Position Description: Client Services Coordinator. headspace Bairnsdale General Manager Operations Date effective October 2016

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1 Position Description: Client Services Coordinator Location headspace Bairnsdale Approval General Manager Operations Date effective October 2016 POSITION SUMMARY The Client Services Coordinator provides high level practice management and administrative support to facilitate the delivery of care to young people who access the headspace centre. They operate according to the headspace model of care and in alignment with the business and strategic plans of the centre. The Client Services Coordinator is responsible for overseeing the day-to-day functioning of the headspace centre. Through the development, implementation and refinement of systems, they will work to ensure efficient and smooth service delivery and general operation. With a focus on client service and experience, the incumbent will provide high level support to enable the delivery of frontline care services by ensuring the coordination and service-wide application of systems to support the work of a multidisciplinary team. The Client Services Coordinator will work in a fast-paced environment and will be an experienced professional with considerable knowledge in health service operations and delivery. They will work collaboratively with all headspace staff, including an intake team, medical and allied health private practitioners, and administrative and support staff. The Client Services Coordinator will play a leading role in establishing (or developing) the headspace centre, using their organisational skills and knowledge of practice management systems and requirements. To find out more about headspace visit To find out more about Relationships Australia Victoria visit: KEY RESULT AREAS Area Professional Work Tasks Lead the administration team in providing high quality, responsive and accurate reception and administrative duties for the headspace centre team. Provide effective supervision and direction to client services trainees. Provide an efficient, welcoming first point of contact for actual and potential clients and referrers. Create a positive and inviting image of the organisation to all members of the community (actual and potential clients, and referrers) in person, over the telephone, or via Provide accurate and relevant information to all external enquiries regarding Page 1 of 5

2 Capability management, development and practice Continuous improvement Policies procedures and systems the organisation s services, processes, staff qualifications, waiting lists and fees. Timely professional decision making to determine the urgency of individual client needs for appointment scheduling, the appropriate service and service provider to meet their needs, and the handling of emergency situations including containing clients at first instance if and when required. Assist in the induction of all new staff and in the recruitment of administrative and clinical staff as required. Oversee and maintain a range of administrative functions at the centre, including IT services and support, stationery and practice supplies, equipment management and maintenance, facilities management, accounting and payroll systems, and medical history requests. Ensure appropriate documentation for private practitioners are on record and kept up to date, including documents related to credentialing, registration, Medicare billing, insurance, and service delivery. Support the operation of and communication between headspace centre staff and private practitioners. Ensure there is financial responsibility and accountability in areas of responsibility. Oversee all Medicare billing, batching and electronic claims, and ensure compliance with Medicare and other statutory requirements. Ensure all reporting and correspondence is timely, of a high quality and meets the needs of referring agents, healthcare providers and young people. Manage resources and rosters in a flexible and efficient manner to effectively manage client loads and to ensure timely and responsive service delivery. In conjunction with the Centre Manager, develop, implement and ensure compliance with relevant quality and safety professional and healthcare programs and standards. Liaise and work closely with Consortium members and external providers to ensure the effective functioning of the headspace centre. Receive regular evaluations from clients on their experience of clinical services received and use them to improve practice and achieve better outcomes. Stay contemporary in professional competency and skills through active participation in supervision and professional development. Demonstrate commitment to the objectives of the team and headspace Bairnsdale and show considerable drive and effort in achieving work and headspace Bairnsdale goals. Identify, develop and support and/or implement new initiatives, quality and continuous improvement activities as part of a continuous improvement process in own work, team and headspace Bairnsdale goals. Adhere to and comply with headspace Bairnsdale s policies, processes, and procedures, using appropriate systems when required. Model the organisations values, playing a role in raising the profile of these values and associated behaviours across the organisation including a positive contribution to work place harmony and displaying cooperative team behaviour. Proactively communicate, identify, report, assess OHS related risks and Page 2 of 5

