Administration Team Lead - Specialist Clinics

At Peter Mac we aim to continuously improve cancer care, research and education across all cancers and for all people affected by cancer: changing lives, breaking new ground. Everything we do is underpinned by our core values, Excellence, Compassion and Innovation. Welcoming people from a wide variety of different backgrounds and experiences is critical to fostering innovation, cultivating compassion, attracting and retaining top talent and providing the best possible cancer care for our patients.
YOUR ROLE IN OUR FUTURE
Specialist ClinicsTeam Lead
Ongoing, Full-Time Role
The Specialist ClinicsTeam Lead provides leadership and direct supervisory oversight of the administrative team responsible for supporting Peter Macs Specialist Clinics.
This role involves:

• Delivering the highest standards of customer service and patient support, and leads others to demonstrate the same standard
• Allocation of efficient and effective staff resources through the preparation and execution of the roster and leave management
• Performance management and annual performance appraisals for the Specialist Clinics administrative team
• Provide expertise in systems, reporting and administrative processes, including those relating to patient registrations, referrals, appointments and revenue management
• Facilitate ongoing training, education and support to the team with a focus on quality, data integrity and process improvement.
• Participate as a member of the Specialist Clinics leadership team, facilitating improvement and change initiatives
• Oversee Specialist Clinics template management for clinics in 2C and 2D including the completion of commissioning and decommissioning.
• Recruitment, selection and effective onboarding of administrative team
• Respond to patient and/or staff queries in a timely and respectful manner
• Ensure phone and email enquiries are triaged to the correct destination

Full Time, Ongoing role encompassing 80 hours of work fortnightly with 1 ADO per month, reporting to the Specialist Clinics & Outpatient Pathology Administration Manager.
Applicants to this role should provide a covering letter outlining relative key skills and experience to assist us with our assessment.
For further information about this opportunity, click Apply to be redirected to the Peter Mac Careers page where you can review the position summary. Alternatively, please contact us using the information below for a confidential discussion.
Hiring Manager: Megan Gifford, Specialist Clinics & Outpatient Pathology Administration Manager
Contact Number: 0447 008 328
Email: Megan.Gifford@petermac.org
Applications Close: 11:59pm Monday 19th February 2024.
Position Summary
The Specialist ClinicsTeam Lead provides leadership and direct supervisory oversight of the administrative team responsible for supporting Peter Macs Specialist Clinics.
This role involves:

• Delivering the highest standards of customer service and patient support, and leads others to demonstrate the same standard
• Provide the roster, leave management, performance management and annual performance appraisals for the Specialist Clinics administrative team
• Provide expertise in systems and administrative processes, including those relating to patient registrations, referrals, appointments and revenue management
• Facilitate ongoing training, education and support to the team with a focus on quality, data integrity and process improvement.
• Participate as a member of the Specialist Clinics leadership team, facilitating improvement and change initiatives
• Oversee Specialist Clinics template management including the completion of commissioning and decommissioning.

Enterprise Agreement
Health and Allied Services, Managers and Administrative Workers (Victorian Public Sector) (Single Interest Employers) Enterprise Agreement 2021-2025
Classification or Salary Range
HS3
Immunisation Risk Category
Immunisation Category B
Key Relationships
Internal

• All clinical staff delivering Specialist Clinics at Peter Mac
• Administrative Team leads
• Tumour stream Patient Navigators
• Health Information Services
• Manager People and Culture
• MBS Data Team Coordinator

External

• Administrative Team leads at Parkville precinct health services

Skills
Essential Requirements

• Have or working towards a relevant Certificate/Diploma in accordance with the Australian Quality Training Framework or several years' work experience in an administration setting
• Strong customer service skills, able to communicate effectively and respectfully with patients and staff
• Demonstrated skills in the use of IT systems, preferably in a health care setting
• Competent in use of the Microsoft Office Suite

Desirable Requirements

• Experience providing direct line supervision to a small to medium sized team or experience in a specific technical activity
• Experience developing and implementing standard operating procedures (SOP)
• Experience participating in quality improvement projects
• Previous health service administration experience.
• Experience using patient administration systems, in particular iPM, Epic and Qflow

Key Accountabilities
Key Accountabilities Demonstrated by / Key Performance Indicators
1. (a) Manage a small team AND/OR (b) Provide technical or professional portfolio leadership and expertise • Provide direct line management for the team, including prioritisation of daily activities, rostering, leave management and recruitment with support from the Administration Manager

• Support staff training and development to maintain robust skills sets within the team
• Perform annual performance development in line with current People andamp Culture policy
• Monitor staff wellbeing and performance and provide timely feedback on work performance to team members and the Administration Manager, as appropriate
• Ensure that staff have completed all mandatory training requirements and comply with organisational policies and procedures under which they operate
• Encourage staff engagement with the broader Peter Mac community and its strategy through team meetings and regular communications
• Support Administration Manager with the development and maintenance of administrative SOPs ( standard operating procedures) relevant to area of expertise
• Manage specialist portfolio and provide technical or professional advice in the designated area of expertise

2. Provide exceptional customer service • Provide a high level of customer service to patients, carers and staff within a designated stream

• Obtain the required information from patients, carers and staff in an efficient and courteous manner
• Respond to patient and/or staff queries in a timely and respectful manner
• Ensure phone, email and direct enquiries are triaged to the correct destination

3. Monitor and improve team performance

• Liaise with Administration Manager to trouble-shoot any technical issues experienced by the work group in a timely manner to ensure quality is maintained
• Manage patient records in accordance with hospital policy and Data Accountability Framework to maintain data integrity at all times
• Ensure that the performance of the team meets the standards required by the organisation through a regular system of measuring and monitoring performance
• Assess situations or information, clearly and accurately communicate information and make recommendations to the Administration Manager
• Identify opportunities for process improvement and lead the team to implement appropriate solutions with support from the Administration Manager

Key Accountabilities (Contd..)
Key Accountabilities Demonstrated by / Key Performance Indicators
4. Support the work of the team and department • Work cooperatively as part of the team and assist other areas and staff as necessary

• Ensure senior departmental staff receive adequate administrative support with rostering, meeting agendas and minutes, room bookings and database managementEnsure invoices from external providers are collated and processed by the relevant team member
• Monitor ongoing expenses, in consultation with Administration Manager, against allocated budget
• Complete orders for department consumables, as required
• Other tasks as directed by the Administration Manager

5. Provide reports to Administration Manager as requested and maintain key relationships • Provide routine and/or ad-hoc reports as requested by the Administration Manager

• Maintain relationships with internal and external service providers supporting Peter Mac patients

For further information about this opportunity, click Apply to be redirected to the Peter Mac Careers page where you can review the position profile. Alternatively, please contact us for a confidential discussion.
Peter Mac requires its staff to be fully vaccinated against COVID-19. Please contact us if you would like to discuss this requirement.
WHY WORK FOR PETER MAC

• Peter Mac offer a range of benefits which support our people both personally and professionally.
• Our staff benefits include award winning facilities, professional development and events, a health and wellbeing program, flexible work practices and policies and financial benefits such as salary packaging.
• We encourage applications from Aboriginal and Torres Strait Islander people, all members of the LGBTQI community and people with a disability.