SA Health Job Pack Job Title Functional Team Leader, Debt Management Operations Job Number 575673 Applications Closing Date 12 February 2016 Region / Division Health Service Location Classification Job Status Indicative Total Remuneration* Department for Health and Ageing Finance & Corporate Services Adelaide or Glenside ASO6 Temporary Full Time (up to 24 months) $94,265 - $99,990 per annum Criminal History Assessment Applicants will be required to demonstrate that they have undergone an appropriate criminal and relevant history screening assessment/ criminal history check. Depending on the role, this may be a Department of Communities and Social Inclusion (DCSI) Criminal History Check and/or a South Australian Police (SAPOL) National Police Check (NPC). The following checks will be required for this role: Child Related Employment Screening - DCSI Vulnerable Person-Related Employment Screening - NPC Aged Care Sector Employment Screening - NPC General Employment Probity Check - NPC Further information is available on the SA Health careers website at www.sahealth.sa.gov.au/careers - see Career Information, or by referring to the nominated contact person below. Contact Details Full name Lynette Sax Phone number 8115 5005 Email address lynette.sax@health.sa.gov.au Public I1 A1
Guide to submitting an application Thank you for considering applying for a position within SA Health. Recruitment and Selection processes across SA Health are based on best practice and a commitment to a selection based on merit. This means treating all applications in a fair and equitable manner that aims to choose the best person for the position. A well presented, easy to read application will allow the panel to assess the information they need from your application. To give yourself the best opportunity to reach interview, the application should clearly and concisely demonstrate to the selection panel that you are suitably equipped to perform the role, and that you possess all of the stated minimum essential skills, abilities, knowledge, experience and educational qualifications (where required). The online application form to apply for this position will ask for employment history, education, qualifications and referees however to understand the position and requirements we suggest you become familiar with the attached Job and Person Specification. We request that you attach the following to your application - A covering letter of up to 2 pages introducing yourself to the selection panel and describing your skills, abilities, knowledge, qualifications and experience in relation to the position; A current Curriculum vitae/resume that includes your personal details, relevant employment history, education, training courses, qualifications and professional memberships. * Refer to http://www.sahealthcareers.com.au/information/ for further information regarding The Indicative Total Remuneration which is inclusive of Award salary, superannuation and other monetary benefits. Information for Applicants Criminal History Assessment requirements
ROLE DESCRIPTION Role Title: Functional Team Leader, Debt Management Operations Classification Code: ASO6 LHN/ HN/ SAAS/ DHA: DHA Hospital/ Service/ Cluster DHA Division: Finance &Corporate Services Department/Section / Unit/ Ward: Cash and Debt Management (CDMO) Role reports to: Manager, Debt Management Services Role Created/ Reviewed Date: 16 July 2015 ROLE CONTEXT Primary Objective(s) of role: > Responsible to the Manager, Debt Management Services for the effective and efficient: > Leading a team to deliver debt management and collections processes including resource allocation to meet service levels on agreed functions, debtor s case management where required, monitoring and following up outstanding balances, processing of approved debt write-offs, management reporting, review and customer support processes. > Compliance with the requirements of debt management policies, mentoring of debt management and collections team members and the delivery of more efficient and targeted debt collection practices will be a feature of the position. Direct Reports: > The Functional Team Leader, Debt Management Operations reports directly to the Manager, Debt Management Services Key Relationships/ Interactions: Internal > Will relate closely with units within Financial Accounting, Finance and Corporate Services and other divisions within SA Health External > Department of Human Services > Will liaise with external customers/service providers (e.g. Local Health Networks, Corporate Customers, Grant Donors, Patients, Workcover, Allianz and Health Funds, etc ) 1 of 8
Challenges associated with Role: Major challenges currently associated with the role include: > Developing and implementing improvements to work allocation, workflow, team member capacity and reporting. > Contributing to increased collection and resolution rates for outstanding debt. > Working with local health networks to drive and implement required business process changes to achieve effective debt collection strategies. > Leading a team in a high volume environment to achieve daily service level targets Delegations: > Delegations will be in line with the defined Departmental financial and human resource delegation levels. Resilience: > SA Health employees persevere to achieve goals, stay calm under pressure and are open to feedback. Performance Development The incumbent will be required to participate in the organisation s Performance Review & Development Program which will include a regular review of the incumbent s performance against the responsibilities and key result areas associated with their position and a requirement to demonstrate appropriate behaviours which reflect a commitment to SA Health values and strategic directions. General Requirements: Managers and staff are required to work in accordance with the Code of Ethics for South Australian Public Sector, Policies and Procedures and legislative requirements including but not limited to : > Work Health and Safety Act 2012 (SA) and when relevant WHS Defined Officers must meet due diligence requirements. > Meet immunisation requirements as outlined by the Immunisation Guidelines for Health Care Workers in South Australia 2014. > Equal Employment Opportunities (including prevention of bullying, harassment and intimidation). > Children s Protection Act 1993 (Cth) Notification of Abuse or Neglect. > Disability Discrimination. > Code of Fair Information Practice. > Relevant Awards, Enterprise Agreements, Public Sector Act 2009, Health Care Act 2008, and the SA Health (Health Care Act) Human Resources Manual. > Relevant Australian Standards. > Duty to maintain confidentiality. > Smoke Free Workplace. > To value and respect the needs and contributions of SA Health Aboriginal staff and clients, and commit to the development of Aboriginal cultural competence across all SA Health practice and service delivery. > Applying the principles of the South Australian Government s Risk Management Policy to work as appropriate. 2 of 8
