Position Description
Central Gippsland Health Service
Service: Administration
Position Title: Ward Clerk
Classification level: WC1
Reports to: Health Service Manager
The Service:
The structure:
Central Gippsland Health Service (CGHS) is
the major provider of health and residential
aged care services in the wellington Shire
with more than 70 acute beds: 180 high
and low care residential aged care beds,
as well as 15 independent living units. Acute
services are situated at Sale (incorporating
an Operating Suite, Emergency
Department, Critical Care Unit, Obstetrics,
Level 2 Nursery and Paediatric services)
with some acute beds located at Maffra
and Heyfield.
Director of Nursing
Health Service Manager
Ward Clerk
Administration Assistant
Maffra Hospital is a campus of Central
Gippsland Health Service and has its own
Health Service Manager. A 39 bed facility
providing aged and acute care. The aged
care services at McDonald Wing include 30
beds providing high level residential aged
care, along with 9 acute beds. Acute
services provide general medical, palliative
care and post natal care. Community
Services such as outpatient physiotherapy,
dietetics, allied health, maternal and child
health nursing services are on site.
Medical services are provided from two
clinics in Maffra by General Practitioners
Decision making / delegation
This position is at operational level and will have input into planning and decision making processes as
part of the service team. The position reports to Health Service Manager who holds a delegated authority
to the level of Department Head/Manager in accordance with “CGHS Instrument of Delegation”.
The work context:
The Ward Clerk is part of a team of staff who work harmoniously together providing a pleasant and
efficient working environment to meet the needs of the residents, patients and the community
The Ward Clerk will also be required to interact effectively with other departments within the organisation
and external stakeholders.
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The purpose of the position:
The role of the Ward Clerk is to provide clerical and administrative support including admissions,
discharges and transfers to both acute and residential aged care, with a customer focused, quality
service to clients , the community and relevant stakeholders
This will occur within the principles of care coordination, where patients/clients/residents have access to
a highly coordinated health care and community support system.
The key responsibilities of the role:
Specific Responsibilities
Provide a courteous, efficient and effective service
Provide general clerical and administrative assistance including:
Printing and photocopying, advanced word processing, creating documents and spreadsheets,
filing.
 Provide general reception and intake including:
 Answer, screen and direct telephone inquiries to relevant personnel, make appointments, update
patient and resident detail in relevant databases, answer internal and external enquiries.
 Participation in processes related to admissions, discharges and transfers.
 Prepare and distribute correspondence.
 Manage mail, emails, scanning, faxing, labels and resident Identification photos
 Retrieve medical records on request.
 Prepare and maintain patient/resident records in accordance with Health Information Standards.
 Prepare handover and resident or patient lists as needed
 Use Medicare online claiming system to process resident entry, discharge and transfer
 Enter data to spreadsheets and appropriate databases.
 Work with a variety of databases.
 Order supplies as requested using the oracle system
 Ensure all document proformas are updated and available at all times.
 Provide any necessary information to residents, patients, families and visitors.
 Assist in the preparation of statistical data for internal and external reporting.
 Prepare resident entry packs and information booklets
 Arrange patient and resident transport requirements
 Participate in orientation of new staff members relating to general running of the unit.
 Provide detailed clerical and administrative assistance
 Actively participate in quality activities and accreditation processes in accordance with standard
practice.
Admissions
 Print daily patient admission, discharge and census reports.
 Reconciliation of Bed Days, Inpatient census against midnight census. Ensure all patients are
recorded in correct beds/wards etc. daily.
 Interview patients attending for admission, ensuring their information is verified and correctly
updated on the inpatient management system and that the inpatient Registration Form is printed
and signed/
 Ensure out of hours admission forms are correct and signed/
 Maintain files of patient registration forms for admitted and discharged patients on a daily basis.
 Print Inpatient labels on request.
 Complete health fund claim forms and send to Finance Department for processing.
Elective Bookings
 Advise patients of admission times.
 Make required appointments for patients prior to admission.
 Prepare and distribute patient information letters.
 Prepare and distribute internal and external stakeholder correspondence.
 Data entry for elective bookings.
 Processing of cancelled, postponed and suspended of elective bookings.
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Generic Responsibilities
o Work collaboratively with all members of the multidisciplinary team to facilitate integrated
person-centred care leading to timely and effective client discharge.
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Actively participate in quality activities and accreditation processes in accordance with standard
practice.
Manage OH&S consistent with overall OH&S programs, policies and procedures within CGHS and
also: look after your own health; look out for the health and safety of others in the workplace;
follow safe work practices; report hazards and injuries; participate in agency health promotion
initiatives and support healthy lifestyle choices for staff
Contribute extensively to the development of an annual capability development plan designed
to support you to:
o achieve your personal goals and objectives;
o live ethically within your personal value system; and
o enthusiastically support CGHS to achieve our strategic and service delivery goals and
objectives
Support patient, client and community participation in decisions in all aspects of the service
Work within agency policies, procedures and code of conduct
Typical work schedule:
Monday to Friday 0930-1500 or 0830-1700
Relationship to Strategic Plan:
Key Issue / Strategy
Level of responsibility
Population health planning
Workforce Capability
No specific role
Participate in workforce capability planning for you and
others within your work group and further afield as
appropriate. Support your own and others capability
development, including providing learning support within
our workgroup.
