Administration Officer – Rehabilitation Services
Part Time
INFORMATION PACK
CONTENTS:
Selection Criteria (please address in a cover letter) & How To Apply
Context and Scope
HammondCare’s ‘Mission, Motivation and Mission in Action’ (our core values)
1.
Selection Criteria
Please briefly address each criterion individually in a cover letter – bullet points or short
paragraphs are OK
1. Commitment to engage and align with HammondCare’s Christian Mission, Motivation
and Mission in Action.
2. Capacity to provide administrative and organisational support in a public health
environment.
3. Ability to institute and continuously improve billing frameworks that can be adapted for
both private and Medicare billings. Experience with eClaims computer program.
4. Demonstrated administrative capabilities especially in regards to outpatient services,
day hospitals and community teams.
5. Demonstrated problem solving, prioritisation and communication skills, and effectively
follow directions.
6. Comprehensive experience in working in a flexible, multi-skilled team environment,
where high level interpersonal, communication and customer service skills are key
factors to effective operation.
7. Capable of working autonomously, and liaising with external stakeholders.
8. Application skills in Health Information Systems, in particular eMR, eClaims, plus
Microsoft Office Suite.
9. Multicultural sensitivity and/or experience working in a multicultural setting (desirable).
10. Strong administrative and computer skills.
11. Ability to work independently and as part of a team.
12. Empathy and patience.
Additional Information to be provided with Application (information treated in the strictest
confidence)
1. Do you have any medical condition/illness, which would prevent or hinder you from
performing the work you have applied for? If “YES”, please give details (including dates).
2. Were you born in Australia? If “NO”, please give details of your citizenship, permanent
residency or working visa (include copy of relevant documentation).
3. Applicants for positions designated as Category A will be required to obtain required
vaccinations prior to commencing employment.
How to Apply
Please send your resume and a covering letter addressing the above selection criteria to:
Marilyn Pritchard
Greenwich Hospital
P.O. Box 5084
Greenwich NSW 2065
Or email your application and cover letter to: [email protected]
For any specific queries about the role, please contact Eliza Orchiston on (02) 9903 8340
2.
Context and Scope
HammondCare is an independent Christian charity that exists to improve quality of life for people in
need.
We specialise in aged and dementia care, palliative care, rehabilitation, mental health services for
older people, and other related health and aged care services. HammondCare seeks to embed
evidence based best practice in its services and we provide these services through home care, subacute hospitals and residential aged care.
Bringing these health, hospital and aged care services together, HammondCare has been able to
develop innovative, flexible care models designed to serve people with complex health or aged care
needs, regardless of their circumstances.
HammondCare works to provide its staff with support, career development opportunities, education,
responsibility and recognition, work/life balance, and satisfying roles.
Summary of Position
The role of the Administration Officer – Rehabilitation Services works within the Mission and
Mission in Action of HammondCare to ensure the provision of high level secretarial and
administrative support services for the Rehabilitation Services Director and Rehabilitation Services.
The essence of this role:

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Clerical administration support
Timely with bookings for clinics and appointments
Key person for enquiries for the service
Works collaboratively with Administration Officer - Rehabilitation Inpatient Unit
3. Key responsibilities
Responsibilities
Capability
Outcomes
1.0
Mission in Action

Administration Activities and
Support
 Ensure the efficient and effective
management of admissions and
discharge of patients for clinics, typing of
letter and reports for outpatients, ensuring
the clinic is set up correctly, requesting
patient files etc
 Effective management of bookings patient appointments for medical staff
clinics, tests, scheduling of meetings and
the booking of meeting rooms, booking of
Providing Leadership
Working Effectively
with Others

Delivering Results

Demonstrates
Excellence in Work
Adapting Approaches
Responsive to change
and implementing
improved working
practices
Implements
improvements and
communicates new
systems to others.
Attend mandatory
training and further
education.
Responsibilities












interpreters ensuring meeting room set up
and set down, catering, using eMR or
relevant systems.
Provide accurate and timely diary
management of medical team when
necessary, avoiding meeting conflicts
Triage all phone enquires and redirect to
the most appropriate department or
person.
Provide accurate and efficient word
processing, data collection and entry and
filing, and maintenance of patient medical
records. Escalating if data is not
forthcoming prior to deadlines for data
entry. Using all office computer systems
effectively.
Maintain up to date patients lists and
provide to relevant staff and for reception.
Typing letters, file notes, presentations etc
when required and completing forms
using HammondCare templates and
ensuring professional presentation.
Ensure patients with private health
insurance receive the brochure; provide
information and explanation as required.
Communicating with
patients/families/carers and staff to
ensure completion of relevant paperwork
to process PHI claims. Processing all
private patient PHI documentation and by
end of month ensuring finance have this
information.
Distribution of mail and provides office
support such as photocopying and
scanning
Order and maintain stationery supplies at
appropriate levels, including regular
review of usage and requirements to
ensure resources are managed wisely.
Enter KRONOS rosters for Medical Staff,
liaising with pay office as necessary and
following up missing information.
Provide training to new or relief staff so
that they are familiar with the
administrative systems of the Service.
Provide relief receptionist services
Provide relief for other administrative staff
in the inpatient Unit and other units as
required, including duties of
Administrative Coordinator.
Capability
Outcomes
Responsibilities
Capability
Outcomes
Medical staff administration
Mission in Action

Ensure new medical staff are welcomed
and oriented– completing paperwork on
recruitment (and departure), organising
various resources (eg: access cards, ID
badges etc), booking into relevant
training/education
Booking flights/accommodation for
medical staff taking TESL for
education/conferences
Providing Leadership
 Complies with all HammondCare policies
and procedures.
2.0


