Date: 15 th November 2016 Job Title : Administration Clerk Department : Emergency Department and Assessment & Diagnostic Unit Location : WDH NORTH SHORE HOSPITAL Reporting To : Administration Manager ED & ADU North Shore Hospital Direct Reports : Functional Relationships with : Internal ED/ADU - Doctors, Nurses Medical/Clinical Records Staff Specialty Doctors ED/ADU Discharge Coordinators ipms Data Quality team External Patients, their families WDHB area Primary Health Organisations 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
Purpose of the role : To facilitate the smooth running of the Emergency Department & Assessment & Diagnostic Unit. Patient Information Management System accurate and efficient management of the patient database and all administrative areas of the patient journey throughout the department. To uphold the Values of the DHB at all times by providing excellent internal and external Customer Service. KEY TASKS Customer Service Management of Patient Information EXPECTED OUTCOMES Patients, family and visitors are welcomed in a professional and courteous manner in line with the organisational values. Telephone calls are answered promptly and courteously, identifying unit and role at all times. All callers should receive a positive and professional interaction with the organisation. Enquiries from patients, family, visitors and other staff are dealt with sympathetically and referring them to the appropriate personnel. Messages are received and relayed in a timely manner. Service provision demonstrates awareness of Treaty of Waitangi obligations, and shows sensitivity to the cultural complexity within the workforce and patient population. Information regarding patients is available to authorised personnel only, as required by the Health Information Privacy Code 1994 Emergency admissions to ED/ADU are processed immediately, with resuscitation and monitoring patients given priority. Management of admission and discharge process in an accurate and timely manner. This includes updating patient demographic information and ACC forms, bed bookings, correspondence, clinic appointments, referrals, ACC process. Ensure that clinical records are made available as requested by authorised personnel. Patient information is updated in ED/ADU manual records and computer information systems as close to real time as possible after admission, discharge and transfer. Patient clinical records are maintained to a standard that ensures essential information is easy to access. This includes accurately filing results, correspondence and files being readily accessible and traceable. Waitemata District Health Board -JOB DESCRIPTION - Page 2
KEY TASKS EXPECTED OUTCOMES Administrative Duties Attend to photocopying and faxing tasks in a timely manner. Quality Distribute mail in a timely manner to appropriate personnel. Email is accessed daily and actioned as appropriate. Ensure office equipment is functioning efficiently for the use of authorised staff. Replace and refill paper, cartridges and ribbon. Housekeeping - stationary and stock as appropriate Other duties as and when required to fulfill purpose of the ED/ADU clerical position. Carry out appropriate tasks at the request of Clinical Charge Nurse for the shift if the Administration Manager is not available. Work practices are accurate, efficient and timely. Actively look for ways to collaborate with and assist others, responding appropriately to peoples needs and with effective results. Ensure knowledge of relevant computer applications is up-todate. Act as a resource person for new staff. Has a positive attitude to change and uses initiative towards delegated duties. Is flexible in providing support to ensure shifts are covered. Proactively follows up on own development needs and learning opportunities. Identifies opportunities for innovation and improvement. Statutory & Treaty of Waitangi obligations To recognize 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 3
Behavioral Competencies Adheres to Waitemata District Health Boards 4 Organisational Values of: Every single person matters, whether a patient / client, family member or a staff member We see our work in health as a vocation and more than a job, We are aware of the suffering of these entrusted to our care. We are driven by a desire to relieve that suffering. This philosophy drives our caring approach and means we will strive to do everything we can to relieve suffering and promote wellness. We need to be connected with our community. We need to be connected within our organisation across disciplines and teams. This is to ensure care is seamless and integrated to achieve the best possible health outcomes for our patients/clients and their families. We seek continuous improvement in everything we do. We will become the national leader in health care delivery. Behavioural Competencies Behaviour Demonstrated Communicates and Works Co-operatively 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 peoples needs appropriately and with effective results Identifies opportunities for innovation and improvement Works in Partnership to Reduce Inequality in Outcomes 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. Acts to ensure the safety of themselves and others. Waitemata District Health Board -JOB DESCRIPTION - Page 4
VERIFICATION: Employee: Department Head: Date: PERSON SPECIFICATION POSITION TITLE: ED & ADU Administration Clerk Qualification Minimum School Certificate or equivalent qualification Preferred Customer service training Experience Working with customers and a clear understanding of service delivery Previous medical/hospital experience Waitemata District Health Board -JOB DESCRIPTION - Page 5
Skills/Knowledge /Behaviour Excellent attention to detail Competent in using computers Windows applications -specifically Outlook, Excel and Word Proficient in Windows applications Personal Qualities Proactive in seeking solutions to problem Good interpersonal skills Approachable manner Excellent time management skills Ability to work under pressure and still maintain a good sense of humour Have a friendly and patient manner Understands importance of being a team member and working collaboratively for the teams success Flexibility to work both independently and within a team Able to work flexible hours or change shifts at short notice, if required, to cover the roster Waitemata District Health Board -JOB DESCRIPTION - Page 6