BWCPM Administration Assistant en St Vincent's Health Australia (St Vincent’s Hospital Melbourne)

Job Description:

• Fixed Term (3 months) Part Time (up to 32 hours per week across 4 days)

• Supportive team environment

• Excellent benefits including salary packaging

About the Company 

St Vincent’s Hospital Melbourne (SVHM) is part of St Vincent’s Health Australia and a leading teaching, research and tertiary health service which employs more than 6,000 staff across 18 sites throughout Melbourne. SVHM provides a diverse range of adult clinical services including acute medical and surgical services, sub-acute care, medical diagnostics, rehabilitation, allied health, mental health, palliative care, correctional health and community residential care. SVHM is one of Australia's leading Catholic not-for-profit healthcare providers.

About the Department

The Barbara Walker Centre for Pain Management is a multidisciplinary pain service. The outpatient interdisciplinary service provides assessment and treatment patients with persistent pain. The service is an interdisciplinary service comprising of Medical and Allied Health staff working as an integrated team to address the medical, physical and psychosocial factors contributing to the persistence of pain and its consequent disability. The Centre services a diverse group of clients from around Victoria (including Worksafe and TAC clients), many with complex needs and co-morbidities (psychological complexity, significant physical impairment, medication related issues, risk issues, litigation, employment), offering treatment both individually and in groups.  The Service is accredited as a Tier 1 ANZCA FPM (Faculty of Pain Medicine) training centre. BWCPM is part of the Health Independence Programs (HIP) at St Vincent's Hospital Melbourne.

About the Role
We have an exciting opportunity for you to be part of a well-established administration team working alongside clinical and support staff. We have a professional administration team ready to provide you on-the-job training and support. You will provide a full range of administrative support to the BWCPM department as required and in accordance with the policies, procedures and values of St Vincent’s Health.
 

The classification for this position will be HS2 ($66,768.00 per annum, pro rata).

Duties

• Meet and greet patients attending BWCPM

• Provide an efficient and organised reception area

• Enter required data efficiently and accurately into multiple data management systems

• Medicare billing and reconciliation

• Management of Waiting list and appointment bookings

• Report to the Administration Team Leader.

Qualifications, Skills and Experience

• Year 12 or equivalent levels of numeracy and literacy

• Experience working in reception/administration in a busy and complex environment

• High degree of computer literacy

• Professional telephone manner and empathy/awareness of patient care

• Excellent communication and demonstrated organisational skill with the ability to multi-task

• Prior experience in a healthcare environment is desirable

• Knowledge of medical terminology and Medicare billing is desirable

Benefits

• Salary Packaging

• Employee Assistance Program

• Work for one of Australia's leading hospital groups

Application

Please attach your resume and cover letter to your application.

All appointments are made subject to the candidate providing a current satisfactory National Police Certificate conducted by The Victoria Police.

Shortlisting for this position will commence immediately. We encourage you to apply promptly as the advertisement may close early should a suitable applicant be sourced.

At SVHM we acknowledge the importance of creating a work environment that is welcoming, safe, equitable and inclusive for Aboriginal and/or Torres Strait Islander Employees and we encourage applications from Aboriginal and Torres Strait Islander Peoples.

Respectfully, no agencies please.

Contact:

Samantha Corrie 0437 243 346

[email protected]

The Barbara Walker Centre for Pain Management is a multidisciplinary pain service that services outpatients and provides a consultative service to inpatients and the acute pain service provides an interventional service run out of day surgery. The outpatient interdisciplinary service provides assessment and treatment patients with persistent pain and some patients that have complex pain following an inpatient admission. The service comprises specialist pain clinicians (Pain Medicine Physicians, Pain medicine trainees (Fellows), Psychiatrist, Physiotherapists, Psychologists, Clinical Nurse Consultants and Research Assistant) working as an integrated team to address the medical, physical and psychosocial factors contributing to the persistence of pain and its consequent disability. The Centre services a diverse group of clients from around Victoria (including Worksafe and TAC clients), many with complex needs and co-morbidities (psychological complexity, significant physical impairment, medication related issues, risk issues, litigation, employment), offering treatment both individually and in groups.  The Service is accredited as a Tier 1 ANZCA FPM (Faculty of Pain Medicine) training centre and is bound to provide clinical opportunities in a wide range of Pain Medicine experiences, requiring strong relationships with other non-HIP services within SVHA.

