Inclusive Compassionate Progressive Accountable Medical Receptionist – Primary Medical Health Centre 1.0 FTE 80 hours fortnight with ADO We are seeking an experienced and highly organised General Surgeon Medical Receptionist to join our dedicated healthcare team. As the first point of contact for our patients, you will play a key role in ensuring an efficient and positive experience for those seeking care. This is an exciting opportunity for a customer-focused individual to work in a fast-paced medical environment and contribute to the delivery connected care best experience. Our receptionist serves as the first point of contact for patients seeing the nursing team also, providing exceptional customer service, answering enquiries, and assisting with the scheduling of consultations, pre and post-operative evaluations, and follow-up appointments and reviews for aftercare. About You: Exceptional customer service skills, with the ability to remain calm and professional in a busy medical environment. Prior experience in a medical or healthcare setting, with a solid understanding of medical terminology and procedures. Strong organisational and multitasking abilities, with the capacity to manage a variety of tasks efficiently. Excellent verbal and written communication skills. Attention to detail and ability to maintain confidentiality in compliance with healthcare regulations. Proficiency in medical office software and electronic medical record (EMR) systems. Ability to work collaboratively within a team and provide support to both patients and healthcare professionals. Current National Police Check & Working with Children’s Check Complete COVID Vaccinations & 2022 Flu Vaccination, Serology evidence of immunisation status To apply for this position : email the completed Application for Employment form, Cover letter, CV and response to the key selection criteria to employment@shdh.org.au. You will find the full position description containing the key selection criteria & application for employment form in the attached documents. Swan Hill District Health reserves the right to commence interview immediately upon receipt of applications. Enquiries about this role should be directed to Samantha Hellsten, Practice Manager, Ph: (03) 5033 9911 or E: shellsten@shdh.org.au/ Closing date: 18th April 2025 Swan Hill District Health is an equal opportunity employer committed to diversity and inclusion. We welcome applications from Aboriginal and Torres Strait Islander people, people with diverse cultural and linguistic backgrounds and people with disability. POSITION DESCRIPTION Primary Health Medical Centre Inclusive Compassionate Progressive Accountable Position: Surgical Reception Administrator Classification: HS1 Department: Primary Health Medical Centre Reports to: Practice manager Position Summary: The General Surgeon Medical Receptionist plays a crucial role in ensuring the smooth operation of the surgical practice and nurse reception requirements. This position involves a variety of administrative duties, including greeting patients, managing appointments, handling phone calls, maintaining patient records, and coordinating with the surgical team to ensure optimal patient care. The receptionist serves as the first point of contact for patients seeing the nursing team also, providing exceptional customer service, answering enquiries, and assisting with the scheduling of consultations, pre and post-operative evaluations, and follow-up appointments and reviews for aftercare. Additional responsibilities include verifying Medicare information, processing billing information, and maintaining confidentiality in compliance with healthcare regulations. The ideal candidate will have excellent organizational, communication, and multitasking skills, with a strong understanding of medical terminology and healthcare office procedures. Responsibilities: Key Performance Indicators (KPI’s) will be established between the Surgical Reception administrator and the Practice manager to support the following accountabilities and duties: In accordance with the practice policies and procedures, the Medical Receptionist will: answer the telephone in a courteous and professional manner Support nursing team in check in and out procedures receive and convey messages in writing, verbally and electronically liaise with patients and their families in a compassionate manner liaise with GPs, surgeons, theatre other health professionals and their staff make appointments scan and file documents prepare documents for mail out open, stamp and distribute incoming mail type documents as required, with a high level of accuracy monitor stationery and/or clinical supplies and place orders as required or directed, maintaining a working supply at all times participate in ongoing professional development contribute equitably to maintaining the cleanliness of the surgical practice area maintain practice dress standards in line with policy handle cash, EFTPOS and other payments and adhere to practice billing policy ensure the practice building and rooms are clean, tidy and accessible perform other administrative duties as directed by the Practice Manager or General surgeons. Ensure SHDH meets NSQHS and Aged care Quality Standards. Key Selection Criteria: • Excellent verbal and written communication skills, with the ability to communicate clearly and effectively with patients, families, and medical staff. Ability to handle sensitive and confidential information with professionalism and discretion in compliance with healthcare privacy regulations (e.g., HIPAA). Ability to adjust to changes in practice workflow, patient needs, or office operations, while maintaining quality service and support. Demonstrated ability to maintain a high level of professionalism at all times, including managing challenging or sensitive situations with tact and empathy. Ability to prioritize tasks effectively, meet deadlines, and manage time efficiently in