Special Conditions: > It is mandatory that no person, whether or not currently working in SA Health, will be eligible for appointment to a position in SA Health unless they have obtained a satisfactory Background Screening and National Criminal History Clearance. > Prescribed Positions under the Children s Protection Act (1993) must obtain a satisfactory Background Screening and National Criminal History Clearance through the Screening and Licensing Unit, Department for Communities and Social Inclusion. > Background Screening and National Criminal History Clearances must be renewed every 3 years thereafter from date of issue for Prescribed Positions under the Children s Protection Act 1993 (Cth) or Approved Aged Care Provider Positions as defined under the Accountability Principles 1998 made in pursuant to the Aged Care Act 2007 (Cth). > Depending on work requirements the incumbent may be transferred to other locations across SA Health to perform work appropriate to classification, skills and capabilities either on a permanent or temporary basis subject to relevant provisions of the Public Sector Act 2009 for Public Sector employees or the SA Health (Health Care Act) Human Resources Manual for Health Care Act employees. > The incumbent may be required to participate in Counter Disaster activities including attendance, as required, at training programs and exercises to develop the necessary skills required to participate in responses in the event of a disaster and/or major incident. > Out of hours work and some intrastate/interstate travel may be required. > Flexible hours of work may in part be determined by the need to meet legislative and operational production and management deadlines. > The incumbent will uphold the values of the SA Health as reflected in the Strategic Plan. 3 of 8
Key Result Area and Responsibilities Key Result Areas Manage operations service delivery Manage Human Resource activities Lead process and procedure development and improvement Major Responsibilities > Manage the day-to-day running of the operations of a specific debt management team/function > Organise people resources to maximise the collection and resolution of outstanding debts > Assist the Manager, Debt Management Services to identify work programs and campaigns > Ensure timely and effective work allocation to operational team members. > Lead the development and implementation of campaigns for debt collection. > Contribute to the identification of appropriate KPI s > Work with and advise Supervisors on appropriate work group staffing levels and minimum output targets to be achieved. > Provide advice on complex debts. > Brief the Manager, Debt Management Services on any high risk debts and ensure debts are appropriately isolated for management. > Measure and report on performance against agreed standards and implement appropriate corrective measures if required. Where required, develop operational reporting to support operational practices. > Oversee and write correspondence and briefing materials relating to debt management activities. > Undertake performance management processes with team members to ensure all team members have performance plan in place and is actively managed. > Set individual and team goals in relation to debt collection performance. > Provide feedback to team members on performance and coach and mentor team members to achieve goals. > Ensure all team members have access to regular training and development in the tasks necessary for the provision of a high standard of debt management service > Implement workforce plans, succession plans and training. > Manage HR processes (ie recruitment, training,etc) for the team with the support of the Supervisors. > Ensure team specific induction for new staff is completed to agreed standards. > Work closely with Manager, Debt Management Services to identify team member needs associated with developing and enabling service delivery goals to be met > Lead the development and evaluation of new policies and procedures. > Support the Manager, Debt Management Services in relation to the implementation of policy and procedural changes. > Undertake research into operations and provide information as appropriate. > Undertake specific projects, investigations and reviews of existing and new systems, policy and work practices and procedures to make recommendations for improvements. > Monitor the collection rates/service level performance of the team and identify opportunities for improved work practices and develop specific action plans to implement changes. > Model and lead consistency of practice in operations across team. > Ensure effective and compliant debt collection practices are undertaken. 4 of 8
Facilitate effective working relationships Contribute to the well-being of people in South Australia Contribute to the promotion and implementation of the Public Sector Principles and in particular Equal Opportunity and Occupational Health, Safety and Welfare > Establish and maintain effective relationships with customers and stakeholders. > Actively participate in Debt Management team activities aimed at improving practices and services, and increasing collaboration between teams. > Ensure close collaboration and strong working relationships between the various debt management collection functional teams. > Contribute to the well-being of people in South Australia. > Contribute to the promotion and implementation of the Public Sector Principles and in particular Equal Opportunity and Occupational Health, Safety and Welfare. 5 of 8
