Provide High Standard of Customer Service to Both Internal and External Customers

/ Position Description Number: / PD.A.003
Department: / Administration
Form Name: / Ward Clerk
POSITION DETAILS
Position Title: Ward Clerk
Department: Nursing/Administration
Classification: Clerical Worker Grade C
Award: Victorian Public Health Sector (Health and Allied Services, Managers and
Administrative Workers) Single Interest Enterprise Agreement 2016-2020
Employment Status: Part Time. Hours –Monday 7.30-4, Tuesday – Friday 8.30am to 3pm
Reports to: Nurse Unit Manager
ROLE PURPOSE
To provide high quality customer service to all patients, staff and visitors, and maintain patient data management accurately and in a timely manner
KEY ACCOUNTABILITIES
General.

Provide high standard of customer service to both internal and external customers.
Maintain a quiet, professional environment.
Liaise with nurse in charge of ward and attend delegated tasks.
Communicate with VMOs and other health professionals offering assistance by making phone calls, appointments and accessing paperwork as requested.
answer phones at nurses station, direct calls appropriately.
ensure adequate and accessible stationary supplies at nurses station and urgent care desk including medical charts.
During a medical emergency stay at phone at nurses station unless directed to other task, once completed return to ward clerk base.

Patient Files/Histories

It is the responsibility of the ward clerk to ensure inpatient files are maintained in correct order and include accurate contact details for inpatient next of kin.
First task each morning is to check the current inpatient file to ensure details are correct and admission is signed. Liaise with nurse in charge if appropriate to ask the patient for further information if needed.
Ensure histories are placed in VMOI pigeon holes for medical write up and authorisations.
File relevant records in patient history for coding purposes.
Each collated history must have coding label applied.

WARD CLERK TASKS
Hours Monday 0730-1600. Tuesday – Friday 0830-1500.
Check ward clerk pigeon hole to collect any mail or faxes etc.
Make any appointments as required by the Nurse Unit Manager (NUM) or delegate
Check for any x-ray requests in clear box near NUM’s phone. Deliver to reception.
Check the ward diary, and process any paperwork for admissions listed.
File blood results in patient histories.
Process Bed Returns
Pink slips in ward clerk pigeon hole.
Follow the VITAL user guide if necessary to process admissions and discharges.
Once this is complete and all histories are put in order, put into doctor’s pigeon holes to be signed by the appropriate doctors. Any histories already signed by the surgeon go straight to medical records to be put on the shelf marked ‘coding’.
The Medical Records Officer or Clinical Coder will code these.
Print daily reports off vital to check that bed returns balance.
From inpatient processing:13
3 - daily reports
1 - ward census
Click on run date and put in date of bed returns, then change time to 23.59. Press F12 3 times to print off report
NEXT
2 - admission list
Change date
Press F12 3 times to print off report
NEXT
3 - discharge list
Change date
Press F12 3 times to print off report
NEXT
7 - ward activity report
Change date
Press F12 3 times to print off report
Check that the figures on reports correspond with the pink sheets of the bed return book.
If correct file pink sheets and reports in the large blue bed returns folder.
If any changes need to be made on the pink bed return sheets, also change the original in the red bed return book.
Print off Manager’s report daily.
From inpatient processing 13
4 – Monthly reports
8 – Manager’s report (no need to change date)
Press F12 x 3 times
Check that the figures on this report tally with the Bed Reconciliation worksheet, if not cross reference with pink bed return sheets.
Print off Duplicate PMI report daily.
From inpatient processing 13
4 – Monthly report
66 - PMI duplicates by audit log (no need to change run date)
Press F12 x 3 times to print off report
If any duplicates, check the details to see if it is the same patient, if so merge patient.
From inpatient processing 13
14 – Miscellaneous
8 – Patient Merging
Patient to merge needs to be the higher UR number at the top of the screen. Type in patient surname to bring up the UR number. A warning will display asking ‘do you want to continue?’ Double check that the lowest UR number is the one the data will be merged to.
Click Y for yes to continue
When merge is complete, retrieve both histories and put all paperwork into the lower UR folder.
Write inside front cover which UR number it was merged with. If the reason for the merge is a change of name due to marriage etc, make sure to update the name on the front of the history and to change the details on Vital. When merging the old details will display, so needs to be checked.
Depending on the day of the week there may be theatre paperwork to process in preparation for theatre or for pre-admission clinic.

