MERCY HEALTH
POSITION DESCRIPTION
Receptionist / Administration Officer
Core Mercy Values:
Position title:
Compassion, Hospitality, Respect, Innovation, Stewardship, Teamwork
Employee name:
Receptionist / Administration Officer
Entity/Group:
Business Unit/Department:
Mercy Health Western Australia
Mercy Place Mont Clare
Position reports to:
Facility Manager
Position Purpose:
September 2014
Positions reporting to
Nil
this one:
The Receptionist / Administration Officer is responsible and accountable for the day to day activities of
the Mont Clare facility, ensuring Mercy Health is represented professionally at all times and efficient
and customer focused reception and administrative are provided to residents, visitors and staff.
The services provided must be of the highest quality whilst maintaining optimal efficiency and cost
effectiveness. The incumbent will be committed to aged care and be thoroughly conversant with
customer service within an aged care setting, having the capacity to support the Facility Manager and
staff.
Qualifications:
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Resource management:
Total staff management (FTE):
Annual Operating Expenditure:
Annual Capital Expenditure:
Mercy Health
Date:
Previous experience in busy reception/ administration multi-faceted role.
Strong leadership ability and strong MS Office skills.
Excellent customer service skills including presentation, communication and values.
Strong interpersonal and communication skills, verbal and written
Not applicable
Receptionist / Administration Officer
Mandatory Organisational
Competencies Required
 Orientation
 Diversity & Equity
 Emergency Procedures
 Work Health & Safety
 Infection Control
 Complaints Management
 Elder Abuse
Personal Competencies Required
 Highly organised with attention to detail.
 Strong interpersonal skills, communication,
and the ability to listen and learn
 Ability to work effectively as part of a team
 A positive and innovative approach to work
 Demonstrated understanding of the links
between the values and mission of the
organisation and the facility service delivery
 Acts with honesty and integrity at all times
 Respects the dignity and privacy of residents
and keeps confidential information secure
 Promotes a positive culture
 Ensures at all times, as much as is
practicable, a safe working environment
Job Competencies Required
 High level secretarial and receptionist
skills.
 Excellent time management skills and
ability to manage conflicting priorities.
 Ability to prioritise work and negotiate
with stakeholders to achieve outcomes.
 Customer service focused.
 Anticipates issues and acts to control
them.
 Knowledge of the OH&S Act and its
practical application.
 High level computer skills (MS Outlook,
Word, Excel).
 Basic understanding of payroll
processing and basic book-keeping.
 Review relevant work practices to
ensure work is performed in a safe
manner.
 Effective verbal and written
communication skills.
Key Result Areas
MERCY VALUES
Demonstrates and upholds the Values
and Mission of Mercy Aged Care
Key Activities
Standard Measures
 Ensure the values of Mercy Aged Care are
incorporated into daily practices in relation to
all activities.
 Be compassionate and provide support
to staff and customers.
 Consistently shows respect and values
each person’s dignity
 Seeks opportunities to be innovative for
improvement
 Is accountable for a high standard of
care
Mercy Health
Receptionist / Administration Officer
Key Result Areas
Key Activities
Standard Measures
 Communicates and operates openly and
honestly as an effective team member
PHILOSOPHY OF AGED CARE
Demonstrates and upholds Mercy
Health’s Philosophy of Aged Care
 By respecting each person we care for in
these ways we aspire to provide them with
the opportunity to have the best day
possible, each and every day.
 Value each person and their life story
knowing this is what makes them who
they are today
 Welcome people into a home like
environment where they feel safe,
comfortable and valued
 Partner with residents and families to
nurture individual health, emotional,
social and spiritual wellbeing
 Encourage independence and support
people to live their lives to their fullest
potential.
