Patient Support Officer - Targeted

Step into the heart of critical care—where every moment matters, and compassion meets courage

Employment Type

Location: John Hunter Hospital | Awabakal Land

Whilst this position is open to all individuals, it is targeted to Aboriginal or Torres Strait Islander people under section 21 of the Anti-Discrimination Act 1977. Aboriginal or Torres Strait Islander people are encouraged to apply, and consideration will be given to suitable Aboriginal or Torres Strait Islander applicants to promote equal or improved access. Aboriginal or Torres Strait Islander applicants must demonstrate Aboriginal or Torres Strait Islander status in addition to addressing the selection criterion. 

About the role: 

The Surgical Services unit at John Hunter Hospital plays a vital role in our healthcare system, including a range of administrative and support functions crucial for the efficient operation of surgical and perioperative services. This position is based in our Ward G1 Trauma Surgery Ward working Thursdays and Fridays 7:00 am to 3:30 pm. You will be job sharing this position with our other wonderful Ward Clerk.

The work environment in the Trauma Surgery unit is dynamic and fast-paced, reflecting the demands of a major hospital. You will encounter situations that require you to handle sensitive matters with empathy and professionalism, especially when interacting with the families of patients dealing with traumatic injuries.

Whilst you as the Ward clerk will be required to navigate sometimes challenging and emotional relatives and patients, The culture is highly supportive and collaborative, with a strong emphasis on teamwork and professional development. Our staff is encouraged to take initiative and manage competing priorities, and we foster a culture of continuous learning and improvement. New team members are welcomed with a comprehensive induction and training program, including face-to-face and online training, and are paired with a mentor to ensure a smooth transition into their roles.

• Handling incoming calls: Managing a high volume of phone calls in a professional and courteous manner, directing inquiries to the appropriate staff, taking accurate messages, and providing information to patients, families, and colleagues.
• Managing email correspondence: Monitoring shared and individual inboxes, responding promptly to general inquiries, and escalating more complex issues to the relevant team members or departments.
• Scheduling appointments: Booking, confirming, and rescheduling patient appointments using internal systems, while coordinating with clinical staff to ensure efficient scheduling and patient flow.
• Patient arrivals and departures: Greeting patients upon arrival, completing check-in procedures via electronic medical records (EMR) systems, updating personal and insurance details, and facilitating check-out processes, including follow-up bookings and payments.
• Clinical typing and documentation: Accurately transcribing medical reports, letters, and notes as dictated by clinicians, ensuring confidentiality and timely processing of documentation.

 About You:

• Ability to handle sensitive situations with empathy, discretion, and professionalism
• Strong communication skills with the ability to engage effectively with patients, families, and healthcare professionals
• Excellent organisational skills with the ability to manage multiple priorities in a fast-paced environment
• High attention to detail to ensure accuracy in patient records, documentation, and data entry
• Willingness to work collaboratively with diverse multidisciplinary teams
• Commitment to supporting colleagues and contributing to shared team goals
• Ability to assess situations and develop practical, timely solutions

Previous administrative and/or customer service experience is desirable but not essential

The successful applicant will receive comprehensive support through an induction and training program, which includes both face-to-face and online training, along with mentorship to facilitate a smooth transition into the role. We ideally would like to roster 2 weeks of training to begin with. Additionally, employees have access to career development opportunities, which support their continuous learning and advancement within the organisation

Additional Information

 An eligibility list will be created for future temporary part time vacancies.

 Need more information?
  1) Click here for the Position Description
  2) Find out more about applying for this position
For role related queries or questions contact Isabella Pearsall on isabella.pearsall@health.nsw.gov.au

Applicants will be assessed against the essential requirements and selection criteria contained within the position description (link below). For assistance addressing selection criteria visit: https://bit.ly/3vL5fq2

Stepping Up Website is a resource designed to help indigenous job applicants apply for positions in NSW Health. For more information, please visit: http://bit.ly/HNEHealthSteppingUp.

At Hunter New England Local Health District, we are an inclusive employer dedicated to fostering a diverse, inclusive, and welcoming workplace.  Our commitment to a workforce that reflects the community we care for is essential for delivering the highest quality healthcare to our community. We encourage people with diverse lived experiences to apply. If you require any accommodations or adjustments to the recruitment process please let us know when you apply or at any stage of the process. We will work with you to meet your needs and create the best possible experience. Please contact Rebecca.Caldwell@health.nsw.gov.au for confidential support to ensure an equitable, barrier-free application process. 

Information for Applicants: 

Applicants will be assessed against the essential requirements and selection criteria contained within the position description (link below). For assistance addressing selection criteria visit:https://bit.ly/3vL5fq2  

This is a Category A position. Recommended applicants will be reviewed for compliance with NSW Health policy directive PD2024_015: Occupational Assessment, Screening and Vaccination against Specified Infectious Diseases for Category A positions prior to offer. All new employees must agree to comply with the requirements outlined in the policy. 

Salary Packaging: is beneficial to most Hunter New England Health employees and may increase your take-home pay! Salary package a range of personal expenses including novated motor vehicle leases, relocation expenses, and HECS/HELP debt. Find out more by contacting SalaryPackagingPLUS! via nswhealth@salarypackagingplus.com.au or 1300 40 25 23. 

Hunter New England Health employees may be eligible for a range of benefits such as allocated days off (ADO) for full time employees, long service leave, paid maternity leave, and salary packaging options including meal expenses.  
 
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