Check the theatre list
Example packs are in the white folder in theatre at the pre-admission desk.
Photocopy the theatre lists x 3. One for the ward diary, one to put with the theatre list for the ward clerk, and one spare for theatre staff.
Check the white pre-admissions folder near the ward clerk computer for any pre-admission paperwork.
If patient has not been here before as an inpatient put on VITAL including all their details.
If they are private include a blue and white private claim form and a yellow “private” alert sheet with their pack.
Check the patient’s private health cover status, either with the patient or by contacting their health fund (To check private patient’s eligibility –
To check private patient’s eligibility –
On desktop click Google Chrome.
Log in will be on the drop down button

http//:eclipse.civica.com.au/EFCWeb
EFC login will come up.
Facility ID is 0030010T
Dropdown tab will come up with Alexandra District Hospital 0030010T
Password is ccj88mug
Log in
It will ask ‘Do you want Google Chrome to save your password for this site?’
Click on nope
Click on new EFC request
Fill in details of patient on EFC Web Request Form
Press submit
Remember to put in your contact details and e mail address
To check results of eligibility click on EFC Web Request History
Click on See Details which correspond to the patient
Click current view.
To check eligibility for patient with health funds other than Bupa, Medibank, Nib and AHM the ward clerk must phone the health fund help line.
If the patient is not eligible for private cover they will be admitted as a public patient.
Complete the claim form ready for the patient to sign on admission.
Pre-admissions are on VITAL
2 - admissions
F6 - pre-admission
Enter details, save and print labels and front registration form.Ensure correct and current details on labels.
Once the paperwork is completed for the theatre lists, retrieve old histories from medical records and keep together in buckets for each surgeon in cupboard in nurse’s station.
Check the pre-admission folder at reception and photocopy the relevant page.
Process the paperwork on VITAL, prepare the appropriate theatre pack and retrieve the old histories.
Make up new histories for new patients. Store in buckets for each surgeon in cupboard in nurses station.
Stores
Mondays are stores days. Check if the ward needs any labels, pens, stickers or history paperwork.
The Stores Officer will usually request what you need.
Ward phone extensions
Update the ward list as required. Give a new list to reception and the kitchen. Put up a new one at the ward clerk desk on the flip folder and one on the Xray board for the nursing staff.
Other duties include:

Answering the ward telephone
Taking bloods to pathology
Liaising with nursing staff re: appointments etc.
Photo copying as required
Delivering patient’s mail
Taking patient’s Medicare details and verifying private patient health cover status prior to or on admission
Making long stay packs so there are always some available on the ward
Signing for pharmacy deliveries and putting refrigerated deliveries into the theatre or ward fridges as appropriate
Assisting visitors to find the patient’s rooms
Assisting patients with phone calls or queries
Giving X-rays to patients on discharge
Distribution of endo packs to future patients taking into account if they are AM or PM on the theatre list as there are now different packs made up
Verifying private patient health cover status prior to or on admission
Balancing bed returns at the end of the month
Filing pathology reports into patient’s folder, culling folders as necessary
Putting excess paperwork on the shelf with the inpatient histories
Wiping ward phones and key boards with disinfectant wipes

Phoning the Shire when requested to re-instate patient services
Phone patient’s families when ready for discharge to organise transport
Post death certificates (white section) to Dept of Births, Deaths, and Marriages
File green part of death certificate into patient history
Send faxes of medication charts to the doctors clinics
Photocopying of medical records paperwork to stock supplies on the ward and in theatre.

Medical Records / paperwork

Retrieving old histories as patients are admitted during the day
Putting histories away in medical records
Retrieve old histories or ED cards from archives as requested by members of the legal profession or TAC (via CEO/DON)
If new labels need to be placed over the old ones for reasons such as the incorrect doctor, or change of status, eg from public to private, or P to PS, a note needs to be written on the registration form and signed off by a nurse.

QUALIFICATIONS AND SKILLS
Essential

Proficient in the use of computer applications

Desirable

Completion of a recognised Medical Terminology course or equivalent
A Nursing background or experience working in a similar environment or related administrative support role.

PERSONAL QUALITIES

Ability to remain calm under pressure
Ability to meet timeframes
Leadership skills
Ability to adhere to confidentiality requirements
Excellent communication skills
Ability to be flexible in work practices, prioritising tasks appropriately.