Acute Services Sustainability
Provide a courteous, efficient and effective elective waiting
list, booking and admission service to CGHS, the community
and internal and external stakeholders.
No specific role
Support and assist CGHS to take affirmative action with
regard to Care Coordination. Identify and liaise with care
coordinators to ensure patient requirements are met in
relation to transport, attending appointments and
preparation for elective admission.
Sustainability of Specialist Medical Services
Care coordination
Koori wellbeing
Cultural and linguistic diversity(CALD)
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Support and assist CGHS to take affirmative action with
regard to Aboriginal and Tories Strait Islanders. Identify and
liaise with care coordinators and Koori Liaison Officer to
ensure Koori patients’ needs are met in preparation for
elective admission.
Support and assist CGHS to take affirmative action with
regard to our CALD community. Identify and liaise with care
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HACC Competitiveness
Business Units – Medical Imaging
Business Units – Linen Service
Building Infrastructure
Junior Medical Staff Accommodation
Energy Efficiency
coordinators to ensure CALD patients’ needs are met in
preparation for elective admission.
No specific role
No specific role
No specific role
No specific role
No specific role
Promote efficient use of resources and minimise waste.
Qualifications:
Medical Terminology qualifications and/or preparedness to undertake appropriate training.
Certificate III in Business administration or appropriate and relevant experience.
Required experience / other (not covered by leadership and technical capabilities)
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Keyboard and data entry skills
Ability to touch type
Experience with basic cash management, invoicing , receipting, reconciliation
Experience in health services field desirable.
Demonstrated skills in effective communication, consultations and interpersonal relations.
Ability to prioritise own work and to work with minimal supervision.
Ability to work with older people with complex healthcare and social needs
Police check as per CGHS procedure
Leadership Capabilities
THINKS CREATIVELY AND SOLVES PROBLEMS EFFECTIVELY
 Understands the work area’s direction and how it delivers its service
 Links own work to the health service’s work priorities
 Applies creative approaches to issues and problems.
 Shows judgement, intelligence and commonsense.
ACHIEVES RESULTS
 Responds to client needs and organizes resources
 Shares expertise and uses technology effectively
 Adapts to and implements change
 Delivers on intended results.
DEMONSTRATES PERSONAL DRIVE AND INTEGRITY
 Demonstrates professionalism and acts ethically
 Engages with risk and shows personal courage and resilience
 Takes personal responsibility for meeting objectives and progressing work
 Demonstrates self awareness and a commitment to personal development.
COMMUNICATES EFFECTIVELY
 Communicates clearly
 Listens, understands and adapts to the audience
 Negotiates effectively.
WORKS PRODUCTIVELY WITH OTHERS
 Builds internal and external relationships
 Values individual differences and diversity
 Works co-operatively
 Guides people
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Technical Capabilities
Manage quality customer service (mapped to BSBCUS501A)
 Plans to meet internal and external customer requirements
 Ensures delivery of quality products and/or services
 Monitors, adjusts and reviews customer service
Develop keyboarding speed and accuracy (Mapped to BSBITU307A)
 Using safe work practices develop keyboard skills, proofreading for accuracy.
Handle receipt and dispatch of information (Mapped to BSBINM303A)
 Receive and distribute incoming mail.
 Receive and dispatch outgoing mail, including bulk mailing.
 Organise urgent and same day deliveries.
Organise schedules (Mapped to BSBADM307B)
 Establish and manage schedules.
Use business technology (Mapped to BSBWOR204A)
 Select and use technology.
 Process and organize data.
 Maintain technology.
Maintain business resources (Mapped to BSBADM311A)
 Advise and acquire resource requirements.
 Monitor resource usage and maintenance.
Recommend products and services (Mapped to BSBPRO301A)
 Develop and maintain knowledge of products and services.
 Recommend products and services.
 Advise on promotional activities.
Organise workplace information (BSBINM301A)
 Collect, assess, organize and review information needs.
Design and produce text documents (Mapped to BSBITU303A)
 Design and store word processed documents, including tables, data and images.
Design and produce business documents (Mapped to BSBITU306A)
 Design and produce documents, using a range of functions of design and layout (ensure
consistency).
 Finalise document including proofreading, modifications, storage and printing.
Write simple documents (Mapped to BSBWRT301A)
 Plan, draft, review and write simple documents.
Produce texts from notes (Mapped to BSBADM302B)
 Take notes ensuring accuracy. Transcribe, edit and revise text.
Produce spreadsheets (Mapped to BSBITU304A)
 Plan, create and produce simple spreadsheets and charts.
Produce desktop published documents (Mapped to BSBITU309A)
 Create desktop published document ensuring design, structure and layout are logical.
 Utilise text and graphics, scanned or imported graphics.
 Ensure consistency of design.
