Patient Care Coordinator

About the Institute

Located on Gadigal and Bidjigal land (Randwick NSW), Black Dog Institute is the only Medical Research Institute in Australia to investigate mental health across the full lifespan, our aim is to create a mentally healthier world for everyone. For over 20 years, we have been at the forefront of mental health research and have maintained a reputation as the face of mental health research and treatment in Australia. 

Through our unique ‘translational’ research approach, we turn our world-class research into treatments, prevention strategies, clinical services, educational programs, and e-health products. These allow us to continue our work in leading Australia’s population health response, and champion the ongoing conversation of mental health in our society.

Our work is used to distributed through the public and is used to drive evidence informed change across the mental health sector, setting the foundation for a brighter and healthier future for all.

Benefits

• Hybrid work, 1-2 days per week in office (choose your days, consistent team collaboration days where possible)
• Salary Packaging: $15,900.00 of your base salary tax free & up to $2650.00 meal & entertainment
• Family first, people first culture, we put our research into action at work to make sure we maintain mental health and wellbeing at work
• Pet friendly workplace
• Leave benefits including public holiday swap, gifted annual leave, and wellbeing leave 
• Employee discounts 

The Role

The purpose of this position is to ensure a high standard of reception, administrative and care support to patients as they navigate treatment within our clinical services. This role is essential to ensuring our clinical services are perceived by clients as accessible, patient focused, recovery orientated, friendly and welcoming. The position works collaboratively with the Clinical Services, Operations, Research and IT Teams.

Duties & Responsibilities

Patient Liaison

• Respond to enquiries about the service, dealing with people in an empathetic and understanding manner.
• Reception/administration duties - eg. client bookings, rescheduling, record keeping, scanning, entering/updating client details on computer software.
• Engaging and allocating potential new clients to practitioners through a thorough intake process
• Conduct follow-up to ensure clients have been able to access relevant services and to offer additional support where required.
• Create electronic medical record ensuring all relevant demographic and clinical data is entered, and all relevant medical information has been collected.
• Ensure patients demographic and contact information is always accurate and up to date.
• Accurately type and edit medical reports, ensuring a copy is securely sent to the referrer within the required timeframe according to Medicare’s requirements.
• Administer patient billing including private, third party, NDIS, DVA, HICAPS and Medicare billing, batching and electronic claiming.
• Facilitate patients access to their health record when requested in accordance with the National Privacy Act 1988 and NSW Health records and information Privacy act 2002.

Administration

• Assist the Service Manager to identify, establish, improve and maintain administrative processes, IT services and support, equipment management and maintenance.
• Operation, maintenance and security of electronic medical record keeping systems and software in accordance with the regulatory framework surrounding health information
• Participate in the development of service procedures, patient resources, marketing material, website updates and promotional activities relating to the service
• Alert the Service Manager to any potential risk as a result of breach in policies, procedures, practices
• Comply with all third-party requests for medical information and subpoenas in accordance with the Australian Privacy Principles, National Privacy Act 1988 and NSW Health Records and Information Privacy Act 2002.

Stakeholder Communication

• Communicate with internal and external healthcare providers in a professional, solutions-orientated manner.

Skills & Experience Required 

Essential Criteria

• Demonstrated experience in patient liaison/navigation, medical reception/administration, or similar role
• Excellent communication, customer service and stakeholder relationship skills
• Demonstrated organisational and time management skills, with a proven capacity to multi-task
• High-level computer literacy skills, including experience with MS Office and medical or client software package eg. Medirecords, Medical Director, GENIE
• Awareness of confidentiality and other principles appropriate to healthcare services and research settings
• Knowledge of health and safety responsibilities and commitment to attending relevant health and safety training.

Desirable Criteria

• Phone counselling experience
• Qualification in Psychology or Mental Health or working towards
• Experience in the Not for Profit sector

EOO Statement
Black Dog Institute is committed to achieving a diverse workforce that reflects our wider community. We ensure equal opportunity for all, regardless of age, culture, appearance, sexual orientation, lived experience, gender identity, disability and/or family status.

How to Apply

To become a part of the Black Dog Institute team, follow the link to apply and submit your most up to date resume. If you are shortlisted for the role, we will call you and let you know you are successful. Please do not respond to any suspicious emails requesting you to upload your ID or personal details.

We are a 2022 Circle Back Initiative Employer and commit to respond to every applicant.