlight Extreme Temperatures - Environmental temperatures are less than 15C or more than 35C Confined Spaces - areas where only one egress (escape route) exists Slippery or Uneven Surfaces - Greasy or wet floor surfaces, ramps, uneven ground Inadequate Housekeeping - Obstructions to walkways and work areas cause trips and falls Working At Heights - Ladders / stepladders / scaffolding are required to perform tasks Biological Hazards - e.g. exposure to body fluids, bacteria, infectious diseases
As the incumbent of this position, I confirm I have read the Position Description and Job Demands Checklist, understand its content and agree to work in accordance with the requirements of the position. Employee Name: Employee Signature Date: Manager's Name: Manager's Signature Date:
POSITION DESCRIPTION Reference Number: Recruitment Type: General Recruitment Position Number: Position Title: Patient Claims Officer Cost Centre: 150015 Adult Outpatients Clerical Organisation unit: South Eastern Sydney / Illawarra Location: Randwick Facility: Prince of Wales Hospital Award Classification: Administration Officer Level 3 Registration/Licence Requirements: Vaccination Category: B Hours: Monday to Friday. Rotating day shift starting times Employment Screening Check- National Criminal Record Check: Yes Working With Children Background Check: No Working With Aged Care Check: No Responsible To: Administration Supervisor and Nurse Unit Manager of Outpatient and Ambulatory Care Services Responsible For: nil Staffing: nil Budget: nil Financial Delegation: nil Selection Criteria: Effective written and oral communication skills Strong customer service approach and excellent interpersonal skills Demonstrated initiative and ability to problem solve Proven excellence in telephone skills Ability to work in a team environment, with a flexible approach to rostering requirements Computer literacy Demonstrated time management skills and ability to prioritise Ability to maintain confidentiality at all times Purpose of Position: Manage billing processes for all eligible patients attending the Outpatient clinics Lodge claims to Medicare and investigate rejected claims Provide administrative support to the staff, patients and visitors of the Outpatients Department Record, monitor and maintain billing and revenue information
Key Accountabilities: Billing Responsibilities: 1. Request referral details from patients and ensure referral has not expired and is valid 2. Bulk bill Medicare eligible patients using the electronic or manual billing device 3. Request patients to sign bulk bill assignment advice form and provide copy to patient 4. Lodge claims electronically as per Medicare guidelines 5. Investigate all rejected claims, revise and resubmit to Medicare 6. Print reports and provide billing information as requested by appropriate hospital staff 7. If manual billing required, ensure details are entered into e-claims when system available 8. Assist in locating, monitoring and maintaining revenue opportunities for the department 9. Liaise with Medicare and doctors regarding claims, registrations and item numbers 10. Enter monthly financial statistics in Outpatient ledgers/spreadsheet 11. Communicate billing updates and issues/errors to clerical staff to ensure appropriate billing Front Reception Responsibilities: 1. Book and amend patient appointments in emr scheduling as per Outpatient booking guidelines 2. Utilise emr scheduling waiting list for all referral based bookings unless otherwise indicated 3. Prepare received referrals for triage and book appointments within indicated triage timeframes. File in correct location 4. Liaise with GPs and patients when required to obtain sufficient information for processing referrals. Follow return guidelines if incorrect or insufficient information is received 5. Promptly and politely assist with Outpatient front reception enquiries 6. Allocate facility medical record numbers as required 7. Access and update patient demographic details on Patient Administrative System 1. (ipm) 8. Request medical records, as required 9. Communicate with nursing, allied and medical staff about clinical enquires, patient numbers and clinic flow 10. Answer phones promptly and politely. Assist call centre with external calls when high call volume 11. Create medical record covers for all new patients and register on the Medical Record Tracking System (MRTS) 12. Ensure all outcomes for patient appointments are entered in emr scheduling, including patient attendance, no shows and cancellations 13. Complete Workers Compensation and Overseas Visitors payment forms and distribute these forms to the relevant departments 14. Liaise with Interpreter Service for Non-English speaking patients 15. Update and track medical records using MRTS 16. Liaise with Justice Health Medical Appointments Unit and Forensic Hospital staff to co-ordinate patient appointments Call Centre Responsibilities: 1. Promptly and politely answer telephone enquiries 2. Assist with processing of referrals and booking appointments when no incoming calls 3. Transfer wrongly allocated calls to the correct department 4. If unable to assist, refer call to Administration Supervisor or Nursing Unit Manager Other duties: 1. Assist in training new staff in the clerical roles that support the Adult Outpatient and Ambulatory Care Services functions 2. Provide relief for other clerical staff positions within the department (see relevant position descriptions). Undertake required training to perform tasks 3. Ensure confidentiality/release of information guidelines are adhered to at all times. 4. Request stationary as required via relevant staff member 5. Keep work area in a neat and tidy manner 6. Arrange maintenance for repair of broken equipment (BEIMS) 7. Liaise with Nursing, Medical, Allied health and other Hospital Staff as necessary. 8. Relieve in Ambulatory Care Unit as required by the Nurse Unit Manager or Administrative Supervisor. 9. Promote a customer focus philosophy within the organisation to ensure service delivery
10. Attend meetings as required. 11. Ensure relevant communication from management including emails is checked on a daily basis and responded to appropriately 12. Participate in annual performance development reviews. 13. Present a corporate image by wearing the uniform and name badges as provided by the Hospital. 14. Comply with all administrative policies and procedures as determined by industrial awards and agreements, Department of Health policies, and Area Health Service policies, including: Occupational Health and Safety (OH & S); Smoke Free Workplace; Code of Conduct; and Corruption Prevention. 15. Comply with the OH & S responsibilities: including taking all reasonable care to ensure the safety of yourself and others in the workplace; reporting any unsafe conditions or equipment; attending educational programs regarding fire, safety and infection control. 16. Have an understanding of the principles of infection control, identify risks to patients and significant others and respond appropriately to achieve optimal outcomes. 17. Understand the principles of accreditation and quality assurance and participate in quality activities as directed. 18. Attempt to diffuse potentially aggressive/difficult situations. 19. Other duties as directed by the Nurse Unit Manager and Administration Supervisor relevant to/consistent with the award classification.
