• Location: Fortitude Valley, QLD
• Employment Type: Full-time (part-time or job share considered)
• Salary: $67,657.55 - $79,150.15
• Start Date: Immediate

Your position summary

The Queensland Council for LGBTI Health and our General Practice clinic, QCGP+ understands that Lesbian, Gay, Bisexual, Transgender, Intersex, Sistergirl and Brotherboy populations are exposed to barriers such as stigma, discrimination and isolation which can prevent regular sexual health testing and accessing other health services.

The Senior Medical Administrator is an integral member of our team, and through co-ordinating the clinic’s front-of-house operations and providing mentorship to administration team members of our statewide community health centres, this role contributes to upholding a culturally safe care environment and and improving the health and wellbeing of our Lesbian, Gay, Bisexual, Trans, Intersex, Sistergirl and Brotherboy communities.

In addition to performing Senior Medical Administration duties, you will provide nursing support to the Clinical team through working in partnership with our Registered Nurse (RN) and General Practitioners. All duties will fit within the scope of practice of an Endorsed Enrolled Nurse (EEN) and will supervised by the clinic’s RN.

Your team – Individual Support Services

• Contribution: Our Individual Support Services Team is the cornerstone of all our client facing services. It is a multi-disciplinary team of physiological, mental health, and support practitioners. Its role is vital in QC providing high quality, judgment free health and well-being services to our communities.
• Key strategies: We offer easy access to clinicians for a full sexual health screen and other services and we value non-judgmental communication between client and doctor to achieve the best possible outcomes for Lesbian, Gay, Bisexual, Transgender, Intersex, Sistergirl and Brotherboy people, supported by strong clinical processes to ensure we can continue to offer safe, effective and RACGP Accredited services.

Your contribution

• Our Individual Support Services Team is the cornerstone of all our client facing services. It is a multi-disciplinary team of physiological, mental health, and support practitioners. Its role is vital in providing high-quality, person-centred health and well-being services to our communities.
• Key strategies: QCGP+ is committed to offering a full range of inclusive, accessible, and person-centred General Practice services, and recognises the importance of upholding a culturally-safe healthcare environment for all who are engaged with our organisation. Through ongoing development and critical appraisal of the clinical and administrative procedures observed within our clinic, we support our staff and contractors to provide evidence-based services that are comprehensive, safe, and effective, while also ensuring that our services remain accreditable through the Royal Australian College of General Practitioners (RACGP).

Required skills for this position

• A strong working knowledge of Australian privacy standards and how they apply to administrative work in a General Practice setting, and demonstrating commitment to upholding the privacy and confidentiality of QC’s service users.
• Proven experience in managing reception duties in a timely and professional manner, including minimising waiting times, directing visitors clearly and accurately, answering telephone calls within an appropriate time, and appropriately triaging and redirecting incoming communications.
• Ability to liaise closely with patients, clinical staff and referring practitioners involved with the patient care and managing follow up appointments, including liaising effectively with other staff at the start and end of working days to maintain workflow and effective clinic functioning.
• Proven ability to maintain a high level of client-practitioner satisfaction, as measured in response to feedback.
• Ability to manage all interactions with an unbiased, person-centred approach, and ability to support service users to access their healthcare needs
• and convey an empathetic, person-centred attitude by empathising with and supporting patients by anticipating and easing patients’ anxieties, answering patients’ questions and promptly attending to distressed patients and emergencies as appropriate to the role.
• Proven track record of cooperative relationships with team members and communicating effectively with clients, visitors, practitioners, management, and other staff to ensure the smooth running of the clinic, to avoid or resolve challenges and difficulties, ensure the exchange of important information, and positively contribute to team problem solving to resolve challenges.
• A working knowledge of medical billing procedures, including Medicare, NDIS, and third party insurance agreements.
• Ability to recognise and work within your own scope of practice

Position key duties

This position oversees the following key duties and responsibilities:

• Exemplifying the role of a medical receptionist and providing training and mentorship to other administrative team members working across our regional community health centres.
• Maintaining the security and privacy of all people engaged with our organisation
• Liaising with service users and their support networks, other staff members, and the broader healthcare sector in a personable, professional, and effective manner.
• All aspects of diary management for a multidisciplinary team of healthcare professionals
• Appropriately triaging and responding to all incoming and outgoing communications
• Ensuring smooth patient flow through the clinic
• Providing high quality, person-centred customer service
• Processing patient accounts as per advice provided by the treating clinician. This will include Medicare billing and batching, processing Medicare resubmissions, invoicing third party payees for services rendered, and other billing procedures as previously agreed upon through discussion with your team leader/s.
• Contributing to an effective working environment by conducting clinic open/close procedures, providing assistance with maintaining IT and software systems, identifying and reporting potential workplace health and safety hazards, maintaining appropriate levels of office stock and supplies, and other ad-hoc tasks as previously agreed upon through discussion with other staff members.
• Co-ordinating and overseeing staff rosters and leave requirements
• Providing ad-hoc assistance with preparing financial and performance reports for key funding bodies
• Providing ad-hoc assistance with accreditation and quality improvement activities as directed by your team leader/s

Role Registrations

• Endorsed Enrolled Nurse

Reporting Relationships

• Supervisor: Practice Manager/Coordinator
• Supervisory Positions: N/A
• Other key relationships: Mental Health team, Clinic Team.

Contribution to QC values and culture

Our work is always informed by the evidence, and at the centre of what we do are the voices of community.

We also utilise the Rainbow Tick Principles and Practice Standards to guide our work, and use this Framework to facilitate genuine Lesbian, Gay, Bisexual, Trans, Intersex, Sistergirl and Brotherboy inclusion and continuous innovation and quality improvement amongst staff and other parts of the organisation. Demonstrating inclusion and meeting the Practice Standards in our own work is a key deliverable for all staff positions.

The Queensland Council for LGBTI Health is also committed to walking alongside Aboriginal and Torres Strait Islander peoples to build stronger relationships, cultural autonomy, understanding and recognition of the history, cultures and diversity that make up Australian First Nations peoples.

Please note that due to the person-facing nature of this role, remote working arrangements are not available.

If you have any questions, or would like to have confidential conversation regarding this role, please email [email protected] using the subject line: Senior Medical Administration Officer enquiry via EthicalJobs.

A position description is attached.