Position Description (District)
Employment Agreement:
NZNO Southland Administrative Collective Employment
Agreement
Classification:
Administration Officer (AO2)
- Step 1 to Step 4 annual automatic increment
- Merit 1 and Merit 2 by meeting of criteria and application
Role title:
Administration Officer – Referral Centre
Reports to:
Administration Services Manager
Directorate:
Medical Directorate
Direct reports:
Nil
Location:
Southland Hospital
Role of the District Health Board
Our Vision:
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Better Health, Better Lives, Whanau Ora.
Our Mission:
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We work in partnership with people and communities to achieve their optimum health and
wellbeing.
We seek excellence through a culture of learning, enquiry, service and caring.
The Southern Way:
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The community and patients are at the centre of everything we do.
We are a single unified DHB which values and supports its staff.
We are a high performing organisation with a focus on quality.
We provide clinically and financially sustainable services to the community we serve.
We work closely with the entire primary care sector to provide the right care in the right
place at the right time and to improve the health of the community.
Our Statutory Purpose:
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To improve, promote and protect the health of our population.
Promote the integration of health services across primary and secondary care services.
Seek the optimum arrangement for the most effective and efficient delivery of health
services.
Promote effective care or support for those in need of personal health or disability support
services.
Promote the inclusion and participation in society and the independence of people with
disabilities.
Reduce health disparities by improving health outcomes for Maori and other population
groups.
Foster community participation in health improvement, and in planning for the provision of,
and changes to the provision of services.
Uphold the ethical and quality standards expected of us and to exhibit a sense of social
and environmental responsibility.
Southern DHB 82443 V1
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Administration Officer A02 – Referral Centre May 2015
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Purpose of the Role
The key purpose of the role is to effectively contribute to the smooth running of Clinical
and Outpatient administration services by providing an efficient and timely administrative
support function that is responsive and flexible to the changing needs of the
service/organisation.
Organisational Competencies
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 him/herself for personal gain.
Drive for Results
Can be counted on to exceed goals successfully. Is
constantly and consistently one of the top performers. Very
bottom line oriented. Steadfastly pushes self and others for
results.
Role Specific Competencies
Planning
Accurately scopes out length and difficulty of tasks and
projects. Sets objectives and goals. Breaks down work into
the process steps. Develops schedules and task/people
assignments. Anticipates and adjusts for problems and
roadblocks. Measures performance against goals. Evaluates
results.
Interpersonal Savvy
Relates well to all kinds of people – up, down, and sideways,
inside and outside the organisation. Builds appropriate
rapport. Builds constructive and effective relationships. Uses
diplomacy and tact. Can defuse even high-tension situations
comfortably.
Priority Setting
Spends his/her time and the time of others on what's
important. Quickly zeros in on the critical few and puts the
trivial many aside. Can quickly sense what will help or hinder
accomplishing a goal. Eliminates roadblocks; creates focus.
Key Relationships
Internal
External
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Southern DHB staff
 Patients and whanau
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Managers at all levels of the
organisation
 Visitors
 Stakeholders
Southern DHB 82443 V1
Updated for clinical & OPD Administration Tea
Administration Officer A02 – Referral Centre May 2015
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Knowledge, Experience and Skills Required
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Minimum of three years secondary education or equivalent.
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May have TCB typing, Pitman’s, or some other clerical qualification e.g. Diploma in Office
Systems, Office Computing, or be progressing toward one.
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Requires routine supervision or straightforward tasks.
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Able to undertake some tasks with some complexity and knowledge equivalent to trade
certificate e.g. Pitmans.
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Possesses problem solving skills.
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Can undertake on-the-job training in regards to obtaining a broad knowledge of the work area
and functions carried out to possess the skills to provide general information, advice and
assistance to members of the public, patients and staff.
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Can perform a range of administrative support tasks including the standard use of Microsoft
Word, Excel and Outlook (e-mail), reception, basic data entry tasks.
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Can resolve relatively simple problems with reference to established techniques and
practices.