JOB DEMANDS CHECKLIST Physical Demands Sitting - remaining in a seated position to perform tasks Constant Standing - remaining standing without moving about to perform tasks Infrequent Walking - Floor type: even / uneven / slippery, indoors / outdoors, slopes Occasional Running - Floor type: even / uneven / slippery, indoors / outdoors, slopes Bend/Lean Forward from Waist - Forward bending from the waist to perform tasks Infrequent Trunk Twisting - Turning from the waist while sitting or standing to perform tasks Frequent Kneeling - remaining in a kneeling posture to perform tasks Squatting / Crouching - Adopting a squatting or crouching posture to perform tasks Leg / Foot Movement - Use of leg and / or foot to operate machinery Climbing (stairs/ladders) - Ascend / descend stairs, ladders, steps Lifting / Carrying - Light lifting & carrying: 0-9 kg Infrequent Lifting / Carrying - Moderate lifting & carrying: 10-15 kg Lifting / Carrying - Heavy lifting & carrying: 16kg & above Reaching - Arms fully extended forward or raised above shoulder Infrequent Pushing / Pulling / Restraining - Using force to hold / restrain or move objects toward or away from the body Head / Neck Postures - Holding head in a position other than neutral (facing forward) Hand & Arm Movements - Repetitive movements of hands and arms Constant Grasping / Fine Manipulation - Gripping, holding, clasping with fingers or hands Infrequent Work At Heights - Using ladders, footstools, scaffolding, or other objects to perform work Driving - Operating any motor powered vehicle Sensory Demands Sight - Use of sight is an integral part of work performance e.g. Viewing of X-Rays, computer screens Constant Hearing - Use of hearing is an integral part of work performance e.g. Telephone enquiries Constant Smell - Use of smell is an integral part of work performance e.g. Working with chemicals Taste - Use of taste is an integral part of work performance e.g. Food preparation Touch - Use of touch is an integral part of work performance Psychosocial Demands Distressed People - e.g. Emergency or grief situations Infrequent Aggressive & Uncooperative People - e.g. drug / alcohol, dementia, mental illness Occasional Unpredictable People - e.g. Dementia, mental illness, head injuries Occasional Restraining - involvement in physical containment of patients / clients Exposure to Distressing Situations - e.g. Child abuse, viewing dead / mutilated bodies Environmental Demands Dust - Exposure to atmospheric dust Gases - Working with explosive or flammable gases requiring precautionary measures Fumes - Exposure to noxious or toxic fumes Liquids - Working with corrosive, toxic or poisonous liquids or chemicals requiring PPE Hazardous substances - e.g. Dry chemicals, glues Noise - Environmental / background noise necessitates people raise their voice to be heard Inadequate Lighting - Risk of trips, falls or eyestrain Sunlight - Risk of sunburn exists from spending more than 10 minutes per day in sunlight Extreme Temperatures - Environmental temperatures are less than 15C or more than 35C Confined Spaces - areas where only one egress (escape route) exists Slippery or Uneven Surfaces - Greasy or wet floor surfaces, ramps, uneven ground Inadequate Housekeeping - Obstructions to walkways and work areas cause trips and falls Working At Heights - Ladders / stepladders / scaffolding are required to perform tasks Biological Hazards - e.g. exposure to body fluids, bacteria, infectious diseases
As the incumbent of this position, I confirm I have read the Position Description and Job Demands Checklist, understand its content and agree to work in accordance with the requirements of the position. Employee Name: Employee Signature Date: Manager's Name: Manager's Signature Date: