Patient And Carer Support Officer

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
Fixed Term, Part-Time Role
The Patient and Carer Support Officer is a new role to improve patients,carers and families experience during their time at Peter Mac. The role will be a connector to supporting patients and Carers to navigate services, access information, advise of other supports, address enquiries and help solve minor problems in their health care. We need a highly motivated, engaging, Patient and Carer focused individual to help lead this new service.
The role is fixed term for a 12 month period, working 5 days per week from 10am to 3pm daily (Monday to Friday).
You will report to the Manager of Peer Navigation Program which is overseen by the Manager Patient and Consumer Experience.
Applicants to this role should provide a covering letter outlining relative key skills and experience to assist us with our assessment, and address the key selection criteria stated in the "Position Description".
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: Fiona Mouritz, Manager Patient and Consumer Experience
Email: fiona.mouritz@petermac.org
Applications Close: 11:59pm Friday 8th March 2024.
Position Summary
The Patient and Carer Support Service has been developed to improve the patient experience and connect the dots in supporting patients and Carers to navigate services, access information, and support and enquiries and help solve minor problems in their health care. We need a highly motivated, engaging, Patient and Carer focused individual to help lead this new service.
Peter MacCallum Cancer Centre (Peter Mac) is committed to the continual improvement of Patient and Carer experience. The Patient and Carer Support Service has been developed in line with priority areas of the Patient Experience Strategic Plan 2023-25, which was co-designed and informed by consumers.
The Patient and Carer Support Service will be delivered in-person from 10am-3pm on Ground Level at the Peter Mac Parkville location. The role of the Patient and Carer Support Officer will be to respond to queries that are presented by patients and Carers at a help desk, and effectively work to resolve queries which may involve guiding patients and Carers to one of the many appropriate Peter Mac support services.
This role will also have a major role in supporting patients and their proxies (carer or family member) with signing up or connecting to the Peter Mac patient portal, called Health Hub. Health Hub is a consumer portal to hospital healthcare information, available via a secure website or mobile app that is connected to the Electronic Medical Record (EMR) and gives patients access to information about their care and treatment at Peter Mac, Royal Melbourne Hospital, Royal Women's Hospital and Royal Children's Hospital. It is an important communication and engagement tool to ensure Peter Mac patients are involved, informed and an equal partner in their care. This role will help develop and implement strategies to improve adoption of Health Hub, as well as supporting initiatives to improve Patient and staff experience related to the patient portal. They will have a role in providing frontline support to patients and proxies, as well as providing education and establishing long-term training opportunities for Peter Mac staff.
The Patient and Carer Support Officer will work within the Patient & Consumer Experience operational and strategic plan and provide support to Peter Mac patients, carers & visitors. The role will utilise administration, coordination, and organisational skills to contribute to the successful delivery of the P&W (Prevention &Wellbeing) portfolio of work.
Enterprise Agreement
Health and Allied Services, Managers and Administrative Workers
Classification or Salary Range
HS2
Immunisation Risk Category
Category C: Position within a non-clinical setting.
Key Relationships
Internal

• Patient & Consumer Experience Lead
• Director EMR Optimisation
• Health Hub Advisory Group
• Peter Mac Departments, including Prevention & Wellbeing, Education, IT,
• Volunteer Services, People & Culture, Administration, Patient Accommodation Services, Specialist Clinics

External

• Patients, carers, and visitors to Peter Mac.

Skills
Essential Requirements • Experience working in a support role within a healthcare setting

• Excellent communication and interpersonal skills
• High level of initiative, flexibility, and ability to determine priorities
• Demonstrable time management skills and ability to multitask
• Proficiency in information technology, and the ability and willingness to learn new systems quickly

Desirable Requirements • Experience working at a help or advice desk and end user support in a health care setting

• Previous experience in a health-related field including Government or Not for Profit sector
• Previous experience in using an EMR, ideally Parkville EMR/Epic
• Prior roles with training or education component

Key Accountabilities
Key Accountabilities Demonstrated by / Key Performance Indicators
1. Consumer support
Health Hub roles and responsibilities:

• Receive and handle in-person queries for Health Hub sign-ups for patients and Carers (may include family members with proxy access).
• Receive inbound telephone calls, emails for Health Hub user requests and work resolve these or transfer to Parkville EMR Health Hub helpdesk.
• Responds to incidents reported by end users. Incidents may include, but are not limited to user access, recovering account information through EMR/Epic system.
• Complete relevant documentation as required and maintain an accurate record of Health Hub sign ups and requests.
• Support Peter Mac staff by assisting in resolving Health Hub issues.

General:

• Actively monitor and respond to individual queries, identify the individual's needs and help them to navigate support services if appropriate to their situation.
• Provide an empathetic space for patients and Carers to voice concerns and seek advice.
• Encourage feedback through real-time patient feedback system and alternative feedback platforms.
• Improve the overall patient experience by directing any complaints to the Consumer Liaison Officers.
• Promotion of the Patient and Carer Support Service
• Overseeing day-to-day functioning of the service desk
• Prepare fortnightly Patient & carer Support ACS roster for staff and volunteers
• Maintain effective and efficient work processes and procedures complying with Peter Mac requirements.
• Encourage Patient and Carer self-efficacy in accessing healthcare services and in decision making.

2. Communication style • Present Health Hub technical terms in a manner that is easy for all patients and staff to understand.

• Contribute to a positive team dynamic through a clear and effective communication style.
• Respond in a timely way to requests, and update on progress.
• Build positive relationships within the team and with key stakeholders.
• Demonstrate a positive attitude towards tasks.

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.