BWCPM is one of the HIP suites of services. HIP was introduced by the DH&HS in 2008 bringing together the four previously separate service streams of Subacute Ambulatory Care, Post-Acute Care, Hospital Admission Risk Program and Residential In-Reach under common guidelines. The intent of HIP is to deliver improved outcomes for clients and to support hospital demand management and flow, through delivering integrated and coordinated care to clients across the hospital and community interface, reducing duplication and fragmentation of services and ensuring client centred care planning.  HIP at SVHM is delivered in partnership with North Richmond Community Health (NRCH).

SVHM-NRCH HIP is in the process of transitioning to being delivered from four integrated ‘hub’ sites, in Fitzroy, Kew, North Richmond and Northcote. This position may be required to work at or deliver services from any of the HIP hub sites. This will be at the discretion of the HIP manager and will take into consideration appropriate skills and training.

To provide efficient and effective reception and administrative support to the Barbara Walker Centre for Pain Management’s multi-disciplinary team and consistently represent the values of St. Vincent’s by delivering a high standard of customer service and care to a group of patients with highly complex needs.

• Work cohesively within the administration team to provide an efficient and organised reception area
• Independently plan and prioritise workload in a systematic and logical manner to ensure day-to-day tasks are completed, high priority medium term tasks are undertaken and longer-term tasks are kept up-to-date. This requires self-directed decisions on a daily, weekly & monthly basis as well as escalating to team leaders appropriately issues with workload management.
• Liaise with administration team leader to seek and provide information
• Enter required data efficiently and accurately into multiple data management systems required to facilitate efficient service delivery including Patient Administration System (PAS), Excel, SMS Message Media, and DSU Online Reports.
• Coordinate and submit a range of reports as required by the team leader.
• Provide awareness and support of data entry into multiple research and clinical databases. For example, SPSS & Epicentre
• Billing
• Ensure accurate weekly completion of Medicare billing and collection of relevant information for other billing - private (TAC or WorkCover).
• Processing of TAC or Workcover claims and billings.
• Independently resolve Medicare rejections, including patient liaison, chasing referrals and/or hard-copy processing of bills at Medicare’s request.
• Check validity of referral and independently problem solve issues with invalid referrals by liaising with patient, GP, referring specialist, medical registrars, team leaders and BWCPM clinical staff as appropriate.
• Manage the waiting list and appointment bookings through accurate identification of correct appointment categories, applying triage criteria, and coordinating sequential bookings for multidisciplinary appointments.
• Understand service guidelines regarding patient journeys for different patient cohorts and apply these to ongoing series, group and individual bookings.
• Accurately complete all appointment details on PAS to support team EPOCC data collection. Distribute and check all patient paperwork to facilitate collection of clinical outcome data.
• Assist administration team leader in opening new PAS clinics, regularly review upcoming PAS clinics & escalate upcoming PAS issues to administration team leader in a timely manner.
• Accurately capture the outcome of appointment on the PAS and comply with the BWCPM ‘fail to attend’ policy, including self-directed liaison with patient, GP, team leader as required.
• Greet and direct all patients on arrival in a pleasant, professional manner
• Processing of referral and accurately identifying alerts/red flags on these referrals. Communicate appropriately with team regarding patient alerts.
• Work efficiently and under time pressure during busy clinic days including being initial point of contact for challenging patient confrontations.
• ensure patients complete all relevant paperwork
• complete data entry under time pressure
• Facilitate BWCPM sub-acute inpatient service by appropriately processing appointments for this short-term, post-discharge service. Educate fellows and liaise with clinicians regarding this service and appropriate referrals.
• Generate a range of SMS reports, ensuring accurate data and messages and send SMS reminders for all appointments
• Facilitate access to interpreters (including telephone interpreters) for Culturally and Linguistically Diverse (CALD) patients where required
• Coordinate transport booking requests in accordance with BWCPM policy
• Distribute patient and referrer correspondence in a timely manner consistent with BWCPM policy and coordinate a daily mail service for both internal and external correspondence
• Coordinate and implement systems to ensure resources of HIP are fully utilised and health service policies are implemented across the administration team. This includes monitoring of stationary levels and coordination of orders via Integra
• Clarify and identify priority of telephone messages and respond to enquiries within required time frames / escalate to team leader / medical staff
• Manage initial contact for challenging incoming patient phone calls and including complaints and patients in distress and appropriately identify which ones for escalation to team leader / manage by self.
• Enter details of patient contact into Medical Record Online as required. This includes independent decision making as to which patient contacts require documentation and ensuring hospital documentation standards are upheld. Support and supervise as appropriate, administration team in documentation practices.
• Train clinical staff, administration staff and volunteers in BWCPM admin processes and databases

