Patient Services Assistant

Role Definition

Position Title:            Office Patient Assistant  (level 1)

Reports to (position):           Dialysis Clinic Manager                  

Primary purpose of the role:

• To provide high quality level of reception and secretarial services to the patients, and staff at the clinic in a caring and supportive manner. 
• To support the nursing staff in the dialysis clinic by performing non-clinical duties relating to direct and indirect and patient care.  

Key Responsibilities

General Administration

• Answer the switchboard in a courteous and professional manner. 
• Liaise with patients and their families in a compassionate manner. 
• Perform general clerical and administrative tasks as required i.e. filing, minute taking, agenda creation. 
• Responsible for petty cash dispersal and reconciliation. 
• Responsible for maintaining the levels of and ordering general office supplies. 
• Responsible for bookings and maintaining patient transport.
• Provides assistance with the quality improvement program. 
• Responsible for holiday patient enquiries and coordination of holiday patient applications if required.
• Creates and maintains patient Newsletter.
• Other duties and responsibilities as assigned. 

Billing Administration 

• To admit and discharge patients within a centralized billing system. 
• To ensure that all necessary forms for new patients are completed and correctly loaded into the centralized billing system. 
• To conduct eligibility checks on all new patients with their Private Health Fund. 
• Prepare invoices and credit notes in relation to revenue generation. 
• Prepare and collate all required supporting documentation required to accompany invoices. 
• Undertake banking procedures for all cheque and cash payments.  
• Prepare and maintain an accurate record management system of all patient records.
• Prepare and maintain reconciliation records. 

Patient Service:

• Ensures cleanliness and neatness of patient treatment area, stockroom and medical devices as per clinic procedure. 
• Assists with the collection and distribution of basic food preparation and delivery of nutritional

requirements to patients and visitors including ordering. 

• Maintains the stock levels of all consumables within the stock room and trolley/s as required for daily operation of the clinic. 
• Attends to the re-stocking of consumables in the stock room and trolley/s as required for daily operation of the clinic.
• Manages the ordering of all stock and consumables for the operation of the clinic. 
• Confirms delivery of stock and cross checks inventory with documentation and forwards monthly stock take to the Purchasing Officer.
• Maintains Clinical Manager database.
• Ensures routine collection and appropriate disposal of linen, rubbish and contaminated waste.
• Coordinates collection of blood samples by pathology lab, help spin blood before collection. 
• Participates in Quality Assurance activities as required by the Dialysis Clinic Manager.
• Ensures/promotes a safe, secure and healthy working environment to staff and a comfortable, safe environment for visitors and patients as detailed in the Workplace Health and Safety policy (FMEAU-28).
• Engages in internal and external in-service activities to enhance / maintain skills and knowledge.

Competencies (attitude, skills, typical qualifications & experience)

     Essential: 

• 2 years experience in a similar role
• Knowledge of Infection Control / Hygiene principles and implementation of this knowledge into daily practice
• Effective communication and interpersonal skills including the ability to operate within a multidisciplinary team
• Knowledge of Work Health and Safety as it relates to the role within the facility
• Understanding of the Quality improvement process and risk management obligations
• Demonstrated skills in food preparation and presentation
• Office skills, including filing and answering telephone enquiries
• Completion of a Patient Service Assistant Certificate or equivalent qualification  Computer competence in MS Office. 
• Excellent Customer Service skills. 
• Effective communication and interpersonal skills including the ability to operate within a multidisciplinary team. 
• Demonstrated commitment to quality improvement initiatives.   Team player 
• Work with confidentiality, discretion and maturity. 

Other Details

Notes :

• The above specification is designed to be comprehensive; however there will be times when the Job holder will be required to undertake tasks that are not covered.  Should they be asked to undertake any of these tasks, they should be given appropriate instructions and assistance by the manager.  This document is therefore not intended to limit the job holder’s task and responsibilities in any way.
• The Job Description is a generic definition of the job functions, its role and tasks and a relative position within the organization.
• The process of definition has to be primarily undertaken by the Director of Nursing in consultation with the HR Department.
• This form will be used to advise new employees on their role.  It will also be used for Performance Review purposes.
• The Job descriptions will assist in relative assessment of roles across the Company.
• Matching individual employee profiles with Job Description will assist in establishing training needs and

potential for growth and therefore assist in HR development.

REVIEWED BY:  Samantha Tan

APPROVED BY:

Managing Director – Clinics

ISSUE DATE:

5th October 2017

Please note that this is a description of the key result areas for this role at this moment in time, and as our organisation grows and changes, and as the incumbent develops in the role, the key result areas will also change and develop.