a fast-paced work environment. Version Changed: 17/12/2024 UNCONTROLLED WHEN DOWNLOADED Prompt Doc No: SHDH0188170 v3.1 Proficiency in using medical practice software, EMR systems, and basic office equipment (e.g., fax, phone systems, computers). Ability to work effectively as part of a multidisciplinary team, collaborating with surgeons, nurses, and administrative staff to ensure seamless patient care. High level of accuracy in managing patient data, entering information into electronic medical records (EMR) systems, and scheduling appointments. Proven track record of managing a high volume of patient inquiries while maintaining a positive and welcoming environment. Ability to follow established protocols and procedures to ensure that patient care is not disrupted. Demonstrated ability to handle situations that require flexibility, initiative, and problem-solving skills. Ability to adapt to new technologies and systems quickly and efficiently. Strong multitasking abilities, particularly during peak patient flow times or when managing multiple phone calls and in-person inquiries simultaneously. Strong sense of responsibility and commitment to the practice’s success and reputation. Previous experience working in a medical or healthcare setting, preferably in a surgical practice, with an understanding of common medical terminology and procedures. Current National Police Check and Working with Children’s Check (If applicable). Evidence of immunisation records/history as part of the Health Services Act 1988, 2020 Amendment (Mandatory Vaccination of Healthcare Workers), through either documentation or copy of serology report. It is required that there is immunization for all vaccine preventable illnesses. Salary/Award: Health and allied services First Nations: Swan Hill District Health would like to acknowledge First Nations communities of Wamba Wamba, Wadi Wadi, Barapa Barapa, Latji Latji and the Tatti Tatti people on whose land, we work and live. We pay respect to all Elders past and present and honour their connection to the land and water. Infection Control: • Each staff member has a responsibility to minimise exposure to incidents of infection/cross infection of residents, staff, visitors and the general public. The risk minimisation strategies are to be supported by all staff adhering to the Infection Control Manual policies, procedures and guidelines. Continuous Quality • Each staff member is expected to demonstrate a commitment to best practice. Improvement: • All staff shall take responsibility for their own practice and share responsibility for creating and maintaining a system that provides safe, high quality health care. All staff will participate in quality improvement activities aimed at improving patient outcomes and maintaining accreditation standards. It is the responsibility of every staff member to be familiar with Health Service- wide and specific Department Policies & Protocols. Person Centered Care: The Health Service supports in its values the philosophy of Person-Centered Care to ensure all people, including health service providers, clients, their carers and family members are respectfully cared for and encouraged to participate in the provision of quality health care. We recognise diversity is part of every person & as such providers of health care must be actively involved in developing models of care that are person centered. Child Safety: All children have the right to feel and be safe. Keeping children safe is everyone’s responsibility. SHDH is committed to providing a child safe environment where children are safe and feel safe, and where their voices are heard about the decisions that affect them. SHDH have zero tolerance to child abuse. Each employee has a responsibility to adhere to this requirement. Any breach of this standard will result in disciplinary action. Version Changed: 17/12/2024 UNCONTROLLED WHEN DOWNLOADED Prompt Doc No: SHDH0188170 v3.1 Our Purpose: Connected Care / Best Experience SHDH commits to meet the growing health care needs of our community through our new vision to provide better connected care and to achieve the best care experience. Privacy and Confidentiality: SHDH are committed to protecting patient and staff privacy and confidentiality, as it is an important aspect of our commitment to providing high quality services. In accordance to both the Health Records Act and the Information Privacy Act, information should only be used and disclosed for the primary purpose of its collection. Each employee has a responsibility with adhere to SHDH’s Privacy and Confidentiality Policy, as it is a condition of employment. Any breach of the rules of privacy and/or confidentiality relating to health service business, patients or medical records will result in disciplinary action. Mandatory Training: All employees must be aware of and complete designated mandatory training within the required time frame. Safety: 0B RESPONSIBILITIES: It is the responsibility of every staff member to: • Take reasonable care for their safety and the safety of others while at work. Report accidents, incidents and potential hazards as soon as reasonably practicable to their supervisor and record on VHIMS reporting system. Advise their supervisor if they have an injury or illness that may affect their ability to perform the inherent requirements of their position. Be familiar with emergency and evacuation procedures as detailed in the Emergency Procedures Manual. Complete all Mandatory training requirements as identified and directed. Comply with the Occupational Health and Safety Act and all SHDH O.H. & S. online Policies and Procedures. Asset Management: Staff with asset management responsibilities are required to adhere to the Asset Management Policy and Protocols. Review: Completion of My Work Plan on a yearly basis. Previous Revision dates: Current: Samantha Hellsten Version Changed: 17/12/2024 UNCONTROLLED WHEN DOWNLOADED Prompt Doc No: SHDH0188170 v3.1