3 hazards within the centre. Other Perform additional duties from time to time, as required by management. KEY PERFORMANCE INDICATORS Provision of professional, high quality administrative services to clients and community stakeholders and support of trainees. Maintenance of client enquiries, appointments, data and records in line with headspace and RAV requirements. Effective participation in line management supervision and professional practice development. Positive feedback from clients in relation to their dealings with Administration staff. Prompt reporting of notifiable incidents to the Clinical Leader and Centre Manager. Compliance with headspace Bairnsdale policies and procedures. Compliance with Federal and State Government funding requirements. Awareness of and compliance with headspace Bairnsdale organisational policies, procedures and systems. RELATIONSHIPS The position holder will be required to develop and maintain positive and effective working relationships with a broad range of people and organisations. They must positively represent headspace to the public, community, government and other organisations. Reports To Direct Reports Indirect Reports Internal Relationships External Relationships Centre Manager headspace Bairnsdale None None Private Practitioners including psychologists, social workers and general practitioners. Other clinical and non-clinical staff headspace Bairnsdale staff and allied health Relationships Australia Victoria staff Youth Advisory Group Family & Friends Reference Group Young people, their families and friends that access the Centre headspace National Office staff Gippsland Primary Health Network staff Consortium partner organisations and staff Local youth, health and community service providers, schools and staff Other headspace centre staff Government departments, ministers and staff Other external partners, vendors, providers and key stakeholders SELECTION CRITERIA Client Services Coordinator Qualifications and Registrations Formal qualifications (certificate or diploma level) in a relevant discipline. Or substantial experience in a similar practice management role within the health sector. Page 3 of 5

4 Experience Demonstrated experience in a practice management/client services role within a health setting that includes general practice, private allied health practice or community services (direct service) setting. Demonstrated experience developing and maintaining practice procedures for a general practice, private allied health practice setting or community services (direct service) setting. Demonstrated experience in supervising staff. Desirable Experience in the not for profit, non-government, and/or public health sector. Experience in the youth and/or mental health sector. Knowledge and Skills Specialist knowledge of the processes to efficiently and effectively manage a busy multidisciplinary health service. Exceptional interpersonal skills with the ability to work with a diverse range of people, in particular to respond to young people with respect and sensitivity. Highly developed verbal and written communication skills. Excellent organisational and time management skills, with the ability to prioritise and manage multiple and competing work tasks and deliver to agreed deadlines. Ability to work both independently and collaboratively as a productive team member. Advanced computer skills including word processing, spreadsheets and database applications, including the capacity to learn new software packages. Desirable Extensive working knowledge of Medicare and health insurance systems and processes, including ATAPS, Work Cover and other health billing systems. Knowledge and experience with medical practice software that supports clinical, billing and reporting systems. A broad understanding of the mental health and primary health care service system in Australia, including knowledge of relevant legislation. Personal Attributes Passionate about working with young people and committed to their health and wellbeing. High levels of professionalism, confidentiality and discretion. Ability and commitment to continuous learning. Strong work ethic, reliable and results focussed. Approaches tasks with a positive attitude. Self-motivated and demonstrates initiative. Page 4 of 5

5 Ability to think creatively and develop innovative solutions to problems. Adaptability and flexibility to changing work environments and requirements. WORKPLACE POLICIES AND PRACTICES All headspace employees and contractors are required to familiarise themselves with the organisation s policies and procedures and to abide by them at all times. It is expected that at all times employees and contractors will: Be respectful towards the organisation, colleagues, clients and the general public. Support the headspace vision and objectives and demonstrate the values of headspace. Take reasonable care for their own health and safety, and that of others in the workplace. The position holder must also: Maintain a current check for working with young people, as per the relevant state legislation. Undergo a current and satisfactory Police Check. Maintain a current driver s license, and have access to their own vehicle. Maintain eligibility to work in Australia. Participate in a 6-month probationary period. Participate in annual individual performance reviews and professional development planning. Have some flexibility to travel, and to work after hours (including weekends and evenings). Relationships Australian Victoria VALUES INCLUSIVITY Treating all people equally. RESPECT Treating everyone with respect. INTEGRITY Behaving with integrity in all our dealings. TRANSPARENCY Being open and honest in our communications. ACCOUNTABILITY Using our resources responsibly. EFFECTIVENESS Providing high quality, effective services and maintaining the highest professional standards. ADAPTABILITY Proactively responding to change to meet the needs of the community. FOR MORE INFORMATION: For further information about the role, please contact Cate Newcomen, Centre Manager headspace Bairnsdale, on Ph: Page 5 of 5