Room 5 - The Jean Hailes Foundation

Position Description
Title:
Medical Reception Supervisor/Manager
Department
Jean Hailes Medical Centre
Reports to
Practice Manager
Direct Reports
Reception staff
Role Purpose
To ensure effective administration systems, communication
mechanisms and procedures are in place to support the work of the
practice and to ensure the delivery of high quality administration
service is provided on a daily basis to internal and external
stakeholders and staff.
About the Company
Jean Hailes for Women’s Health is a not-for-profit organisation
recognised in Australia and overseas as a leader in women’s health.
Its primary focus is the health and wellbeing of all Australian women.
Jean Hailes has 4 main business units including Research,
Translation and Education and the Medical Centre. Jean Hailes is
governed by an independent Board of Directors.
About the Department
Conditions of
Employment
Jean Hailes runs Medical Centres for Women. The main clinics are
based in East Melbourne and Clayton. The Clinics specialities
include Gynaecology, Endocrinology, Specialist Women’s Health
GPs and Allied Health.
Physical Demands and Work Environment
This position is based in an office environment. Most work will be
required within normal business hours (Monday - Friday, 8:00am 5.30pm). Work outside normal business hours may be required on
occasion. The incumbent will be expected to negotiate flexible work
hours with their manager to compensate for additional work
commitments.
Some minor carrying and lifting may be required.
Prior to any person being appointed to this position it will be required
that they disclose full details of any pre-existing injuries or medical
conditions that might be affected by employment in this position.
A National Police Check is required.
Major Responsibilities
Provision of Medical
Reception duties
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Develop organisation capability around providing exceptional
customer service to internal and external stakeholders at all
times.
To ensure that the receptions are adequately staffed and
undertake reception duties in accordance with established
procedures
Ensure strict adherence to the practice’s computer security
protocols
Deal with all requests made by patients or third parties to ensure
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policies are adhered to and patient confidentiality is maintained.
Pursue outstanding fees
To undertake other duties as required from time to time by the
Practice Manager, Nurses and Doctors.
Knowledge of occupational health and safety principles including
infection control.
Consistently be aware of OHS requirements and comply with
them.
Maintain Medical
Centre Environment
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Maintain a tidy and safe workplace for stakeholders and staff.
Maintain reception area in a tidy and welcoming manner.
General housekeeping such as tidying and cleaning of waiting
room etc. when necessary.
Patient and business
confidentiality
Team Participation
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Maintain strict confidentiality and discretion at all times.
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Actively participate in meetings and in services appropriate to the
function and purpose of this position.
Display adaptable, “can do” attitude when dealing with competing
demands.
Effectively communicate with all stakeholders to ensure aligned
and coordinated projects.
Employees are required to comply and work within all relevant
Jean Hailes policy, procedures and values.
Other duties as directed by the Practice Manager or other Senior
Manager.
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Managerial
responsibilities
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Leadership
responsibilities
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Line management of the reception staff team
Arrange staff meetings and take and provide meeting notes as
necessary.
Responsible for updating, as necessary, the Policies and
Procedures files as directed by the Practice Manager.
Deputise for the Practice Manager during his/her absence and
attend meetings with or in place of the manager as necessary.
To support staff through conflict resolution, effective time
management, workload prioritisation and individual staff
development.
Work with the Practice Manager to identify the ongoing needs of
staff.
Monitor and evaluate staff performance through frequent contact
with staff to ensure staff implement decisions and work with the
practice’s policies, procedures and strategic planning.
Responsible for the management of all internal stationery and
supplies.
Ensure that complaints from patients are brought to the attention
of the Practice Manager.
Provide accurate reports as required to the Practice Manager and
to the Finance Department.
Be responsible for the induction, training supervision and
delegation of duties for staff based at the Clinics.
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Assist with the development of training protocols.
Compilation of a staff duty roster and arrangements for
appropriate cover during staff absence.
Promote good staff relations and motivation and act as the first
line manager in the investigation of grievances.
Identification of staff training needs. Participate in the delivery of
in-house training and assist with the facilitation of external
training.
Co-ordinate activities within the reception area. Analyse existing
work practices and suggest/implement alterations designed to
ensure efficient service delivery to patients.
Assist with the annual reviews of staff based in the Clinics.
Be involved in the recruitment and selection process for
vacancies which occur at the Clinics.
To allocate workloads to meet deadlines.
To work unsupervised and use own initiative to effectively
organize own work and that of the receptionists .
To facilitate effective communication mechanisms with internal
and external stakeholders, either face to face, over the
telephone, in writing or by electronic mediums.
Key Relationships
Internal
Clinic staff
Clinicians
Practice Manager
Education and Translation staff
Media and Communications staff
Senior Leadership Team
External
Stakeholders
Referring Practitioners
Pathology Services
Other Medical Services
Suppliers
Success Measures
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Management of all reception staff to ensure the provision of high quality service to
internal and external stakeholders.
Work within a provided budget.
Deliver accurate reports on time as required.
KEY SELECTION CRITERIA
Qualifications and experience
Experience in all aspects of Medical Reception including the management of staff and internal
and external stakeholders.
Skills and Competencies
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Essential:
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Previous experience in medical reception
Ability to manage internal and external stakeholders and staff
Ability to function as an active team member.
Display a positive attitude, continual willingness to learn and contribute
to improving clinic processes
Well-developed communication skills
Ability to liaise effectively with people from all backgrounds
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Maintain awareness of current OH&S requirements and comply with
them at all times.
Well-developed time management and prioritisation skills including
ability to manage multiple and competing demands.
Maintain a “no blame workplace” attitude.
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Microsoft Excel level 2
Microsoft Word level 2
Basic IT knowledge
Financial management and reporting experience
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Desirable:
Date
Employee Name
Employee
Signature
Manager
Signature
Date
Manager Name
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Updated March 2015