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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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