POSITION DESCRIPTION Coordinator - SCHEDULING - Date Produced/Reviewed: Position Holder's Name : Position Holder's Signature :. Manager / Supervisor's Name : Manager / Supervisor's Signature :.. Date :. Approval Date: November 2008 Last Updated: January 2014 Review Date:: January 2015 Position Title: Coordinator A P.P.R.O.V.E.D - Scheduling
PURPOSE OF THE POSITION To administratively manage outpatient appointments for Counties Manukau patients across the organisation in accordance with the Ministry of Health guidelines. To provide support to the Referral and Team where requested by manager. Contributes as an active staff member of Ambulatory Care and in broader terms the organisation as a whole. Participates in continuous improvement initiatives and review and implementation of innovative customer service policies. Vision & Values Organisational Shared Vision Our DHB shared Vision is to work in partnership with our communities to improve the health status of all, with particular emphasis on Maaori and Pacific peoples and other communities with health disparities. We will do this by leading the development of an improved system of healthcare that is more accessible and better integrated. We will dedicate ourselves to serving our patients and communities by ensuring the delivery of both quality focussed and cost effective healthcare, at the right place, right time and right setting. Organisational Values Partnership Care and Respect Professionalism Teamwork Innovation Responsibility Working alongside and encouraging others in health and related sectors to ensure a common focus on, and strategies for achieving health gain and independence for our population Treating people with respect and dignity, valuing individual and cultural differences and diversity We will act with integrity and embrace the highest ethical standards Achieving success by working together and valuing each other s skills and contributions Constantly seeking and striving for new ideas and solutions Using and developing our capabilities to achieve outstanding results and taking accountability for our individual and collective actions
PLACE IN THE ORGANISATION General Manager Surgical & Ambulatory Care Facilities Manager Surgical & Ambulatory Care Team Leader Referral & Centre Coordinator - REFERRALS - Coordinator - SCHEDULING - Coordinator - BOOKING - Coordinator - RELIEF & SUPPORT - Coordinator - QUALITY -
NATURE AND SCOPE OF RESPONSIBILITIES Key Accountability Waiting List Management Proven ability to accurately manage written information. Demonstrates effective skills to co-ordinate the scheduling of patient/client outpatient appointments. Standards / Achievements Co-ordinate and manage the process for graded referrals, by screening and following organisational guidelines for acceptance or rejection. Able to enter data into the Patient Information Management System accurately, efficiently and in a timely manner. Understands the implications of incorrect data and makes every effort to ensure that patient information is correct and updated. Ensures waiting lists are reviewed weekly/monthly, there is appropriate communication regarding waiting times and patients are removed from lists where appropriate following organisational policies. Follows the CMH approved scheduling process and specialty protocols to:- Select patients from the Outpatient Waitlist. Schedule all patients/clients first appointments. Process and schedule follow up appointments following ward discharge, Emergency Department, Day Stay, Post-operative and planned appointments. Communicates with patients/clients and their whaanau by telephone to negotiate/confirm appointments and in writing to advise of dates and times. Understands the financial impact of patient do not attends (DNA) at clinic and follows approved process to manage these. Co-ordinates any tests required for the patient prior to appointment. Ensures maximum clinic utilisation, linking appointments, manipulating clinic slots and the rescheduling of clinics as necessary. Utilises problem solving skills to achieve positive outcomes for the patient/client. Maintains an efficient filing system Co-ordinates the distribution of referrals and information within the organisation. Includes ordering of clinical notes and ensuring that documentation is received by clinic Cancels and reschedules patients as instructed, and advises patient/whaanau of changes. This may be at short notice due to unforeseen
Key Accountability Communication Understands and applies customer service principals Demonstrates awareness of and sensitive response to spiritual beliefs, cultural practices/needs of the patient/client. Demonstrates an ability to effectively manage difficult situations Quality Understands and practices the principals of continuous quality improvement. Promotes and ensures safety in the environment. Standards / Achievements circumstances. Demonstrate responsibility for effective time management and prioritise workload appropriately. Interacts effectively with patient/client/whaanau and team members to ensure understanding of scheduling processes. Demonstrates an approachable and helpful attitude when interacting with patient/client, family/whaanau, multi-disciplinary team members and the public. Act as an advocate in conveying