To be the first point of contact between Reception, Administration Staff and Practice Managers and to ensure the smooth operation of the clinic. The coordinator is also expected to warmly welcome and engage with patients who enter the clinic. Coordinator employees are capable of functioning autonomously, and prioritising their work and the work of others within established policies, guidelines and procedures. The role also requires them to have sufficient expertise to be able to supervise others. They are expected to work with a substantial level of autonomy and organisation. This includes organising appointments, maintaining records and performing medical & other tasks in order to ensure smooth and efficient functioning of the practice and provide an exceptional standard of care to our patients.
Responsibilities
The following duties are to be carried out in conjunction with the Practice Policy and Procedures manual where applicable.
Reception
- Open and Close clinic as per set procedure (Procedure attached).
- To greet patients and other callers at the Practice in a courteous and efficient manner.
- To answer the telephone promptly and courteously.
- To make appointments for patients following set procedures (Procedure attached).
- To issue patients invoices/receipts and bulk bill as required.
- To enter and update patient registrations and patient Notes on the computer.
- To deal with referring doctors, hospital staff, pharmacists etc courteously and helpfully.
- To deal with emergencies when necessary, following set procedures.
- Transfer test result calls to nurse or take message.
- Take prescription requests and send messages to doctors via Best Practice Messages, by linking the patient to the message.
- Attend to account queries if possible or refer problems to the Practice Manager.
- To exercise confidentiality in regard to patient care and all aspects of the practice.
- Ensure abnormal result policy is adhered to.
- Maintain the reception area in a tidy and welcoming manner.
- Make sure posters in the waiting room is in good condition
- Follow reception procedure checklist for infection control
- Ensure doctors rooms are tidy and supplies both medical and stationary are stocked properly
- Follow cleaning procedure if cleaner is not present
- Ensure Registration, Health Summaries, Patient Information sheets, New Patient Packs and information displays are correct and current and enough in supply.
- Ensure patients are not required to wait excessive periods of time for an appointment, and that patients are informed of possible delays.
- Assist doctors and nurses by making phone calls, photocopying etc.
- Check and handle internal emails.
- Read Best Practice messages.
- Check Centre emails regularly.
- Check Faxes regularly and allocate them via bulk document.
- Fill in the roster when staff are away on holidays and sick leave.
- Thorough understanding of a multitude of reception duties and is able to perform them as needed and without supervision.
- Able to supervise the work of others, including work allocation, rostering and guidance.
- To communicate effectively across the different groups of Q1 Medical employees and to be a reliable point of contact.
Administration
- Preparing and recording outgoing mail and posting daily.
- Open and distribute incoming mail.
- Scanning patient correspondence, results etc. to patient record.
- Maintain cash tin.
- Recall patients for review consultation.
- Allied health appointment confirmation.
- Call patients who missed their appointments.
- Shredding confidential documents.
- Requires a comprehensive knowledge of medical terminology and/or a working knowledge of health insurance schemes.
Other Duties
- To actively participate in general staff meetings.
- To attend training sessions in-house and external courses when required.
- General housekeeping such as tidying and cleaning of the waiting room etc. when necessary.
- To undertake other duties as required from time to time by the Practice Manager, Nurses and Doctors.
- Knowledge of occupational health and safety principles including infection control.
- Check the suggestion box and restock the suggestion forms.
- Consistently be aware of OHS requirements and comply with them.
- Infection Control at Reception Area/Consulting Rooms (Wipe keyboards, phones, phone cradle and beds with alcohol towel wipe).
- Wipe Reception Bench with alcohol wipes regularly.
- Stock up Consulting Rooms with required medical supplies as listed (list attached).
- Stock up consulting rooms with stationeries and referral forms.
- Remove coffee cups from consulting rooms and wash.
- Clean up the treatment room bench and sink. Remove all dishes from the sink and bin all disposable instruments in the sharps container (at the end of the day).
- Fridge temperatures to be checked and medical waste to be removed if nurse is not present
- Use spill kit to clean bodily fluid spills
- Respond to panic alarm
- Check all entries and windows before closing
Expected behaviours and personal attributes
- Demonstrated patient-focused approach in service provision with genuine empathy and interest in their needs.
- Possesses well developed communication, interpersonal and/or arithmetic skills.
- Be always well-presented, friendly, courteous and obliging. Represent the practice in a confident and positive manner at all times.
- Undertake all duties in a diligent manner, with honesty and integrity,
- Maintain absolute confidentiality regarding patient and practice information.
- Have a vigilant attitude to accuracy, being prepared to double check as necessary.
- Work cooperatively and independently.
- Demonstrate ability to prioritise and organise, with attention to detail.
- Demonstrate commitment to ongoing professional development over and above the essential training required to perform the role.
- Demonstrate commitment to fostering the skills and abilities of other reception and administrative staff.
- Is responsible for their own work, and the work of those supervised with a substantial level of accountability.
Education, Qualifications and Experience
Essential:
- Comprehensive computer knowledge or be required to use a computer on a regular basis. This includes medical software as well as MS Office.
- Knowledge of Best Practice software and medical equipment .
- Extensive experience in a medical receptionist role and experience supervising others in this role.
- Experience as a Medical Coordinator, or at Support Service Level 6 and 7, or equivalent
- Working with Children Check and Police Check.
- Up-to-date immunisation record relevant to the role performed.
- Formal qualifications at trade or Advanced Certificate or Associate Diploma level and/or equivalent in relevant skills, training and experience.
- Training and/or experience in management of emergencies, handling complaints, Medicare & health funds, basic infection control, safe handling & disposal of medical waste etc.
Desirable:
- CPR/Triage training and/or experience.
- Experience with specific social groups serviced by practice, such as adolescents, aged care, migrant or refugee groups, First Nation & Torres Strait islanders, etc.
Hours Of Work
As per contract
However it is expected that our staff will work extra time on occasions if this is required to deliver essential patient care.Breaks: 20 minutes for lunch to be taken in shifts with other staff to ensure continuity of care. (Full time employee) or 10 minutes break (Casual employee)
Other features:
Casual position with a qualifying period of 3 months.
Professional development provided and expected.
Required to have important immunisations that will protect you in the workplace.