Role Description

Position: / Clinical Typist/Team Support Administrator
Team/ Service / Directorate: / Clinical Typing Team
Patient Administration Service,
Clinical and Support Services
Responsible to: / Team Leader
Team Co-ordinator

Our Mission:

Together, Improve the Health and Independence of the People of the District

Our Vision:

Better Health and Independence for People, Families, and Communities

Our Values:

Innovation

Action

A focus on People and Patients

Living the Treaty

Professionalism through Leadership, Honesty, Integrity and Collaboration

Excellence through Effectiveness and Efficiency

Context

Organisation perspective

The Capital and Coast District Health Board (C&CD HB) covers a region extending from Wellington to Otaki. It comprises key delivery arms in primary, secondary and tertiary health. Hospital and Health Services (HHS) is primarily responsible for the hospital and health services delivered via a new Wellington Regional Hospital (opened in March 2009); a secondary and community facility at Kenepuru; aForensic, Rehabilitation and Intellectual Disability Hospital at Ratonga Rua-o- Porirua; and Kapiti Community Hospital. The total operating budget for the provider arm is approximately $650M.

Directorate Perspective

The Directorate of Clinical and Support Services provides support and clinical support services throughout the hospital. The clinical support includes Radiology, Laboratory and Pharmaceutical services. Other hospital support services includepatient administration services, emergency management, security orderly, fleet management, transport and linen services.

Service Perspective

The Patient Administration Service (PAS) is a group of six services which work together to support the patient journey from referral, to a C&CDHB treatment provider, right through to discharge. PAS goals are to provide high quality, efficient and effective administration support to enable clinical staff to concentrate on patient care.

There are several different services PAS is responsible for and each area has a Team Leader to provide one point of contact across the group. These are:

  • Outpatient Booking Centre, Call Centre and Atrium
  • Patient Information
  • Clinical Typing & Team Support
  • Ward Administration & Elective booking
  • Outpatient Reception and Administration Support
  • Emergency Department and Radiology

Role Perspective

The role consists of clinical typing and team support duties. The Clinical Typist Team sits within the clinical typing service which forms part of the Patient Administration Service. The typing team transcribes information recorded into the digital dictation system by clinicians following Outpatient Clinics or other types of treatment. The medical typist ensures that the work is managed in priority and then date order and sent back to the author for editing. When completed the letters are mailed to the General Practitioner and a copy is saved into a format that enables migration to form part of the patients’ medical record. This work is significant because of the impact this information has on the patient’s on-going care.

The Clinical Typist will take a flexible approach and, when necessary, provide services for other authors to meet the needs of both the service and the wider organisation.

The Team Support Administration team sits within the Clinical Typing Service which forms part of the Patient Administration Service. There are six teams within this group who collectively manage the provision of a centralised administration service to clinical areas covering all process steps from referral to discharge.

The Team Support Administrators are located with the Clinicians and provide support with non-clinical typing, mail distribution and other administration tasks.

They are the point of liaison for clinicians and manage the interface with patients, ward clerks, booking clerks and other departments to ensure that administration systems run smoothly and information is available when needed.

Purpose of the role

To provide a high quality and responsive clinical typing service to health professionals within the DHB and to general practitioners who are referring patients. As well as toprovide a confidential administrative support service including word processing duties, minute taking and general assistance to the Clinicians.

