POSITION DETAILS: POSITION DESCRIPTION TITLE: Patient Administration Co-ordinator REPORTS TO: Administration Supervisor, Oral Health LOCATION: Greenlane / Middlemore AUTHORISED BY: DATE: JANUARY 2018 PRIMARY FUNCTION: The Patient Administration Coordinator is to provide an efficient administration function for planned elective care, managing outpatient and inpatient waiting lists in accordance with Ministry of Health targets whilst ensuring the process is patient focussed. The post holder will be required to work as part of a team, with clinical, management and other clerical staff in order to deliver the highest standards of administrative support possible for patients. KEY ACCOUNTABILITIES Key Result Area Expected Outcomes/Performance Indicators Perform the day to day service delivery with the team Following the documented business rules and processes to ensure Ministry of Health targets are met Ensuring that the appropriate levels and standards of customer service are delivered Dealing with large volumes of day to day enquiries from patients/gps/adhb staff in a courteous, sympathetic manner. Communicate with all patients due to be admitted by any provider unit used by ADHB Ensuring effective communication by liaising on an interdepartmental basis Ensuring all required resources and information is available for every attendance, such as booking interpreters, booking ambulances, contacting other services to request tests and making clinic lists available for the health professionals. Maintain records of such bookings and pass information regarding each booking to relevant staff. Maintaining accurate and up to date documentation, including procedures, at all times Complying with Health & Safety requirements and proactively participating in hazard identification and management. Checking demographic data with every patient at each patient contact and updating information systems as required. Reception activities Meeting and greeting patients and their family or representatives and answering phone enquires and referring calls of a clinical nature to the appropriate health professional Completing established appointment completion procedures such as scheduling follow-up appointments
and sending referrals and other request forms to internal and external agencies Dispatching documentation as required by established procedures such as clinic notes to Clinical Records for scanning, clinic outcome forms, surgical waitlist form and other documentation to the appropriate teams Maintaining general housekeeping standards, including tidying the waiting room. Referrals activities On receipt of referral documents check data validity against referral document and update patient demographics. This might require contacting internal or external referrers or returning documents when required information can t be substantiated with documents provided Add patients to waitlist and add notes regarding eligibility status and or follow up patients to assist the service with triaging Monitor referrals waitlist to ensure referrals are triaged within approved timeframes and fast tracking urgent referrals. Cancel declined referrals and transfer patients referred to another service Action all referrals within 24 working hours Enter all referrer detail for MOH data collecting purposes. Scheduling activities Using electronic daily waiting list reports to schedule patients in chronological order according to their clinical need for First Specialist Appointments (FSA) Manage the Follow up waiting list and schedule patients in chronological order and according to clinic outcome form instructions. Sending patients all relevant appointment information and providing patients with information as requested Reschedule appointments as required or if clinics cancelled according to the Clinic Change Policy Co-ordinating all pre-requested tests, investigations and procedures as required and ensuring completion and availability of results prior to the clinic event Printing Clinic Lists and preparing patient packs in a timely manner prior to Clinic Event and arranging for delivery of patient packs to the Clinics Highlight immediately and in a timely fashion any conflicts that might mean patient waiting time targets could be breached. Be aware of, and able to adapt to any changes in policy and general operating systems. Surgical booking activities Using electronic daily waiting lists reports to book patients for their surgical procedures ensuring a patient focussed booking approach is used at all times Use the surgical waitlist referral and health questionnaire to add the patient to the appropriate surgical waiting list Updating patient details on booking system as booked for surgery and scheduling point of admission, bed and ward. This includes scheduling patients for preadmission clinics, co-ordinating routine tests for patients prior to surgery, arranging interpreters for patients if required and arranging to have out of area patient notes, x-rays and documentation delivered prior to surgery Entering patients on the draft Theatre List and maintaining priority of list through contact with
