As the senior medical receptionist, you will be responsible for leading the team of medical reception staff in setting the standards and creating an environment for professional and high-quality services to clients of the service and the GPs, nurses, allied health practitioners who work in the clinic as well as the broader WWG team.  You will be the central point of contact for all clinic staff in relation to client appointments and follow up and you will be responsible for the flow of patients into and out of the clinic. You will play a vital role in supporting the day-to-day running of the clinic and ensuring safe and quality practice. 

As the senior medical reception and administration worker, in addition to medical reception experience and skills, you will also have:

• excellent interpersonal communication skills
• a comprehensive knowledge of reception in a General Practice setting
• an advanced understanding of Best Practice clinical software
• an understanding of the business operations of a medical practice 
• a proactive approach to tasks and managing workloads 
• the ability to inspire trust, be empathetic and approachable 
• high level organisational skills ensuring tasks are completed accurately and in a timely manner

Key responsibilities

Reception Operations

• Supervise workflow for reception staff including prioritisation of tasks
• Monitor workload to meet daily demands and assign tasks as required
• Liaise with key personnel including practice manager, GPs, nurses and managing director

Appointments

• Manage appointment systems
• Manage consultation documentation on client arrival and departure
• Arrange follow up for tests and/or specialist appointments where directed
• Be proactive about alerting GPs to critical information relating to appointments

Triage and medical emergencies

Work closely with practice nurse in triaging critical appointments

• Identify medical emergencies and implement practice procedure
• Liaise with GPs and/or emergency services when required

Billing an Account Management

• Manage and process bulk billing and private billing systems
• Process third party billing
• Manage accounts efficiently and accurately
• Complete end of day reconciliations and prepare necessary documentation
• Manage MBS/billing related issues eg. Expired Medicare cards, Medicare ineligible clients, insurance claims

Records management

• Manage medical records and data systems
• Track test results and reports in conjunction with practice nurse
• Manage patient recall systems under direction of practice nurse/practice manager
• Maintain records security and quality

Maintenance of physical environment

• Oversee open and close procedures
• Maintain the safe and tidy appearance of the clinic (consulting rooms, waiting room, kitchen)
• Re-stock practitioners rooms
• Monitor stocks and supplies

Teamwork and communication

• Facilitate collaborative working relationships with all clinic staff
• Ensure effective communication with all clients including clients who do not speak English
• Ensure all incoming communications are handled in a timely manner
• Ensure quality documentation
• Handle complaints within organisational procedures
• Use information technology effectively

Safety and Quality

• Practice duty of care including meeting clinic standards and accountability
• Report incidents in line with clinic policy
• Maintain patient and clinic confidentiality at all times

General Responsibilities of All Staff

• Comply with the World Wellness Group’s Code of Conduct, as well as any Code of Conduct of your professional association

• Comply with confidentiality requirements of World Wellness Group, as well as the Privacy Act 1988 (Cth) regarding client information, taking particular care that the information of clients may be highly sensitive in nature
• Comply with ethical and legal requirements of both the Commonwealth and Queensland equal opportunity and anti-discrimination laws (including the Qld Human Rights Act 2019, Anti-Discrimination Act 1991 (QLD), Sex Discrimination Act 1984 (Cth), Racial Discrimination Act 1975 (Cth), Disability Discrimination Act 1992 (Cth) and Age Discrimination Act 2004 (Cth)) by treating staff and clients with respect and without bullying and/or harassment
• Deliver effective use of World Wellness Group’s resources within level of responsibility of your position

Occupational Health and Safety

• Comply with Work Health and Safety Act 2011 (QLD) duties  by maintaining a safe working environment for yourself, ensuring you do not put yourself at risk of harm or injury
• Maintaining a safe and supportive working environment to protect others (staff, volunteers or clients) at risk of harm or injury
• Exercise judgement about the behaviour of clients to ensure they do not put themselves or others (staff, volunteers or clients) at risk of harm or injury

KNOWLEDGE, SKILLS, AND ABILITIES

Applicant requirements

We are looking for dynamic individual who is passionate about customer service with a multicultural clientele to lead our medical reception team. We are looking for someone who:

1.  Has worked in a senior medical reception role or is ready to step up into senior role in medical reception and administration.
2. Has previous experience with Best Practice software.
3. Has excellent communication skills, written and verbal, including cross cultural communication.
4. Is able to work flexibly and independently, show initiative and work in a team environment
5. Has an understanding of medical terminology and key medical and allied health organisations and relevant stakeholders
6. Minimum Cert III in Medical/Business Administration or other relevant qualification.
7. Shares our values and passion for social justice and health equity.

Desirable

• Previous experience in medical reception/customer service position with diverse clientele
• Previous experience in a cross-cultural setting Language(s) other than English

Hours of work

This position is part time, 50 hours per fortnight and would suit someone to work school hours. From time to time the senior medical reception and administration worker may be required to work flexible hours to cover sick or annual leave or additional clinic hours outside of standard business hours.

A position description is attached.