Create electronic presentations (Mapped to BSBITU302A)
 Create and finalise electronic presentations.
Create and use databases (Mapped to BSBITU301A)
 Create and use simple databases, reports and queries.
Organise personal work priorities and development (Mapped to BSBWOR301A)
 Organise and complete own work schedule.
 Monitor own work performance.
 Coordinate personal skill development and learning.
Utilise a knowledge management system (Mapped to BSBINM302A)
 Access and use knowledge management system, input contributions.
 Review and improve work practices.
Deliver and monitor a service to customers (Mapped to BSBCUS301A)
 Identify customer needs and deliver a service.
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 Monitor and report on service delivery.
Process customer complaints (Mapped to BSBCMM301A)
 Respond to and refer complaints.
 Exercise judgment to resolve customer service issues.
Contribute to workplace innovation (Mapped to BSBINN201A)
 Identify opportunities, discuss and develop ideas with others, addressing practicalities of change.
Comply with organizational requirements for protection and use of intellectual property (Mapped to
BSBIPR301A)
 Identify organizational expectations for complying with intellectual property requirements.
 Support policies and procedures and contribute to recommendations about non-compliance
issues.
Work effectively with diversity (Mapped to BSBDIV301A)
 Recognise individual differences and respond appropriately.
 Work effectively with individual differences.
Participate in environmentally sustainable work practices (Mapped to BSBSUS201A)
 Identify current resource use.
 Comply with environmental regulations.
 Seek opportunities to improve resource efficiency.
Generic Capabilities
Care Coordination
 Understand the general concepts of an ageing population, chronic disease, ambulatory care
sensitive conditions, and response from the health and aged care sector
 Has knowledge of general concepts of care coordination, multidisciplinary teams and
interdisciplinary processes
 Understands general care coordination processes as they relate to your care setting
 Understands and supports intake role and streamlined service booking systems with regard to your
service
 Understands and supports person centered care as it applies to patient/client determined goals,
assessment , care planning and multidisciplinary service delivery planning
 Effectively accesses service directory to provide information and access service for people
 Understands concepts of and provides targeted health promotion and health coaching for
clients/patients
 Completes or contributes to the completion of the initial needs identification/assessment and
other relevant tools
Continuous Improvement (mapped to: BSBFLM309C)
 Continuously looks for and contributes to continuous improvement opportunities.
 Understands and effectively uses CGHS “Riskman Q” quality improvement system.
Contribute to OHS Processes and Workplace Safety (mapped to: HLTOHS300B)
 Understand the importance of, and work in accordance with OHS legislation, standards and
codes of practice.
 Maintains CGHS OH&S system within responsibility areas.
 Maintains procedures for identifying hazards, and assessing and controlling risk, including using
“Riskman”, incident reporting and risk management system.
 Maintains a quality OH&S management system.
 Communicate effectively about safe work practices within your service team environment.
 Contribute and evaluate risk control activities within your service area.
 Implement emergency response procedures within the scope of your training and competence.
Organise Personal Work Priorities and Development (mapped to: BSBWOR301A)
 Commits to on-going professional and capability development consistent with the CGHS
Workforce Capability Framework.
 Access, complete and record your professional development opportunities.
 Ensure that you have read the Strategic Plan for CGHS and participate in the development of a
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workforce capable of meeting the services delivery and strategic goals and objectives.
Facilitate Responsible Behaviour (mapped to: CHCCS401B)
 Effectively demonstrated behavior in accordance with CGHS policies and procedures in relation
to role responsibilities, inclusive of organizational requirements, for example:
o Access, Use and Disclosure of Information
o Equal Opportunity
o Whistleblowers Protection
o Dispute Resolution – Grievance Procedure
o Workplace Bullying and Harassment
o The Privacy Principles
o Code of Conduct for Victorian public sector employees
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Manage your own behavior in a way which enables sustained performance and an appropriate
work/life balance.
 Actively supports CGHS organizational culture through role modeling CGHS organisational values.
Service Excellence (mapped to: CHCCS311C & HLTCSD201C)
 Shown knowledge and commitment to excellent customer service.
 Achieves high levels of service excellence.
Communicates and Works Effectively within the Health Environment (mapped to: HLTHIR301B)
 Expressed an understanding of what is expected in relation to written and verbal communication
within the work area and ensures communications contain necessary information to achieve their
purpose.
 Showed professional empathy.
Perform and Comply with Mandatory Competencies as relates to your Role Responsibilities, which may
include:
 Fire Safety (mapped to: FPICOR2204B)
 Manual Handling/Back care (mapped to: HLTHSE204C)
 Minimal/No Lift (mapped to: HLTHSE204C)
 Cardiopulmonary resuscitation (CPR) (mapped to: HLTCPR201B)
 Infection Control (mapped to HLTIN301C)
 Other
I confirm that I have read and understand the above information and that this
document forms part of my contract of employment.
Employee’s Name: ________________________________________
Employee’s Signature: _____________________________________
Date: _____________________________________________________
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Director’s signature: ________________________________________
Date: ____________________________________________________
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