surgeon ensuring completion of list by established deadline prior to surgery Deferring and / or reschedule patients where necessary as per hospital / MoH guidelines, including allocating short notice patients as and when required and updating systems as required Managing all patient administration, within the certainty, active review or deferred category of the surgical waitlist, using established MoH / ADHB guidelines and ensuring the continued care of the patient. This includes regularly meeting with surgeons to establish list priorities and providing surgeons with monthly reports by agreed deadlines After surgery, closing off all surgical episodes within the booking system from the PiMS report To be responsible for own professional development To contribute to the overall service of the unit. Maintaining knowledge of current best practices Continually seeking to improve knowledge about the organisation and new processes Attending educational opportunities relevant to the role Establishing annual goals, objectives, performance targets and strategies to meet these. Ensuring resources are used effectively and ensuring priorities are met Ensuring Data Integrity is maintained Completing project work as requested Supporting ADHB key goals including the Building and Change Programmes. MATTERS WHICH MUST BE REFERRED TO (INSERT TITLE HERE) Authorities: Nil FTE Direct Reports: Nil Budget Accountability (if applicable): Nil Relationships External Internal Committees/Groups Patients and their Other Oral Health staff Health & Safety whanau Clinical and non-clinical staff Performance Improvement Health providers within ADHB Directorates Information Systems (IS) outside ADHB Person Specification Education Qualifications Essential Desired Professional Experience/Knowledge Three years of secondary education or relevant work experience (minimum 2yrs of administration role) Sound general clerical and or administration experience Relevant Tertiary Qualification Knowledge of the Treaty of Waitangi with a commitment to
Specific Competencies Personal Qualities Sound reception and or customer service experience Demonstrates excellent organisational skills Demonstrates ability to work well under pressure Demonstrates excellent ability to manage and adapt to changes in processes and systems Negotiation and conflict management abilities Sound MS Office ability, including basic Outlook, Word and Excel Commitment to providing a quality service Positive team player Advanced professionalism Excellent communicator verbal and written English language proficiency Accountability for time, performance and productivity biculturalism Previous experience in a health care setting A basic understanding of medical terminology Exposure to a wide range of Health Information Systems, including intermediate PHS, CMS Inquiries, Concerto, Chart view, Chart Q, PIMS/CMS Surgical Booking Systems Knowledge of Healthcare computer applications. Ability to think outside the square and take initiatives to make positive contributions to the team culture/ performance/values Personal Characteristics CRITICAL COMPETENCIES COMPETENCY Planning & Organising Self-management Communication/ Relationships Computer Skills Value Diversity Customer Service Quality DESCRIPTION Consistently prepares in a logical or methodical fashion. Can prioritise and manage deadlines. Utilises tools to assist in managing the completion of tasks. Consistently demonstrates the ability to balance own workload, prioritise tasks effectively and handle personal stress. Actively looks for opportunities for learning and development. Consistently communicates openly with respect and honesty with both internal and external stakeholders. Actively builds networks across and outside the ADHB to obtain valuable information/expertise that support the team s endeavours. Employs a full range of software applications effectively. Able to solve simple problems with applications. Understand significance of Treaty of Waitangi. Treats others with respect and dignity and as individuals with diverse values, beliefs and needs at all times. Ensures the provision of a culturally supportive environment. Develops positive working relationships with patients / customers and seeks to meet their needs. Treats patients / customers as the first priority and strives to improve service. Participates in change management projects across the service and organisation-wide. Supports team members in undertaking new challenges. Able to review clerical processes, identify process improvements and implement them to improve delivery. Maintains a high level of accuracy in all tasks undertaken.
WORKING FOR ADHB EXPECTATIONS OF EMPLOYEES CITIZENSHIP All employees are expected to contribute to the innovation and improvement of Auckland District Health Board as an organisation. This means: Using resources responsibly Models ADHB values in all interactions Maintaining standards of ethical behaviour and practice Meeting ADHB s performance standards Participating in organisation development and performance improvement initiatives Helping to develop and maintain Maori capability in ADHB, including developing our understanding of the Treaty of Waitangi and ways in which it applies in our work Raising and addressing issues of concern promptly THE EMPLOYER AND EMPLOYEE RELATIONSHIP We have a shared responsibility for maintaining good employer/employee relationships. This means: Acting to ensure a safe and healthy working environment at all times Focusing our best efforts on achieving ADHB s objectives A performance agreement will be reached between the employee and their direct manager and/or professional leader containing specific expectations. CONSUMER/CUSTOMER/STAKEHOLDER COMMITMENT All employees are responsible for striving to continuously improve service quality and performance. This means: Taking the initiative to meet the needs of the consumer/customer/stakeholder Addressing our obligations under the Treaty of Waitangi Involving the consumer/customer/stakeholder in defining expectations around the nature of the services to be delivered and the timeframe Keeping the consumer/stakeholder informed of progress Following through on actions and queries Following up with the consumer/customer/stakeholder on their satisfaction with the services PROFESSIONAL DEVELOPMENT As the business of ADHB develops, the responsibilities and functions of positions may change. All staff are expected to contribute and adapt to change by: Undertaking professional development Applying skills to a number of long and short term projects across different parts of the organisation Undertaking such development opportunities as ADHB may reasonably require