patient/client needs and information to clinical staff. Demonstrates an understanding of the concepts of cultural safety and its application in patient communication. Demonstrates a cultural awareness of the Treaty of Waitangi and its relevance within a health care setting. Appropriate patient referral to interpreting services, cultural support services when required. Identifies and defuses potential conflict situations before they arise. Effectively resolves problems and conflict. Participating in the implementation and ongoing maintenance and review of the service policies/procedures/processes/guidelines. Read organisational policies. Adheres to all CMH policies and procedures. Participates in relevant in-house programmes to maintain a current knowledge of: Safety standards Risk management practice Potential hazards and risks Fire safety and major disaster protocols Exercises environmental control by; Removes all malfunctioning equipment from service and initiates its repair/replacement. Knows and understands the reasons for and methods of documenting and actioning noncompliance to safety standards Utilises Information Technology Knowing how to use the phone and paging
HEALTH & SAFETY Recognises individual responsibility for workplace Health & Safety under the Health and Safety Act 1992 systems Knowing how to access and use available clinical information systems Being conversant with applications required for your specific discipline/role. For example, ipm, Concerto, Outlook, etc Maintaining own professional development by attending relevant IT educational programmes. CMH Health and Safety policies are read and understood and relevant procedures applied to own work activities Workplace hazards are identified and reported including self-management of hazards where appropriate Can identify health and Safety representative for area CULTURAL SAFETY Commitment to the principles of Treaty of Waitangi Honouring Cultural Diversity Respect, sensitivity, cultural awareness is evident in interpersonal relationships. Our cultural differences are acknowledged by respecting spiritual beliefs, cultural practices and lifestyle choices.
COMMUNICATION AND INTERPERSONAL SKILLS Will be required to interact on an regular basis with a range of CMH staff members including : SuperClinic General Manager, Surgical & Ambulatory Care Facilities Manager, Surgical & Ambulatory Care Team Leader Referral & Centre Team Leader Call Centre Team Leader - Interpreting Operation and Service Managers Module Clinical Nurse Managers All staff within the Superclinics, including those who are there on a visiting basis. Counties Manukau Health Medical Staff. Clinical records. Nurse Co-ordinators, Clinical Nurse Specialists and Charge Nurses. Information Services. Cultural Advisers and Interpreting services. Materials Management. Radiology services. Clinical Support Staff. Other support areas of the organisation eg Security, orderlies, cleaning staff. Externally there will be contact with : Patients/clients/family/whaanau. General Practitioners Situations may often call for tact, diplomacy and will require information to be handled in a discreet and sensitive manner. In conflict situations will be required to exercise sound judgement, negotiation and persuasiveness skills, toward facilitating a workable outcome. PROBLEM COMPLEXITY The Co-ordinator Scheduling will be regularly challenged by a wide range of tasks. There will be a requirement to be able to prioritise issues and negotiate time frames, while still providing a quality customer service. There will be demands to meet deadlines, maintain accuracy and quality of information. Failure to do so could impact on the organisation in terms of patient care. The Coordinator Scheduling will refer to the Team Leader for advice and guidance.
SCOPE FOR ACTION The Coordinator - Scheduling is encouraged to use initiative and problem solving skills to develop innovative approaches to issues and day to day tasks. The Coordinator - Scheduling requires direction and supervision from the Team Leader. DIMENSION OF THE POSITION Will be responsible to the Team Leader for the achievement of agreed objectives and operates within the confines of Counties Manukau Health. POSITIONS REPORTING Directly Indirectly Nil Nil
Minimum Preferred Qualification School Certificate or NCEA equivalent Experience Min 5years work experience with a customer service focus Min 5years administration/clerical experience Understanding of Medical terminology Experience in a Call Centre or Booking environment Skills/Knowledge/ Behaviour Computer literacy to intermediate level Effective communication both written and verbal skills. Ability to work as a team member or be self directed Responsible and accountable for own practice and as an employee. Priority setting and time management skills. Effectively resolve problems and conflict. Committed to promoting development and continuous quality improvement. Positive and friendly approach. Customer Service Ethic Excellent telephone manner enjoy dealing with people Honesty, integrity, respectful and reliability. Non judgemental and empathetic. Understanding of the Privacy Act, Health and Disability Act, and Health and Safety Act. Excellent standards of dress and grooming. Experience in ipm or Medtech 32