MERCY HEALTH
POSITION DESCRIPTION
Booking Clerk Receptionist
Outpatients Department
Core Mercy Values
Compassion, Hospitality, Respect, Innovation, Stewardship, Teamwork
Position title:
Outpatient Booking
Receptionist
Employee name:
Entity/Group:
Outpatients Department
Date:
Business Unit/Department:
Position reports to:
Mercy Hospital for Women
Reception Manager
Outpatients Department
Positions reporting to this
one:
Position Purpose:
Compliments and supports strategic direction and management of the Mercy Outpatient Department by
providing effective and efficient processing of specialist outpatient clinic bookings. The provision of
excellent customer focused care, compliance with Victorian Integrated Non-Admitted Health (VINAH) for
all data entry related to specialist clinic bookings alongside smooth running and cohesion within the
Mercy OPD booking office is vital to this position.
Previous experience and sound knowledge of :  Patient Management System (i.e. iPM)
 Computer literate including word and excel
Qualifications:
MHW
October 2013
OPD Receptionist Booking Clerk
Mandatory Organisational Competencies
Personal Competencies
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Orientation
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Diversity
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Job Competencies
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Excellent communication skills
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Highly developed interpersonal
skills
Commitment to customer focus

Fire and Emergency Procedures
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Ability to maintain confidentiality

Competent computer skills and use of patient
management systems (iPM)
Ability to learn software programs as required

Work Health & Safety

Flexible and responsive to change

Clerical skills/ Telephone reception

Infection Control
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Ability to work independently and
as part of a team

Awareness of continuous improvement cycle

Capacity to trouble shoot and
problem solve

Understanding of Medicare eligibility and
necessary electronic documentation regarding
this

Take ownership of all task and
functions to ensure smooth
functioning of the OPD booking
office

Preparation and maintenance of iPM hospital
waiting list
Key Result Areas
Mercy Health Values
 Demonstrates and upholds the Values
and Mission of Mercy Health.

Standard Measures
Values of Mercy Health are
incorporated into daily work
practices for all staff
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Ensure the efficient operation of the
specialist clinics (OPD) bookings office
including booking patients onto the
obstetric waiting list.
MHW
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Patient and doctor satisfaction
Good utilisation of available
consulting sessions
Waiting list accurately reflects all

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Key Activities
Be compassionate and provide support to staff
and customers
Consistently shows respect and values each
person’s dignity
Seeks opportunities to be innovative for
improvement
Communicates openly and honestly as an
effective team member
Provide courteous and professional reception
services to patients, doctors, and both internal and
external health care providers.
Comply with access policy guidelines regarding
OPD Receptionist Booking Clerk
Key Result Areas
Standard Measures
public patient bookings.
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Ensure the provision and implementation
of quality service

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Organisation successfully
accredited by ACHS
Participates in quality activities
100% compliance with patient
confidentiality

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Ensure effective lines of communication
are maintained
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MHW
Well informed staff working in a
harmonious environment
Evidence of a culture with open
and transparent communication
Opportunities are available for
participating in communication i.e.
team meetings, communication
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Key Activities
referral management
Urgent referrals to be processed on day of receipt
Non urgent referrals to processed within 3 working
days
Liaise with Midwifery and Gynaecology clinic
coordinators daily to ensure appropriate triaging
and access for all referrals
Liaise with FBC and US to ensure all referrals are
captured
Ensure that all public patients are booked onto the
obstetric waiting list appropriately and the obstetric
waiting list is maintained to reflect accuracy at all
times.
Liaise with OPD NUM regarding Obstetric booking
numbers and catchment areas
Compliance with occupational health and safety
policy and procedures
Actively contributes to continuous improvement
activities
Keeps up to date with quality accreditation
standards
Attends in-services as required
Contributes towards successful accreditation by
ACHS
Compliance with relevant policies and procedures
including patient confidentiality and privacy
Staff to behave in accordance with Mercy Health’s
values at all times & resolve conflict as required
Demonstrates supportive behaviours for
colleagues
Promotes a pro-active approach to communication
Attends hospital forums and department meetings
as required
OPD Receptionist Booking Clerk
Key Result Areas
Standard Measures
book, emails, memos

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Ensure the provision of customer
focussed care and service

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Actively participates in learning, training
and change processes within Mercy
Hospital for Women

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Contributes toward a collaborative
approach for policy & procedure review
& development

Minimal customer complaints
Minimum timeframe to resolve
complaints
Customer satisfaction surveys

Workplace knowledge is up to
date
Professional representation of the
department
100% compliance with compulsory
training
Participates in planning and
implementation of change

Continuous policy and procedure
review and development
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Takes reasonable care to protect the
health and safety of themselves, fellow
staff and others in the workplace.
Contributes to raising safety standards in
the area
MHW
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Reports hazards, near misses and
injuries immediately
Comply with risk management
policies and procedures and
instruction
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Key Activities
Establishes effective and appropriate patterns of
communication with clients, colleagues and
management
Initiates and maintains accurate documentation as
required
Knowledge of Mercy Health ‘Complaints Policy’
and Incident Reporting
Pro-active customer service focus for both internal
and external customers
Constantly monitor service standards
Keeps abreast of contemporary work-related
issues
Attendance at seminars, meetings and in-services
including compulsory training
Participation in performance appraisals
Actively seeks opportunities for further learning
and training
Pro-actively contribute to continuous improvement
within the organisation resulting in change
Active participation in orientation to new activities
Undertakes other appropriate duties as requested
Develop & maintain appropriate standards of
knowledge for policy and procedures
Monitor the effects of changes on policy and
procedures in order to understand the impact it
has on services
Participate in regular and timely reviews of existing
department policies
Complete incident reports as required
Elect and support health and safety
representatives
Contribute to risk assessments as required
Participate in training and meetings regarding
OPD Receptionist Booking Clerk
Key Result Areas

Employee’s Signature:
Standard Measures
Attend all safety meetings and
training sessions
Key Activities


safety
Participate in aggression management training
Proactive in using communication skills to deescalate distressed or agitated callers
Date:
Print Name:
Line Manager Signature:
Date:
Print Name:
Previous Review Date: January 2010
Updated Date:
October 2013
MHW
OPD Receptionist Booking Clerk