Description:
The Administration Manager (AM) is responsible for coordinating the day-to-day reception and administration operations of the practice, to deliver exceptional service to patients and families attending the practice. Key to achieving this is understanding and meeting the expectations and needs of the General Practitioners and other health care providers. The person fulfilling this role works closely with the Practice Manager to ensure the best possible experience is provided by the practice to their patients and families.
KEY RESPONSIBILITIES
- Aligning daily operations with strategic goals, managing clinical activities, optimizing staff schedules, and ensuring efficient workflow while addressing healthcare providers' needs and respecting patient time.
- Collaborating with the team to ensure a positive experience for patients, families, and clinicians, providing consistent support, leading meetings, addressing challenges, promoting team well-being, and supervising training and development.
- Understanding and maintaining electronic systems, utilizing Best Practice to its full potential, troubleshooting IT issues, and identifying opportunities to improve systems and processes with team input.
- Implementing the Practice's Marketing & Communications plan, managing social media, promoting the Practice professionally, handling patient interactions positively, addressing negative encounters, and supporting promotional activities and events.
- Exceeding patient expectations by anticipating needs, providing administrative support to the clinical team, managing patient information, triaging appointments, addressing patient suggestions, and ensuring clear communication and support for the team.
- Identifying and addressing safety risks, enhancing patient experience, responding to feedback, managing incident reports, improving systems and communication, contributing to quality improvement and accreditation, implementing infection control policies, and ensuring compliance with practice policies and procedures.
THE IDEAL CANDIDATE
The successful candidate should be able to connect with people of all ages and backgrounds, demonstrate leadership by mentoring and training less experienced staff, and work both independently and as part of a team.
They should have a passion for exceptional customer care, a willingness to take on new challenges, and excellent time management and organizational skills with attention to detail.
A strong work ethic, self-motivation, and proactivity are essential, along with flexibility in working hours, including covering leave. The ability to handle complex patient situations and diffuse conflicts is integral to this position.
You must also be a permanent residence of Australia, and be fully immunised against Covid 19 and must be willing to comply with any ongoing State or Federal health mandates for healthcare workers.
SELECTION CRITERIA
- At least 2 years’ experience in administration, ideally in medical or allied health.
- Preferably experienced working in General Practice, utilizing Best Practice and HotDoc.
- Demonstrated patient focused approach with genuine empathy and interest in Primary Healthcare.
- Excellent organisational and time management skills and a proven ability to work in a busy and demanding environment.
- Skilled communicator, written and verbal.
- Demonstrated ability to work as part of a cohesive team.
- Demonstrated ability to work independently and demonstrate initiative and problem-solving skills.
- Strong IT skills and the ability to make good use of technology for efficiency and service.
- Commitment to ongoing learning and a willingness to undertake professional development to meet the needs of the Practice.
- Adaptability and flexibility, together with a willingness to embrace change.
- Well presented, friendly, courteous, and obliging, representing the Practice in a confident and positive manner always.
- Demonstrated diligence, honesty, and integrity in all areas
- Ability to role model expected behaviours and presentation
- Ability to convey empathy and understanding to all stakeholders of the business
- Delegation and prioritization of tasks and responsibilities
SPECIFIC TASKS
- Supervision of the reception/admin team – ensure the team works harmoniously and leads by example.
- Be available to answer questions for the reception team, aid in tasks and cover when necessary.
- Undertake ad-hoc projects set by the Practice Manager, such as training new staff, implementing new policies and improvements in practice workflow.
- Create rosters and organise leave cover.
- Monitor compliance with practice policies and procedures.
- Undertake stocktaking of office and admin supplies, order and re-stock supplies.
- Identify and resolve Medicare rejections and teach other admin staff correct billing practice.
- Independently troubleshoot and resolve issues that arise in practice.
- De-escalating issues, knowing when to escalate complaints as appropriate, and reporting into risk management software.
- Composing agendas and presenting staff and management meetings.
- Regular review of administration teams’ performance and implementing change or additional training if required.
- Identifying, analysing and drawing conclusions from billing and appointment data trends.
- Manage patient and third-party outstanding debt
- Register and monitor registration of MyMedicare applications.
- Monitor HotDoc information, ensuring sidebar is attended to, and practitioner profiles are up-to-date.
- Assist the Practice Manager with preparation for AGPAL accreditation ensure all standards are meet and complied with at all times.
- Complete end-of-day reconciliations (Eftpos, credit card and cash)
- Scanning, faxing, emailing documents and producing certificates.
- Manage appointment bookings and a high volume of phone calls.
- Undertake light office cleaning duties.
- Other duties as directed