TEAM WORK
Be a proactive team member within all
areas of the facility
 Maintains a positive attitude towards the
team members and organisation
 Provides support and assistance in all areas
of the facility, where needed
 Supports senior staff members in
maintaining department activities
 Displays flexibility in regards to rostering
arrangements
 Displays knowledge of current discrimination
harassment and bullying policies and
procedures
 Maintain a strong team approach
 Contributes to a fair and equitable roster
system
 Promotes a harmonious working
environment complying with
discrimination, harassment and bullying
policies and procedures
 Provides support to care staff as
required
 Encourages a positive team spirit with the
intention of promoting high staff morale
COMMUNICATION
Ensures effective lines of communication
are maintained
Mercy Health
 Communicates openly and honestly as an
effective team member
 Maintains strong communication links with all
support services to provide optimal resident
care
 Promotes behaviours that reflect the
Mercy values & resolve conflict as
required
 Contributes to nursing home operation
through participation in staff meetings
Receptionist / Administration Officer
Key Result Areas
Key Activities
 Demonstrates awareness of the facility
needs within the broader Mercy Health
context
 Documentation provides an accurate and
objective account of the residents’ period in
the facility
 Restricts discussion of resident information
to “private“ areas
 Evidence of a culture with open and
transparent communication
 Approaches conflict openly using a problem
solving approach
Standard Measures
 Establishes effective and appropriate
patterns of communication with
residents, families, colleagues and
management
 Practices effective communication at all
levels by developing formal & informal
networks within the resident care area
and related health services in order to
co-ordinate resident care
 Assist to ensure ACFI (Aged Care
Funding Instruments) requirements are
met
 Competent and gentle when dealing with
residents and their care needs.
PROFESSIONAL DEVELOPMENT
Promotes professional development of
self and colleagues.
 Participates in the performance evaluation
processes annually
 Demonstrates commitment to education
within the home
 Completes mandatory education
competencies
 Readily shares knowledge and skills and
offers support to colleagues
 Actively participates in orientation of new
staff
 Consistently undertakes development
activities that demonstrates a
commitment to own professional
development
 Attendance and participation in
education provided by Mercy Health
 Achievement of satisfactory
performance appraisal
CONTINUOUS IMPROVEMENT
Maintains a high standard of care by
promoting quality improvement
programs.
Mercy Health
 Initiates and actively participates in activities
to improve standards within all areas of the
facility
 Fosters and contributes to an
environment of continuous improvement
as part of everyday practice
 Participates and supports staff in the ongoing
development of practice standards, policies
and procedures and protocols
 Demonstrates an understanding and
contributes to the Aged Care
Accreditation activities
Receptionist / Administration Officer
Key Result Areas
Key Activities
 Ensures minimum standards in relation to
Guidelines for Residential Aged care
Services and OH&S Legislation are met.
 Actively participates in quality
improvement activities
 Assists with updating and evaluating the
local administration services policies and
procedures.
 Evidence of system improvements in
administration and reception
 Initiates, identifies and supports quality
improvement activities
SAFE ENVIRONMENT
Promotes a safe work environment
supporting OH&S and Infection Control
practices and policies
 Identifies reports and minimises hazards,
near misses and injuries immediately and
records on an incident form
 Maintains knowledge of all emergency
procedures and participates in disaster
planning exercises as required
 Maintains an up to date knowledge of the
operation, care and maintenance of all
equipment in their use
 Identifies and reports any potential breaches
of OH&S
 Annual attendance at fire, disaster and
emergency response training
 Assists management in ensuring all
appropriate actions are taken to implement
OH&S policy, procedures and legislative
requirements
 Is responsible for personal adherence to and
encourages others in their adherence to
Standard Precautions relating to Infection
Control
Mercy Health
Standard Measures
 Compliance with minimum standards
 Provides copies of audit tools to care
staff and undertakes data entry
 Comply with risk management policies
and procedures
 Demonstrates an understanding and
knowledge of safe work practices and
emergency procedures