Key Accountabilities

Key Accountability / Deliverables / Outcomes / Key Performance Indicators / Measures
Word Processing /
  • Manages transcription through the dictation system (and tapes if applicable) in priority and then date order.
  • All typing is 98% accurate and presented in a professional manner. Feedback from clinicians is used constructively to improve accuracy.
  • Manages to meet expected performance standards of 60 minutes of dictation in a typist day which allows time for filing, correcting and mailing
  • Documents are created using correct template, service, location author and date.
  • Amendments are made and processed promptly.
  • Correspondence is dispatched as soon as possible after validation for author
  • Manages and prioritises workload ensuring that direct patient related activities are prioritised ahead of other tasks
  • Provides urgent cover for medical typing when staff away or during peak periods as requested by the Team leader, Clinical Typing
  • Assists authors with use of “Winscribe” and “MedDocs when needed
  • Dictation issues creating barriers to typing productivity are communicated to Team Co-ordinator
  • Documents sent to authors for editing are monitored and any consistent delays are communicated to Team Co-ordinator
  • Correct demographics details are used at all times
  • Updates “Healthpoint” information portal 3 monthly in conjunction with Clinical Leader/Administrator
/
  • Typing turnaround times are able to be managed effectively.
    Complaints from authors regarding typing standards are kept to a minimum
  • Meets key performance indicator consistently
  • All documents are sent for mailing within 4 hours of receipt from author
  • 100% of documents are viewable in clinical record
  • Exceptions are checked daily, corrected and resent
  • 100% of documents are sent for
    mailing within 24 hours of receipt from author
  • Is flexible and able to work as part of the team
  • New authors are supported by the clinical typing/team support service
  • Dictation standards are maintained and improved
  • Editing meets expected standard of five working days from receipt by author
  • GP information is checked to ensure that it is current
  • Healthpoint information portal is up to date for access by GP’s and patients

Administration Functions /
  • Undertakes administration functions such as photocopying, mail despatching, file tracking, faxing, filing etc related to dept
  • Responsibility is taken for medical records whilst in the dept and they are “tracked” and returned promptly once related tasks are completed.
  • Maintains office supplies and equipment
  • Meetings, appointments and venues are arranged
  • Management of electronic diaries for clinicians
  • Travel arrangements are made using the “travel policy” requirements
  • Mail and faxed correspondence is actioned promptly and distributed to appropriate areas
  • Rosters are compiled and updated
  • Data entry tasks are undertaken with attention to detail
  • Complaints register is kept and overdue responses followed up
  • Support clinicians at Multi Disciplinary Meetings
/
  • All functions are undertaken in a timely and accurate manner, in accordance with instructions/agreed procedures
  • Records are tracked and returned to medical records promptly.
  • Stationery items are maintained to imprest level
  • Equipment is in good working order and maintenance requested as required
  • Meetings and appointments are arranged, venues and material are prepared and assembled.
  • Meeting notes are recorded accurately, typed and returned within 24 hours
  • An effective and straight forward filing system is implemented and maintained in line with corporate records guidelines
  • Information is recorded accurately
  • Complaints are responded to within appropriate timeframes
  • Attend Multi Disciplinary meetings and document clinical information as requested.

Customer Service /
  • Telephone calls are answered, screened and prioritised in a courteous and helpful manner
  • Messages are accurately recorded and delivered appropriately
  • Manages telephone calls for SMO’s when they are with patients or not available to respond - SMO is contacted where matters are urgent
/
  • Customer focussed, helpful response at all times
  • Standards for responding to messages are met
  • Messages are recorded accurately

Maintains Accurate records /
  • Maintains up to date and accurate desk files
  • Ensures that information is collected and stored in a confidential manner incorporating privacy requirements
/
  • Desk file is updated at least 3 monthly
  • There are no breaches of patient confidentiality

Information Systems /
  • Maintains up to date knowledge of CCDHB relevant to the duties undertaken and attends training as required
  • Reports any faults immediately to IT Service desk
/
  • Has good working knowledge of all systems including Winscribe and MedDocs and document repository
  • Keeps a record of service desk calls

Professional Development /
  • Undertakes responsibility for own professional development
  • Maintains a professional appearance and manner at all times
/
  • Maintains or extends knowledge and skill base required for effective performance and is prepared to accept work that will develop or consolidate new skills
  • Participates constructively in own performance review
  • Identifies own learning needs and negotiates appropriate education with Team Co-ordinator
  • Neat and tidy appearance is maintained at all times

Continuous Quality Improvement /
  • Identifies improvement opportunities and takes part in initiatives that will improve Customer Satisfaction
/
  • Customer Satisfaction increases
  • Process reviewed regularly exceeds expectations.

Risk Minimisation /
  • Identifies risks and notifies Coordinator / Team leader of these
  • Complies with CCDHB Reportable events policy and other policies and procedures
/
  • Risks are managed and kept to a minimum

Occupational Health & Safety /
  • Complies with responsibilities under the Health & Safety in Employment Act 1992
/
  • Has read and understood the Health & Safety policy and procedures.
  • Actively supports and complies with Health & Safety policy and procedures.
  • Evidence of support and compliance with health and safety policy and procedures including use of protective clothing and equipment as required, active participation in hazard management and identification process, and proactive reporting and remedying of any unsafe work condition, accident or injury.

