Position Description

Position Title Scheduler / Administration Support

Service Group Medical Services

Team Scheduling / Administration

Reports to Team Leader (Scheduling), Medical Services

Direct Reports

Authority Level

Issue Date May 2020

Approved By

The Bay of Plenty District Health Board The District Health Board’s fundamental purpose is to work within the resources allocated to it, to improve, promote and protect the health of the whole population within its district, and to promote the independence of people with disabilities. Vision: Healthy, thriving communities. Mission: Enabling communities to achieve Our Values: Compassion, All-one-team, Responsive, Excellence

The Bay of Plenty District Health Board (BOPDHB) is committed to the Treaty of Waitangi principles of Partnership, Participation and Protection, and to meaningful engagement in decision-making with Tangata Whenua at strategic, operational and service levels. Delivering this commitment is through: the implementation of our He Pou Oranga Tangata Whenua Determinants of Health framework: respect for and promotion of our Kawa and Tikanga Māori; ensuring cultural safety; seeking to eliminate disparities in health between Māori and Non Māori. All staff have a part to play in this commitment. Primary Purpose This role contributes to the delivery of excellent administration and scheduling services for people receiving treatment and care within the Medical Service.

Key Accountability– Administration / Scheduling Medical Services

Jobholder is accountable for: Jobholder demonstrates achievement by:

Key Areas Of

Responsibility Expected Outcomes Performance Measures

1 Customer Service

Provides a welcome

and courteous service

to patients and their

families

Establishes good

interpersonal relationships

with service users.

Maintains confidentiality in

accordance with the Privacy

Act.

Ensures office environment is

maintained in a professional

manner.

Shows an awareness of the

needs of patients, families

and staff in times of stress

and responds warmly and

sensitively.

Answers incoming calls

promptly in a polite and

helpful manner.

Relays messages accurately

and promptly.

Provides general assistance

and information to patients,

their families, clinical and

clerical staff.

Patient and family feedback around

access to the service is positive.

Patient centred scheduling processes

are evident within scheduling.

2. Waiting List

Management

Provides a competent

clerical service to the

Medical Service

Waiting list for referrals is

managed and Wait List

accurately reflects true status.

Waiting list management process is

meets MOH guidelines for FSA, FU

and Treatment lists (where applicable)

3. Referrals

Receive entered referrals

from Regional Referral centre

for grading.

Return graded referrals to

Regional Referral Centre for

processing.

Maintain an appropriate filing

system for referrals awaiting

appointment.

Referrals distributed promptly for

grading and followed up if not

completed.

All referrals are graded within 10 days

of receipt.

Referrals returned to Referral Centre

in a timely manner.

Hard copy of referral able to be

located easily for appointing/reference.

No complaints from users.

4. Manages booking of

assigned Outpatient

Clinics

Clinics are fully booked and

patients notified of

appointment time two weeks

prior to appointment.

Sends reminder

communication as required.

Monitors diagnostic review

clinics and holding clinics to

ensure patients are seen in a

timely manner.

Monitors confirmation reports

and ensures cancellation slots

are filled.

No scheduled gaps in clinics, with

clinics well utilised

Contributes to decreased DNA rates.

5. Medical Information

Medical records requested by

clinical staff are retrieved

/sent promptly.

Medical records are available if

requested.

6. Teamwork

Demonstrates responsibility

and commitment to Medical

Services.

Presents an image that

demonstrates competency

and professionalism to

patients, families and other

Actively contributes to the Medical

Administration Team culture and work

place environment.

Service improvement issues are

identified and escalated to line

manager and service leadership.

team members.

Undertakes additional tasks

as required to support team

members and service

delivery.

Takes responsibility for

delegated tasks, seeking

guidance if required.

Provides cover for other team

members for sick and annual

leave purposes if possible.

Provides input in training and

support of relievers.

Contributes to continuous system

improvement.

Demonstrates willingness and

helpfulness in supporting all members

of the service team and wider

organisation.

Maintains a desk file and task list for

own role; accesses desk files and

processes to support other team

members.

7. Clerical Support

tasks

Orders stationery/stores to

ensure minimum stock levels

are maintained as required.

Registers maintenance

requests.

Photocopying/faxing as

required.

Mail incoming/outgoing sorted

and distributed promptly and

efficiently.

Ensures all office equipment

is maintained to an efficient

working standard.

Stationery supplies sufficient to

maintain department operation.

Office equipment in good working

order.

This section may be stapled directly into the Performance Development forms (Part 1 – Expected Results)

This position description is not exhaustive and the incumbent may be requested to perform

any reasonable task within the scope of the position as requested by the Line Manager.

This position description will be reviewed from time to time in consultation with the

incumbent. The key performance indicators are a guide only and the relevant indicators

should be agreed at annual performance appraisal

Key Relationships

Internal External

Scheduler Team Leader

Co-ordinator

Cluster Leaders

Clinical leads within department / service - Head of Department and Clinical Nurse Manager

SMO’s and RMO’s

Specialty Nurses

Outpatients Department

Other Administration Teams

Allied Health Professionals

Medical Leader

Patients

Key Community Stakeholders

Person Specification

Essential Desirable

Experience Clerical / administrative / scheduling experience

Excellent computer and word processing skills including – Word, Excel, WebPAS, CHIP, CIDA

Able to communicate effectively with a wide range of people

Understanding of the health system

Attributes Patient care focused – right care to the right person in the right time.

Demonstrates solution focused approach to challenges

Attention to detail and able to develop/ improve processes

Friendly and able to communicate with a wide range of patients, families and staff

Able to remain calm when faced with distressed or anxious patients, families or

staff.

Values Demonstrates behaviours consistent with the BOPDHB values.

You agree to demonstrate flexibility and a willingness to perform a variety of tasks to promote and support BOPDHB initiatives. You are required to meet the Health and Safety at Work Act 2015 requirements as set out in the BOPDHB Health and Safety policies and protocols. This includes completing successfully any health and safety training provided by the BOPDHB. You are required to maintain a standard of health which will allow for the performance of all

duties and functions of the position. All BOPDHB sites are smokefree environments.

Vulnerable Children Act 2014 Due to this position having contact with children and the BOPDHB’s commitment to child protection, you will be subject to ‘safety checks’ under the Vulnerable Children Act at the time of hire and thereafter as per the relevant legislation.

Position Holders Declaration I certify that I have read, understand, and agree to this position description.

Name: __________________________________________________

Signature: __________________________________________________

Date: __________________________________________________