 Reports hazards, near misses and
injuries immediately
 Demonstrates an understanding of
incident reporting procedures and follow
up as required
 Is conversant with and responds to the
action required in the event of either an
internal or external emergency situation
 Actively ensures the physical
environment of the patient care area is
safe and pleasant
 Attendance at all safety meetings and
training sessions
Receptionist / Administration Officer
Key Result Areas
CUSTOMER FOCUS
Ensure all services and practices are
delivered with strong focus in individual
resident needs
Key Activities
Standard Measures
 Effectively communicates with residents
and/or their representatives and care staff in
relation to meals, laundry and cleaning
requirements
 Meets resident needs and wants on an
ongoing basis in relation to meals,
laundry and cleaning requirements
 Implements a service culture and ensures
own service commitments are met
 Residents, staff and other customer’s
needs are considered
 Supports the delivery of services to residents
 Responds to residents, families and
other stakeholders in a timely manner
 Facilitates communication with residents
and/or their representatives and staff in
relation to office administration requirements
 Meets the needs of the organisation and
residents in relation to administration
requirements
 High level of customer satisfaction
regarding Administration and Reception
Services
RESIDENT FOCUSED
 Promotes a resident focused approach in all
activities and behaviours
 Involves the resident as necessary
 See the resident as a person and treats the
resident as an individual
 Ensures resident confidentiality is
maintained at all times
ADMINISTRATION
 Be the first point of contact by greeting
residents and visitors and answering the
telephone ensuring enquiries are answered
or directed promptly
 Review waiting lists and send update letters
to potential new residents
 Transcribe, edit, input and maintain records
 Prepare correspondence
 Complete photocopying, filing, scanning
 Document and data control, including
archiving of superseded documents
Mercy Health
 All documents utilise a language that
reflects a strong care first and resident
focused approach
 Residents articulate that they feel they
are the focus of care and are highly
satisfied with the care provided
 Direct administration support to
managers in a timely, efficient and
accurate manner
 Effective management of telephone calls
/ queries ie appropriately and in a timely
manner
 Exceptional responsiveness of
administrative services
 Efficient and effective maintenance of
the document and data control system
Receptionist / Administration Officer
Key Result Areas
Key Activities
Standard Measures
 Establishment and ongoing maintenance of a
central filing system including ACFI files
 Assist in the preparation of rosters, allocation
sheets, staff illness register, menus etc
 Filling of rosters according to guidelines,
make telephone calls to fill gaps in rosters
 Assist with the new starter process, including
compiling orientation packs for staff
 Prepare packs for new and prospective
residents
 Complete monthly audit reports as required.
 Monitoring and allocating staff for training
and maintaining training matrix
 Entering residents details into Autumn Care,
including scanning in medical documents,
specialists reports, creating new residents
files/labels
 Maintaining Regulatory Compliance records
(Staff Visas, Police Clearance)
 Assist the Facility Manager as required
FINANCIAL MANAGEMENT
 Orientate new staff and be a key user for the
automated payroll system
 Efficient and effective assistance in
payroll processing
 Address resident/relative queries regarding
finances
 Accurate maintenance of petty cash
 Petty cash processing
 Resident satisfaction with financial
information/management
 Preparation and allocation of accounts
payable
 Efficient and effective maintenance of
information systems
 Input of data and printing of forms using the
Resident Information System
STOCK CONTROL
Mercy Health
 Monitors the quality and quantity of office
administration equipment and records
 Adequate supplies of stock and
equipment
Receptionist / Administration Officer
Key Result Areas
Key Activities
Standard Measures
damaged and replacement requirements
 Staff report satisfaction with stock levels
 Ordering office supplies
 Compliance with budget
 Recording, receipt and distribution of office
supplies to all services
 Follows purchase and procurement
procedures as directed by care manager
 Ensures office administration equipment is
maintained in accordance with OH&S
requirements and manufactures guidelines
 Submits recommendations for equipment
upgrading and replacement by management
Employee’s Signature:
Date:
Print Name:
Mercy Health
Receptionist / Administration Officer