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Ability to understand and follow written or verbal instructions.
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Sets high standards of performance.
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Ability to work well in a team and foster good interpersonal relationship.
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Willing to support and assist other staff as required.
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Respect the privacy of individuals when dealing with personal information.
Key Accountabilities
Service Support
Provide high quality
administrative support to
Clinical & Outpatient
services, ensuring
efficient and effective
service delivery.
Deliverables
Provide timely and accurate
confidential administrative support to
enable the efficient functioning of the
service, including but not limited to:
 Set-up and maintain effective
electronic and paper filing systems
and procedures relevant to the
service, enabling quick access to
information.
 Identify potential improvements to
systems and processes to ensure
the continuous improvement of
administrative duties.
 Demonstrate attention to detail and
accuracy.
 Demonstrate a willingness to adapt
to changing needs of the service.
 Evaluates situations and identifies
existing or potential problems and
opportunities.
Southern DHB 82443 V1
Updated for clinical & OPD Administration Tea
Administration Officer A02 – Referral Centre May 2015
Examples to Measure
Against
 All duties performed to a
high standard.
 Prompt response to
requests.
 Enquires are handled
efficiently, promptly and
appropriately.
 Efficient transactional
processing.
 Adherence to work
practice in line with
organisational and
finance policies.
 Accurate high quality
documentation produced
in a timely manner.
 Incoming phone calls and
visitors are given
exceptional customer
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Undertake duties
associated with the
position, as required to
maintain an efficient
service, including up
skilling as
required/directed by the
manager.
 Demonstrate excellent customer
service.
service skills, by listening and
interacting with stakeholders in a
courteous, polite and responsive
manner while adhering to relevant
established protocols.
 Prioritise work to ensure
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Monitor e-text response mailbox
for appointment reminders and
forward to appropriate
service/secretary
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Process daily referrals from ED
and provide to Orthopaedic Clinic
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Check referral centre mail
box/basket upstairs in clinical
administration area & Outpatients
reception morning and afternoon
Open all mail received & action
outwards mail
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Check referral centre inbox on email system and print off referrals
if any
Date stamp referral with referral
centre date stamp (ensure stamp
has today’s date)
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Check patient eligibility eg:
Southern DHB area etc
Check patient details in iPM
(patient management system) eg:
name, address, telephone contact
details etc update where
necessary
Select initial tentative diagnosis
code and note on referral
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Be responsible for the data entry
of referrals into the Patient
Management System (iPM),
ensuring appropriate coding and
generate appropriate prioritisation
sheet and attach to the referral
Separate referrals into specialties
and distribute referrals to
appropriate speciality secretary to
work with consultants for referrals
to be sighted and prioritised by
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Southern DHB 82443 V1
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Administration Officer A02 – Referral Centre May 2015
efficient service delivery.
 Recognise that everyone
is entitled to
consideration and
respectful care without
prejudice.
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Text response mailbox
monitored twice daily
and sent to appropriate
service secretaries for
action
Print off ED reports and
put on referrals for
Orthopaedics /
Fracture Clinic
Mailbox/baskets cleared
Open all incoming mail
and deal with
appropriately. All
outwards mail provided
to mail centre prior to
mailing times
Referral centre inbox
cleared daily
All referrals /
correspondence
received in Referral
Centre date stamped
with current date
Check residency / DHB
boundaries
Details updated as
needed
Tentative general
diagnosis codes
allocated
Referrals entered into
iPM and prioritisation
sheet generated and
attached to referral
Referrals distributed out
for prioritisation
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Consultant or prioritised by their
delegate ie: clinical nurse
specialist etc
Be responsible for the data entry
of prioritised referrals returned
from Consultant/Nurse specialist.
Ensure those referrals waiting the
longest are entered first
On acceptance and prioritisation
of referral Create the of waiting
list entry.