General

• Perform the duties of the position to the best of their ability and to a standard acceptable to SVHM
• Comply with all SVHM policies, procedures, by laws and directions
• Comply with all SVHM requirements, policies, procedures and directions
• Treat others with respect and always behave professionally and in accordance with the SVHM Code of Conduct
• Work collaboratively and flexibly as part of a team to complete priority tasks
• Only access confidential information held by SVHM when this is necessary for business purposes, maintaining the confidentiality of that information once accessed
• Participate in the annual SVHM performance review process
• Display adaptability and flexibility to meet the changing operational needs of the business
• Comply with applicable Enterprise Bargaining Agreement provisions
• Display a willingness to develop self and seek to improve performance
• Maintain skills and knowledge necessary to safely and skilfully undertake duties
• Take personal responsibility for the quality and safety of work performed
• Recognise the relationship between clinical and non-clinical functions in the achievement of optimal safety and quality care
• Take all necessary care and precautions in the performance of duties
• Participate in risk management and continuous quality improvement activities as part of day-to-day work

Health and Safety

• Attend general hospital orientation within 3 months of commencement
• Protect the health and safety of self and others, complying with all health and safety related policies, procedures and directions
• Report incidents and accidents and collaborate with management to resolve safety issues

• Complete required Fire and Emergency Training annually

• Complete required Workplace Culture and Equity Training annually

The incumbent of this position will be expected to possess the following core capabilities:

Capability

Demonstrated behaviour

Personal

Personal effectiveness

Takes responsibility for accurate, timely work results

Learning Agility

Identifies personal development needs and seeks information from a range of sources

Outcomes

Patient/Resident/client centred

Strives to meet and exceed expectations, demonstrating sound judgement

Innovation and Improvement

Contributes to improvement by reviewing strengths and weaknesses of current processes

Strategy

Driving Results 

Manages own workload to deliver results

Coordinates tasks to deliver results

Organisational Acumen

Understands the interdependencies between units/departments

People

Working with and Managing others

Takes responsibility for ensuring productive, efficient teamwork through effective leadership

Collaboration

Works collaboratively within and outside the team

• Year 12 or equivalent levels of numeracy and literacy

• Knowledge, experience and ability to provide advanced level administrative support
• Extensive experience and knowledge of Microsoft Office (including Word, Excel and Outlook)
• High level of written and spoken communication and interpersonal skills
• Experience working within a health clinic including reception and telephone skills
• Knowledge of general medical terminology
• Familiarity with public health billing
• Demonstrated ability to work autonomously and as part of a large team
• Highly developed planning and organisational skills with ability to determine workload priorities
• Commitment to St. Vincent’s Health and the values of the Sisters of Charity

• Administrative training at certificate / diploma level
• Qualifications in medical terminology, typing or administration

Closing Date:

Reconciliation Action Plan:

At St Vincent's we acknowledge the importance of creating a work environment that is welcoming, safe, equitable and inclusive for Aboriginal and/or Torres Strait Islander Employees. As part of our Commitment to Reconciliation and Closing the Gap in employment related outcomes, we encourage applications from Aboriginal and Torres Strait Islander Peoples.

For further information, visit https://www.svha.org.au/about-us/reconciliation or get in contact at [email protected]

View Reconciliation Action Plan

Code of Conduct:

View Code of Conduct