POSITION DESCRIPTION

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developing, implementing and enhancing best practice administration systems and practices. ... Major Action: Management
POSITION DESCRIPTION …A statement of major accountability areas

Position Details Position Title

Administration Coordinator

Division

Operations

Department

Operations Support

Unit

Administration

Reports to

Chief Operating Officer

Organisation True Purpose Pacific Smiles Group is committed to the improvement of the dental health of ALL Australians to world’s best. We recognise that dental health is essential for whole-of-body health and that deterioration in dental health is almost entirely preventable with healthy eating, twice daily brushing, flossing and regular visits to the dentist. We expand our network, develop our people and enhance our systems and services to fulfil our True Purpose. Organisation Charter Pacific Smiles Group has grown to be Australia’s largest branded dental network. Key to our success has been a winning organisational culture aligned to our SMILES values of Service, Mutual Respect, Integrity, Learning, Energy and Safety. Pacific Smiles provides Dentists with fully serviced and equipped facilities including support staff, materials, marketing and administrative services. Summary of Position This position is responsible for the management and transactional maintenance of Practice Management Software system (Dental 4 Windows), Patient Administration System/s, subsequent audit and reporting requirements. The role also has oversight of the administration support team which is responsible for developing, implementing and enhancing best practice administration systems and practices. Major Accountability Areas Major Action: Management of Practice Management Software Description of Major Action(s): 

Act as a subject matter expert on the Practice Management Software system, liaise with software providers (Practice Management System) when necessary, and ensure system is functioning as required.



Act as first point of contact for matters requiring escalation from Centres relating to the Patient Management System.



Database management - accessibility for new centres, maintain access and profiles for users (staff and practitioners), ensure integrity of fee tables, item numbers and similar group system administration tasks.



Carry out all centralised transactional work for in Practice Management Software, such as accounts, banking and receipt corrections, refunds, over-rides, corrections, new user administration (amongst others).



Development / maintenance of internal user guides as to the functionality of the Patient Management System.

Expected results: Page 1 of 3 Ver 1.0 : 12 May 2017 Warning – Printed copies of this Position Descrption are ‘uncontrolled’ and may not be the most recent version. Current versions are available from the P&C Department.

POSITION DESCRIPTION …A statement of major accountability areas



All centres are working on the same version of the database and using consistently.



Database is accessible to new centres four weeks prior to centre opening.



Preferred provider agreement fees are updated prior to 1 April when changes take effect annually.



Database for new centres available four weeks prior to centre opening.



Concise and clear guidelines available for all levels of users of the Patient Management System.

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Major Action: Management of Patient Administration Team and Tasks Description of Major Action(s): 

Manage a small team and co-ordinate all centre centralised administration tasks.



Ensure routine patient communications both pre and post appointment are systematically delivered on a timely and consistent basis. These would include but not limited to; preventative care reminders, new patient welcome letters, patient privacy, marketing “unsubscriptions”, return to sender patient communications, updating new Centres, and similar.



Ensure that patient information is maintained to enable communications are in preferred formats and opt outs are actioned.



Manage relationship/s with third party providers responsible for deploying electronic patient communication.

Expected results: 

Patients preferences are adhered to.



Patient correspondence is delivered and actioned where necessary in a timely manner.

Major Action: Management of Internal Administration Systems and Reporting Description of Major Action(s): 

Ensure currency of Intranet content (uploading of administration policies and procedures, adding new employees with specialised access).



Manage direct debit and other patient finance procedures.



Update administration policies and procedures as required.



Management of debtors, refunds, online bookings, HiCaps relationship, Velocity FF program, and similar.



Administration of operational instructions for marketing campaigns.



Act as point of contact for electronic payment systems eg: HICAPS.



Induct and train new employees or team members.



Prepare accurate monthly performance reports, and ad hoc reports as requested, for Regional Managers or other stakeholders.



Coordinate internal audits and reviews on processes as necessary. This may include coordination and education of field based staff to conduct these reviews.

Expected results:  

Best practice is implemented for all centres and clear gudelines are accessible by centre staff in following best practice guidelines. Assist in preparation of an annual draft budget for the administration and patient activities, management systems or updates. Page 2 of 3

Ver 1.0 : 12 May 2017 Warning – Printed copies of this Position Descrption are ‘uncontrolled’ and may not be the most recent version. Current versions are available from the P&C Department.

POSITION DESCRIPTION …A statement of major accountability areas



Monitor performance against budget forecasts on a monthly basis and ensure the team operates in accordance with the budget



Accurate and ontime reporting as per reporting schedule.



Record and report on qualitative and quantitative statistics / metrics of Centre and business administrative performace in a systematic way.

Workplace Health & Safety (WH&S)  Work safely at all times to protect your own health and safety and so as to not adversely affect the health and safety of other persons.  Cooperate with all safety policies and procedures and follow all applicable safe work methods.  Use equipment provided, including personal protective equipment, safely and in the way it is required to be used.  Look for hazards in the workplace, take steps to make the workplace safe and report the hazard to a manager.  Report any work-related injuries or illnesses promptly to a manager. Qualifications, Skills and experience required for this position Essential:  Ability to work in a high work volume, fast paced, changing environment .  Excellent time management skills with proven ability to set priorities, plan workloads and meet deadlines.  Exceptional interpersonal, written and verbal skills with high degree of accuracy and attention to detail.  Indepth understanding of customer expectations and a demonstrated commitment to consistent delivery of outstanding quality service.  Ability to work as an individual, as part of a team, and across all levels of the business hierarchy.  Frontline Management Certificate IV or working towards .  Experience in the supervision and leadership of a small team .  Highly competent in the use of Microsoft Office suite of products. Desirable:  Experience in Dental or Health Industry .  Experience in / superuser of practice management and/or patient systems (ie Dental4Windows, HICAPS, etc.).  Training experience.  Previous experience as a Practice or Centre Manager, or Assistant Centre Manager .

Page 3 of 3 Ver 1.0 : 12 May 2017 Warning – Printed copies of this Position Descrption are ‘uncontrolled’ and may not be the most recent version. Current versions are available from the P&C Department.