Knowledge, Skills and Experience ESSENTIAL MINIMUM REQUIREMENTS Educational/Vocational Qualifications Personal Abilities/Aptitudes/Skills: > Proven ability to lead an operational team involving substantial volume of work to deliver the desired outcomes, including daily and monthly service level targets. > Demonstrated ability to analyse complex systems and make recommendations for improvement. > Communication skills, both oral and in writing, to positively contribute to a collaborative approach between the Debt Management team and its customers and stakeholders. > Strong decision making skills on the appropriate and cost effective collections actions in the management of outstanding debt. > Strong written skills with ability to communicate complex issues clearly and concisely. Experience > Demonstrated ability to lead and manage a team, motivate and encourage team members and manage performance in order to deliver strong service culture. > Experience in the successful management or supervision of debt management and collections services that are relevant to a hospital or health services environment > Experience in writing effective and readily understandable reports, briefs and customer communication. > Experience in training and mentoring staff in the skills and techniques relevant to debt collection functions. Knowledge > In-depth understanding of the relevant laws and processes including legal processes for the recovery of bad debts. > Knowledge of debt collection techniques. > Knowledge of contemporary administrative, human resources, financial, facilities, office and data security and records management principles and practices. DESIRABLE CHARACTERISTICS Educational/Vocational Qualifications > Qualifications relating to debt management / credit control. Personal Abilities/Aptitudes/Skills: > Skills in MS Excel and MS Access including ability to manage data and create operational reporting. Experience > Experience in procurement processes relating to outsourcing debt collection services or other similar functions. Knowledge > Nil 6 of 8
Organisational Context Organisational Overview: Our mission at SA Health is to lead and deliver a comprehensive and sustainable health system that aims to ensure healthier, longer and better lives for all South Australians. We will achieve our objectives by strengthening primary health care, enhancing hospital care, reforming mental health care and improving the health of Aboriginal people. SA Health is committed to a health system that produces positive health outcomes by focusing on health promotion, illness prevention and early intervention. We will work with other government agencies and the community to address the environmental, socioeconomic, biological and behavioural determinants of health, and to achieve equitable health outcomes for all South Australians Our Legal Entities: SA Health is the brand name for the health portfolio of services and agencies responsible to the Minister for Health and Ageing and the Minister for Mental Health and Substance Abuse. The legal entities include but are not limited to Department for Health and Ageing, Central Adelaide Local Health Network, Northern Adelaide Local Health Network, Southern Adelaide Local Health Network, Women s and Children s Health Network, Country Health SA Local Health Network and SA Ambulance Service. SA Health Challenges: The health system is facing the challenges of an ageing population, increased incidence of chronic disease, workforce shortages, and ageing infrastructure. The SA Health Care Plan has been developed to meet these challenges and ensure South Australian s have access to the best available health care in hospitals, health care centres and through GPs and other providers. Finance and Business Services Division: Finance and Business Services role is to develop and integrate the SA Health strategic financial plan to support the achievement of the SA Health Care Plan and guide the delivery of financial services to Local Health Networks, SA Ambulance and Statewide Clinical Support Services. The financial functions across SA Health are provided as an integrated service model, based on all functional activities being integrated into an aligned service that ensures consistency with corporate requirements and provides consistent levels of services across the Portfolio. The integrated finance function is comprised of 4 functional streams of Financial Accounting, Corporate Finance, Hospital Revenue and Financial Business Advisory Service, each managed by a Director that is responsible for the delivery of an effective functional strategy and capability across SA Health. The Directors are accountable to the Chief Finance Officer. This position is within the Cash and Debt Management unit which is responsible for the conduct of debt management, customer contact and enquiry for patient and corporate revenue across SA Health Local Health Networks, in alignment with relevant legislation and policy requirements. Values SA Health Values The values of SA Health are used to indicate the type of conduct required by our employees and the conduct that our customers can expect from our health service: > We are committed to the values of integrity, respect and accountability. > We value care, excellence, innovation, creativity, leadership and equity in health care provision and health outcomes. 7 of 8
> We demonstrate our values in our interactions with others in SA Health, the community, and those for whom we care. Code of Ethics The Code of Ethics for the South Australian Public Sector provides an ethical framework for the public sector and applies to all public service employees: > Democratic Values - Helping the government, under the law to serve the people of South Australia. > Service, Respect and Courtesy - Serving the people of South Australia. > Honesty and Integrity- Acting at all times in such a way as to uphold the public trust. > Accountability- Holding ourselves accountable for everything we do. > Professional Conduct Standards- Exhibiting the highest standards of professional conduct. The Code recognises that some public sector employees are also bound by codes of conduct relevant to their profession. Approvals Role Description Approval I acknowledge that the role I currently occupy has the delegated authority to authorise this document. Name: Signature: Role Title: Date: Role Acceptance Incumbent Acceptance I have read and understand the responsibilities associated with role, the role and organisational context and the values of SA Health as described within this document. Name: Signature: Date: 8 of 8