Working Effectively
with Others

Delivering Results
Demonstrates
Excellence in Work

Adapting Approaches


3.0
Continuous improvement
 Identify ways to improve processes so that
administrative systems are more efficient
and effective.
 Trouble shooting problems – identify and
report problems and find ways to solve
them to ensure the services has smooth
administrative systems.
 Actively participate in a range of personal
development activities to ensure access to
the most current information and
processes in relation to service provision.
Mission in Action

Working Effectively
with Others

Demonstrates
Excellence in Work

Adapting Approaches
Provides professional
office support to the
Clinical Unit, and the
Nursing Unit Manager.
Patient admission and
election procedures
conform to the National
Standards for Electronic
Medical Records (eMR).
Regular liaison with
patients, staff, relatives
and visitors and
effective and timely
communication is
maintained.
Patient medical records
for admission, as well as
those on transfer /
separation from the
service are effectively
maintained.
Patient bookings are
made in a timely
manner.
Receive positive
feedback from clients
and staff
Transferring phone calls
to the most suitable
person.
Follows through and
ensures everyone is
cared for.
Responsibilities
Capability
Outcomes
4.0
Mission in Action

Working Effectively
with Others

Concierge service
Acknowledge people

Look up, smile, be calm and indicate that
you are ready to serve
Meet and greet
 Greet the person, say something like
Welcome to HammondCare XX Hospital
and identify how you can serve them.
 Base how you greet them by observing
behaviour.
 Triage needs
o
Simple enquiry that you can deal with
straight away
o
More involved enquiry, take more
time to get the right information
o
Complex enquiry, enlist others to
address the enquiry
Engage with each person
 Be genuinely interested in each person.
 Listen first to fully understand
 Use suitable body language and voice –
stand up to greet visitors, eye contact,
suitable voice tone and volume, pauses,
speed of speech. Match body language to
each person.
 ‘Less is more’ – no need to justify why
someone needs to wait or leave a
message.
 Have consistent words and body
language
 If someone is not happy, empathise, be
polite and listen to understand concerns.
Be resourceful to meet needs
 Ensure patients and visitors understand
that we will do everything to serve them
and meet their needs.
o Know key people to call to get further
information
o Access patient lists so knows who is
coming for appointments and who is an
inpatient
o Use technology to be efficient
o Understand HC services and ‘who
does what’ in the hospital
 Language used is positive – patients and
visitors make enquiries, have a concern or
query. Not issues, problems, complaints
etc)
Demonstrates
Excellence in Work
Adapting Approaches
Receives positive
feedback from clients
and staff
Transfers phone calls to
the most suitable
person.
Follows through and
ensures everyone is
cared for.
Responsibilities
Capability
Outcomes
Serve each other
 Share workload and support each other to
meet the needs of our patients and
visitors.
 Everyone is responsible
 If someone looks lost or unattended,
initiate communication
Follow-up and reconnect
 Ensure that no one is forgotten, if they are
waiting they are kept informed of progress
until enquiry is complete.
Farewell and return of service
“Thanks Mr X, see you next time”
Please note that responsibilities may vary at the discretion of the Manager to meet changing organisational
needs. The employee will be notified of changes in their responsibilities however, they will not be required to
sign an updated role description unless their role is significantly revised.
Capabilities for the Role – Work Steam A
Capability
Mission in
Action – Live the
Mission
Providing
Leadership
Working
Effectively with
Others
Delivering
Results
Description
Behavioural Indicators Work Stream A
Align with HammondCare culture and values, and shape the
culture by demonstrating the Mission in action – Serving Others
and Working Together.
Demonstrates a strong understanding of the HC Mission, Motivation and Mission in
Action and ensures that judgements, decisions and actions are aligned.
Lead self and others by seeking feedback and taking
responsibility for personal and professional development.
Empower others to develop the 6 capabilities to meet
HammondCare’s future directions.
Serves as a role model that other people want to follow.
Commits to continuous development.
Motivates oneself.
Facilitates the improved performance of others by providing advice and guidance.
Serve people with passion, working together to focus on the
needs of those we serve. Being deliberate about
communication to engage others and achieve outcomes.
Proactively partner and collaborate across teams and portfolios.
Demonstrate self-awareness and motivation, and help others
develop greater self-awareness.
Ensures the primary focus is on the needs of the people we serve. Seeks to see
things from their point of view.
Relates well, acts professionally and actively participates as a member of a team
(includes everyone you work with and serve) and contributes to improving quality of life
for those you serve.
Has self-awareness; is open to feedback and seeks to understand how your actions
and behaviours impact on others.
Perform the requirements of the role well and ensure role
expectations and objectives are met. Solve problems
effectively, ensuring that issues are fully understood. Manage
performance and evaluate outcomes.
Achieves day-to-day responsibilities and meets expectations. Recognises the activities
needed to get things done.
Completes role responsibilities without close supervision.
Uses skills and knowledge to make effective decisions ensuring that issues are fully
understood; options explored and others are consulted.
Follow HammondCare’s mission and apply evidence based
practice to the way you work.
Uses knowledge and skills to perform your role at the standard HC expects and follows
through on tasks to completion.
Implements HC policies and procedures relevant to your role.
Actively seeks improved work methods.
Safeguards and maintains the organisations financial, physical and intellectual assets
within scope of role.
Adapt to changing circumstances and perform role effectively in
an environment of ambiguity and complexity. Embrace
innovation by recognising situations or conditions where change
is needed and influence others to improve.
Re-prioritises work to meet changing needs.
Proactively asks questions to clarify issues where there is uncertainty.
Is flexible and open to change.
Identify opportunities to improve the way you work.
Demonstrates
Excellence in
Work
Adapting
Approaches
5.
HammondCare’s ‘Motivation, Mission and Mission in Action’