Key Relationships & Authorities

Reports to:
  • Team Leader, Clinical Typing /Team Support


Key relationships within service:
  • Clinical Typing/Team Support Co-ordinators for day to day operations
  • Other staff in Admin service
  • Service Manager, Patient Administration
  • Other Team Coordinators
  • Other Team Leaders
/  / This Role /  / Key relationships outside service:
  • Clinicians
  • Patients
  • Nursing staff
  • Charge Nurse Managers
  • Team Leaders
  • Service Managers
  • General Practitioners
  • Heath Intelligence staff
  • Other CCDHB staff


Has these direct reports:
  • Nil

Capability Profile

Competencies

Solid performance in the role requires demonstration of the following competencies. These competencies provide a framework for selection and development.

Competency / Behaviours
Team work /
  • Develops constructive working relationships with other team members.
  • Has a friendly manner and a positive sense of humour.
  • Works cooperatively - willingly sharing knowledge and expertise with colleagues.
  • Shows flexibility - is willing to change work arrangements or take on extra tasks in the short term to help the service or team meet its commitments.
  • Supports in word and action decisions that have been made by the team.
  • Shows an understanding of how one’s own role directly or indirectly supports the health and independence of the community.

Takes Responsibility /
  • Is results focussed and committed to making a difference.
  • Plans and organises work, allocating time to priority issues, meeting deadlines and coping with the unexpected.
  • Adjusts work style and approach to fit in with requirements.
  • Perseveres with tasks and achieves objectives despite obstacles.
  • Is reliable - does what one says one will.
  • Consistently performs tasks correctly - following set procedures and protocols.

Quality and Innovation /
  • Provides quality service to those who rely on one's work.
  • Looks for ways to improve work processes - suggests new ideas and approaches.
  • Explores and trials ideas and suggestions for improvement made by others.
  • Shows commitment to continuous learning and performance development

Communication /
  • Practises active and attentive listening.
  • Explains information and gives instructions in clear and simple terms.
  • Willingly answers questions and concerns raised by others.
  • Responds in a non-defensive way when asked about errors or oversights, or when own position is challenged.
  • Is confident and appropriately assertive in dealing with others.
  • Deals effectively with conflict.

Customer Focus /
  • Is dedicated to meeting the expectations and requirements of internal and external customers
  • Gets first-hand customer information and uses it for improvements in products and services
  • Acts with customers in mind
  • Establishes and maintains effective relationships with customers and gains their trust and respect

Integrity and Trust /
  • Is widely trusted
  • Is seen as a direct, truthful individual
  • Can present the unvarnished truth in an appropriate and helpful manner
  • Keeps confidences
  • Admits mistakes
  • Doesn’t misrepresent her/himself for personal gain

Other aspects of capability not covered by the above competencies

a) Knowledge and Experience:

  • Ability to prioritise work demands.
  • Ability to take ownership accountability and responsibility for the role.
  • A high level of Word Processing skills, with demonstrated attention to detail and accuracy, spelling grammar and layout.
  • Ability to maintain patient and office confidentiality in line with the Privacy Act.
  • Previous experience in managing office procedures, administration and computer systems.
  • Previous experience in providing administrative support to a team.
  • Previous experience in a health environment is desirable

Capital and Coast District Health Board (C&CDHB) is committed to supporting the principles of Equal Employment Opportunities (EEO) through the provision and practice of equal access, consideration, and encouragement in the areas of employment, training, career development and promotion for all its employees.

C&C DHB is committed to Te Tiriti o Waitangi principles of partnership, participation, equity and protection by ensuring that guidelines for employment policies and procedures are implemented in a way that recognises Maori cultural practices.

The role description will be reviewed regularly in order for it to continue to reflect the changing needs of the organisation. Any changes will be discussed with the position holder before being made. Annual objectives and performance measures will be set each year during the annual performance planning and development meeting.

Role_Description_Clinical Typist/Team Support Administrator_February 2015

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