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Returned referrals
updated in system
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Waiting list entry
generated for accepted
referrals
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Generate letter to patient and GP
acknowledging referral and
indication of wait time
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Letter acknowledgement
generated with
appropriate wait time
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Return accepted referrals back to
speciality secretary for filing in
waiting list folder
On rejection of referrals, update
details in system and generate
rejection letter
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Return accepted
referrals back to
secretary
Update referral,
generate rejection letter
and attached Elective
Services pamphlet for
patient.
Copy of letter to referrer
and patient
Send referral to clinical
records for filing
- Reports run weekly
and followed up with
appropriate
administration
colleagues
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Be responsible for doing weekly
reports of referrals in system that
are still unsighted and have no
priority and follow up with relevant
speciality secretary/Consultant
when required
Be responsible for doing quarterly
reports of referrals in system that
are still unaccepted and awaiting
results and follow up with relevant
speciality secretary/Consultant
when required
Data integrity
Southern DHB 82443 V1
Updated for clinical & OPD Administration Tea
Administration Officer A02 – Referral Centre May 2015
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Reports run
quarterly and
followed up with
appropriate
administration
colleagues
Undertake
audit/error/mapping and
national patient flow data
correction as required
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Key Accountabilities
Individual and team
performance
Participate in and
contribute to the
functioning of the team.
Establish and maintain an
effective working
relationship with other
staff.
Assist other staff when
required, and provide
relief cover to team
members on leave as
directed by the manager.
Examples to Measure
Against
Deliverables
 Participate as a team member to
ensure the best outcome for the
organisation.
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Active participation in the
team.
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Collegial support and
strong working
relationships evident with
other team members.
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Demonstrate a pleasant,
accepting and helpful
attitude.
 Actively engage with and support
colleagues, taking personal
responsibility for ensuring effective
working relationships with all team
members.
 Work to ensure a cohesive,
positive and highly motivated team
environment, with responsibility for
effective skills transfer and
knowledge share.
 Prioritise own workload and
 All duties performed to a
high level standard.
 The routine of the service
is uninterrupted.
manage own time effectively.
 Information is communicated in a
courteous and sensitive manner.
 When workload allows, proactively
assist other staff.
Maintain a current desk
file.
Maintain a high standard
of integrity and work ethic
including the utilisation of
DHB equipment and
consumables
economically.
Personal Development
 Provide leave cover as required.
 Keep an up to date desk file to
enable relief staff to pick up duties
without disruption to the workflow.
 Be able to work efficiently and
effectively unsupervised.
 Promote and adhere to the
philosophy of the Southern Way
principles.
 Undertake an annual performance
appraisal.
 Set and document prospective
goals and objectives.
 Maintain and improve work related
knowledge and skills.
Treaty of Waitangi
 The Southern District Health Board
is committed to its obligations
under the Treaty of Waitangi. As
an employee you are required to
give effect to the principles of the
Treaty of Waitangi - Partnership,
Participation and Protection.
Southern DHB 82443 V1
Updated for clinical & OPD Administration Tea
Administration Officer A02 – Referral Centre May 2015
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Key Accountabilities
Health and Safety
Deliverables
Examples to Measure
Against
 Foster and support commitment to
achieving the highest level of
health and safety, including
identification and reporting of all
hazards, assistance in resolving
issues that may cause harm to
staff, and working safely at all
times.
Quality and Performance
 Maintain professional and
organisational quality standards.
 Ensure delivered work is planned,
delivered, and implemented
consistently against quality
standards.
 Performance is in
alignment with HR quality
audit standards,
organisational
requirements, and
professional standards.
 Continuously identify improvement
opportunities to perform job in
most effective manner.
 Investigate opportunities to
achieve goals in a more efficient
way.
Note: The above example measures are provided as a guide only. The precise performance
measures for this position will require further discussion between the job holder and manager.
I have read and understand the above job description.
Name: ______________________________________
Signed:______________________________________
Date: _______________________________________
Southern DHB 82443 V1
Updated for clinical & OPD Administration Tea
Administration Officer A02 – Referral Centre May 2015
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