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Position Description
Position Title Patient Information Centre Co-ordinator
Service Group Surgical, Anaesthesia & Radiology Services
Reports to Business Leader: Surgical, Anaesthesia & Radiology Services
Direct Reports Nil
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 ‘To ensure that the patient information centre provides excellent customer services for all
patients, their families, primary care health professionals and all other consumers of the Bay
of Plenty District Health Board by promoting a “one stop shop” for patients requiring
information across all services.
This includes continual developing and improvement of processes to ensure that timely
resolutions or escalation of patient queries (phone, email and web) from internal or external
sources, appointment co-ordination for patients, links to clinical staff and the rescheduling of
appointments where appropriate are provided in a timely patient centred manner.
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Key Responsibilities Outcomes
Demonstrate excellent communication skills
that focus on understanding customer needs
and developing resolutions.
Treat everyone with respect, empathy and
compassion
Respond to people’s needs in a timely and
appropriate way
Early recognition of problem/issue and respect
individual needs and requirements
Interact in ways which are culturally sensitive,
and responsive
Ability to defuse conflict and ability to anticipate
what a customer requires and escalate if required
Ability to link with appropriate clinical staff across
all specialties
Key BOPDHB information resource that develops and maintains effective relationships with all stakeholders across all specialities; Tauranga and Whakatane hospitals and external community providers
Establish and maintain effective and broad
communication networks and relationships with
all key internal and external stakeholders
High levels of staff engagement will be observed
Demonstrate excellent problem solving and situation evaluation and analysis
Excellent knowledge across all services and
across the district of systems and processes and
the ability to provide patients with the confidence
that their queries are addressed accurately,
promptly and appropriately
Problems are solved (including those not
encountered before) and customers feel that
their concerns are valid and that everything is
being done to resolve as soon as possible
Demonstrate a commitment to continuous
improvement that includes:
the design, trial, development and documentation of processes that enable the Patient Information Centre to provide a “one stop shop” for patients requiring information
Consistent creative approach to ensuring that
excellent “customer service” is the focus of all
activities
Demonstrated “will –do” attitude
Support collection and analysis of Key
Performance Indicators for the Patient
Information Centre
Continually looking for ways to improve the
services provided
Undertake the IHI Quality Improvement training
High level of interaction with the wider
stakeholder group including
Patient advocates, to determine the most “patient centred” approach underpins all developed processes
Scheduling & administration staff and team leaders
Cluster Leaders
Outpatient and ward reception staff and
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their managers
General Practice staff
Service Improvement On line and hard copy desk file developed of all
processes and algorithms that underpin the
Patient Information Centres activities
Measuring and analysis of implemented
processes to ensure their effectiveness (including
a focus on reducing “Failed Appointments”)
Provide regular updates and information for
monthly dashboard report
Accuracy in data entry and good computer skills and ability to re-schedule appointments in line with Ministry of Health timelines
High level focus on accurate, consistent & timely
recording of information
Appointments are re-scheduled within expected
timeframes
Current with any changes to patient management
system
Focus on ensuring that patient information is
complete and accurate in the patient
management system
Ability to utilise various mediums of
communication e.g. phone/e-mail/text etc.
appropriate to patient needs
Contribute to broader organisational objectives
Understand, keep up to date and interpret for
customers changes that occur in the BOPDHB
that impact on patients access to services
Demonstrate flexibility and a willingness to
perform a variety of tasks to promote and support
BOPDHB initiatives (including a focus on
reducing “Failed Appointments”)
Enable the implementation of projects
Processes and staff training designed, trialled
and implemented that enables the most
appropriate person to make outpatient booking
for patients
Note
The above performance standards are provided as a guide only. You agree to demonstrate flexibility and a willingness to perform a variety of tasks to promote and support BOPDHB initiatives.
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Key Relationships
Internal External
All BOPDHB Service and Cluster Leaders Patients
BODHB Schedulers and administration staff across all services & both sites
GPs and other Community Providers
Elective Services Other District Health Boards (DHBs)
Specialist Nurses and Clinical Nurse Managers
Specialist Physicians, Surgeons, Registrars and House Officers
Person Specification
Essential Critical Success Factors
To be successful in this role you will need to:
be expert at providing customer service, problem solving and not settle for mediocrity
have excellent interpersonal, verbal and written communication skills with the ability to liaise effectively with all staff and clients
operate within, exude, and embed our CARE values
see possibilities, potential, and tangible opportunities to support an outstanding, integrated service
Essential Desirable
Qualifications Undergraduate Diploma or Certificate
Business Administration Diploma
Experience Proven high level of customer service, negotiation and problem solving experience (at least 5 years) Advanced computer skills that require quality and accuracy Proven evidence of implementation and/or contribution to innovative and creative solutions Proven time management skills Ability to work effectively without supervision and in an environment of changing and variable situations Comprehensive knowledge of patient management systems and medical terminology
Experience in a NZ health setting Involvement in quality and service development projects Experience in a coordinator role
Values & Personal
Attributes Demonstrates behaviours consistent with the BOPDHB values
Excellent interpersonal skills with the ability to build positive working relationships with the multidisciplinary team including medical, nursing and administrative staff
Strong administrative and organisational skills and the ability to use discretion, judgement and initiative to find solutions to problems A positive flexible attitude and the ability to cope with change
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Actively promotes excellence in the workplace, displays a personal commitment to excellent customer service
Uses initiative and is proactive in seeking solutions to problems
Excellent verbal and written communication skills with a focus on accuracy
Excellent time management skills and ability to prioritize appropriately
Honest, high integrity and total respect for confidentiality
Ability to manage conflict.
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.
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