Date: September 2010 Job Title : Clinic Administrator Pain Management Department : Anaesthetic Department Reporting To : Operations Manager, Theatres, Anaesthesia and SSU. Direct Reports : Nil Functional Relationships with : Internal Clinic Co-ordinators Booking and Scheduling Manager Systems Administrator/Educator Medical and Nursing Staff Referral Clerks Clinic Preparation Clerk WDHB Outpatient Departments External Patients Patients families (with authorisation from patients, in the first instance) Primary Care Providers Other DHB providers Ministry of Health Purpose : To manage the WDHB waiting lists within the recommended Ministry of Health and WDHB guidelines. Plan appropriate appointments efficiently and effectively to ensure optimal ultilisation of available appointment times Waitemata Health -JOB DESCRIPTION - Page 1
Key behavioural requirements of the role Behavioural Competencies Behaviour Demonstrated Adheres to Waitemata District Health Boards 5 organisational Values of: Respect Integrity Compassion Openness Customer Focus Communicates and works Co-operatively Actively looks for ways to collaborate with and assist others Is committed to Learning Proactively follows up on own development needs and learning opportunities Is transparent Enacts agreed decisions with integrity Is Customer Focused Responds to peoples needs appropriately and with effective results Identifies opportunities for innovation and improvement Works in partnership to reduce inequality Works in a way that demonstrates awareness of in outcomes partnership obligations under the Treaty of Waitangi Works in a way that shows sensitivity to cultural complexity in the workforce and patient population Provides service that does not vary because of peoples personal characteristics Improving Health Work practices show a concern for the promotion of health and well-being for self and others Prevent Harm Follows policies and guidelines designed to prevent harm Acts in ways that ensure the safety of themselves and others To recognise Individual Responsibility for Workplace Health and Safety under the Health and Safety in Employment Act 1992 That you have read and understood the WDHB H&S policies & relevant procedures and apply these to work activities. Identify, report and self manage hazards where appropriate Identify Health & Safety reps in your work area Waitemata Health -JOB DESCRIPTION - Page 2
KEY TASKS EXPECTED OUTCOMES Waiting List Management Responds to requests for information about referrals Updates and accesses waiting list data as requested Referrals removed from waiting lists, consistent with WDHB and Ministry of Health specified criteria Ensures that patient information is recorded accurately and within the Ministry of Health and WDHB timeframes Waiting Lists are managed in conjunction with the Specialist and working within the Ministry of Health and WDHB Business Rules. Refer to the Operations Manager if patients are waiting outside the recommended appointment waiting times Referrals are stored in a safe manner and according to the priority scoring and the date received Ensure that the referrals are graded within 7 days of being received by WDHB Appointment Scheduling Management Generates new patient appointments using referral, PIMS and prioritisation and WDHB Business Rules information/guidelines Contacts patient to establish availability, as required Notifies patient in writing as to all relevant appointment information Promptly reschedules appointments if clinics are cancelled (if appointments confirmed) Effective and efficient utilisation of available clinic time, by ensuring all clinic timeslots are appropriately booked Ensure that all relevant information is included in Dependant Resources Comments field so that the clinical record can be prepared correctly Liase with Clinic Preparation clerk regarding any changes requested by clinicians to the clinical record stacking and amendments after 4 day pick list release Assesses DNA patients (Do not arrive) against WDHB criteria and follows protocol for dealing with these patients All follow up appointments are arranged as per criteria Liase with Customer Service Representative regarding any amendments to appointments Liaises with Clinicians to ensure all test results are signed prior to patients next appointment Liaises with Clinicians regarding clinic or patient management issues All patient requirements are tracked to ensure all prerequested tests/investigations/procedures are completed prior to next clinic appointment Waitemata Health -JOB DESCRIPTION - Page 3
KEY TASKS Data Entry in the Patient Management System (PiMS) EXPECTED OUTCOMES To ensure confidentiality of patient information by adhering to WDHB and departmental policies & procedures DNA and cancelled appointment outcomes are correctly documented/updated in PiMS in a timely manner (to ensure data integrity) Maintain an accurate desk file of the necessary tasks relevant to this position Any requests by Clinicians for cancelled or altered clinics must follow the WDHB Business Rules, and be referred to the Principal Clinic Administrator (this includes ad hoc changes) Ensure that patient information is recorded accurately Amend information as required, especially data correction and changed patient details Able to correctly use and understand all the Patient Management Systems necessary to complete all the required tasks for the role Theatre Booking Pain intervention Session If required, theatre operating lists are created and updated regularly via the Patient Management System Effective and efficient utilisation of available Operating Theatre time by the appropriate scheduling of patients Theatre lists are set in conjunction with the Specialist and within the Ministry of Health and WDHB guidelines Customer service Answers telephone calls appropriately, attends to matters arising from phone queries in a prompt and courteous manner, minimising ongoing issues Takes messages for co-workers where necessary When dealing with patients/ enquiries, at all times undertake to seek the answers. Only pass on if appropriate to do so Regularly clear and deal with phone and written messages Professional Development Demonstrates a continued commitment to learning Participates in regular performance appraisal Develops a portfolio when considered for Merit steps, consistent with offering the best service possible to the Booking and Scheduling function Liaise with the Principal Clinic Administrator about identifying relevant updates and training requirements Professional Manner Has a positive attitude and projects this when working in their day-to-day environment Uses their initiative appropriately Waitemata Health -JOB DESCRIPTION - Page 4
KEY TASKS EXPECTED OUTCOMES Supports co-workers when required Adaptable and understanding of the ever-changing nature of the health environment relevant to the role Has read and understands the WDHB s Harassment Management Policy Understands and can demonstrate the WDHB values Effective Team Communication Maintains open and effective communication with the Booking and Scheduling team. Keeping the WDHB internal customers informed of changes to the normal clinic scheduling Keep clear, accurate and relevant records Participates at regular team meetings Other reasonable tasks required by the All requested tasks are performed according to Manager, to meet the overall purpose of the job. instructions Reports/Data Integrity Understands and owns the data quality issues arising from own data input Monitors and answers queries that arise from the regular reports that are provided by the Principal Clinic Administrator Monitors and answers queries that arise from the planned appointment reports Ensure all data processed and completed correctly on or before the 2 nd working day of each month Recognise Individual Responsibility for Workplace Health and Safety under the Health and Safety in Employment Act 1992 Has read and understands WDHB Health and Safety Policies, and applies relevant procedures to work activities Workplace hazards are identified and reported, including self management of hazards where appropriate Can identify health and safety representative for area VERIFICATION: Employee: Department Head: Date: Waitemata Health -JOB DESCRIPTION - Page 5
PERSON SPECIFICATION POSITION TITLE: Clinic Administrator Qualification Minimum Completed 3 years of secondary education. Preferred NCEA level 2 Experience Some level of customer service duties Understanding of basic computer programmes including Microsoft Outlook and Excel Experience in public health Booking and Scheduling Understanding and proven experience with Microsoft Windows programmes Skills/Knowledge/Behaviour Clear telephone voice Excellent telephone manner Computer literate Customer focused Relates well to other people Team Player Motivated Shows initiative and enthusiasm Professional Appearance Experience with a Patient Management System application Waitemata Health -JOB DESCRIPTION - Page 6