KEY SELECTION CRITERIA

Excellent written and verbal communication skills
Excellent computer skills
Excellent organisational skills
Interpersonal skills including problem solving, conflict resolution, and negotiation.
Proven ability to actively participate as a member of a multidisciplinary team
Demonstrated initiative
Demonstrated ability to work autonomously

Exceptional attention to detail
Ability to prioritise and manage multiple tasks

ORGANISATIONAL REQUIREMENTS
The Alexandra District Health (ADH) Employee will display the following standard behaviours - respectfulness, politeness, consideration, communication, work co-operatively with colleagues, behave honestly, ethically and be punctual, clean and tidy.
Confidentiality /

It is the responsibility of all staff to observe the utmost discretion with regard to confidential information. This may consist of inpatient, outpatient, or staff personal details that may be collected via mail, email, written, overheard or via personal contact.
On no account should patient’s affairs of any kind be discussed or any records of information improperly disclosed internally or externally to those who have no need for that information.

Leadership /

Ensures consumers / patients are provided with high quality care throughout the care delivery process.
Acts as a role model by providing the highest standard of accountability.
Act as a resource person to internal and external customers.
Manages own time and workload effectively
Demonstrates a positive attitude to the agreed role and responsibility of the position
Promotes a positive image of ADH to patients, visitors and the general public at all times
Embraces and contributes to new approaches when dealing with work problems or opportunities
Demonstrates ability to assist and support change

Infection Control /

Complies with Infection Control principles and practice in conjunction

with the Clinical Nurse Consultant (Infection Control), where appropriate.
Accountability /

Adheres to the ADH Privacy Policy to maintain the privacy and confidentiality of both patients and team members at all times
Practices within ADH policies and procedural guidelines
Abides by the Code of Conduct for Victorian Public Sector Employees and displays the Corporate Values as prescribed by the State Services Authority of Victoria and demonstrates commitment to the objectives of ADH.
Accepts responsibility for own actions
The employee agrees to abide by and practice within the Network Users Policy for computer access.

Quality, Safety and Risk Management /

Participates in departmental quality improvement activities and meetings if required.
Works proactively to achieve desired outcome goals and ensure they are incorporated into practice
Participates in change to policies, procedures and protocols
Understands the EQUIP Accreditation concept.

Human Resources /

Leave accruals are monitored by Department Managers and staff may be requested to take annual leave if considered excessive.
Ensures compliance with industrial relation policies and practices.
Assists in the development of and participates in education program as agreed by the CEO/DON.
Complies with Hospital directives in regard to uniform and punctuality.
Participates in annual review of policies, procedures and standards of designated area as directed by the CEO/DON.

Child Safety /

Ensure all identified babies, children and young people at risk of harm from abuse or neglect will be reported
Comply with the Vulnerable Babies, Children and Young People at Risk of Harm best practice framework 2007
Ensures compliance with the Child Safe Standards

Communication / Teamwork /

Demonstrates effective communication and conflict resolution skills, offer and value constructive feedback
Demonstrates a flexible and team oriented approach
Participates in meetings as directed in order to exchange ideas and information and to enhance teamwork
Works to enhance interdisciplinary communication through timely and accurate management of information.

Health Promotion /

Every staff member is to support and encourage Health Promotion

throughout the organisation.
COMM HEALTH STAFF ONLY:
Assist with the development and implementation of the Organisational Health Promotion Plan, considering the Social Determinants of Health.
Ensure the development, implementation and evaluation of allocated health promotion programs in accordance with the plan objectives.
Professional Development /

Undertakes annual performance appraisal, setting objectives and goals for the next year
Develops and utilises new skills
Is responsible for own professional development, including maintenance of qualifications as stipulated.
Actively participates in in-house professional development and mandatory competencies.

Efficient Use of Resources / Demonstrates:

Effective rostering practices
Monitoring of workload
Efficient use of equipment and consumables

Occupational Health and Safety /

Adheres to Emergency Procedure and OH&S policies and procedures
Participates in safety training as directed and completes mandatory OHS competencies.
Ensures use of personal protective equipment as per ADH policy and procedures.
Is responsible for maintaining a safe work environment for patients, visitors and staff
Ensures accidents, incidents, near misses and actual and potential hazards are reported in Victorian Health Incident Management System.

OTHER INFORMATION
Current professional registration at all times, if applicable
A current Police Check is required prior to commencement and every three years thereafter.
Working with Children check may be required, dependant on role.
A drivers licence may be required
Immediately notify CEO/DON if Driver’s Licence is revoked/suspended or any criminal charges are laid against incumbent.
Departure from the Organisational Code of Conduct may result in termination of employment.
VerificationThe position holder agrees to work in accordance with the requirements of the position and accepts to comply with policies and procedures of the ADH
AgreementI have read, understood and agree to comply with this position description.
EMPLOYEE EMPLOYER
Name: Name:
Signature: Signature:
Date: Date:

Human Resources – Job Description – Ward Clerk Page 1 of 8

Revised August 2016