Medical Administrator

Summary of Duties:

The Medical Administrator is responsible for providing professional, efficient and patient-focused administrative and reception support within the dental practice.

The position is the first point of contact for patients and is responsible for ensuring a high standard of customer service, appointment management, administration, billing and communication.

From time to time, and where reasonably required by the operational needs of the practice, the employee may also be required to assist the clinical team with Dental Assistant duties, provided the employee has the appropriate training, competency and supervision.

The employee is expected to work collaboratively with dentists, dental assistants and other members of the practice team to ensure the smooth and efficient operation of the clinic.

Detail of Duties:

Reception and Patient Services

• Greet and welcome patients in a professional, friendly and courteous manner.
• Answer telephone calls, emails and patient enquiries promptly and professionally.
• Provide patients with accurate information regarding appointments, treatment arrangements, fees and practice procedures.
• Maintain a high standard of patient service and professionalism at all times.
• Manage patient concerns and complaints appropriately and escalate matters to the Practice Manager where required.
• Maintain patient confidentiality and privacy.

Appointment Management

• Schedule, confirm, reschedule and cancel patient appointments.
• Maintain accurate appointment books and minimise gaps in the diary.
• Manage cancellations, waitlists and emergency appointments.
• Coordinate appointments between dentists, dental assistants, specialists and external providers where required.
• Ensure appointment times are appropriately allocated according to treatment requirements.
• Contact patients regarding recalls, follow-ups and outstanding appointments.

Patient Records and Administration

• Create and maintain accurate patient records.
• Update patient contact details, medical histories and other relevant information.
• Process referrals, correspondence, reports and other documentation.
• Scan, upload and file documents appropriately.
• Ensure patient information is handled securely and confidentially.
• Perform general data entry and administrative duties as required.
• Assist with maintaining accurate clinical and administrative records.

Accounts, Payments and Health Funds

• Process patient payments and issue receipts.
• Process private health insurance claims where applicable.
• Provide patients with information regarding fees and payment arrangements.
• Prepare invoices and assist with outstanding account follow-up.
• Maintain accurate financial and billing records.
• Liaise with patients regarding account enquiries in a professional and respectful manner.

General Practice Administration

• Assist with opening and closing procedures as required.
• Maintain a clean, organised and professional reception and waiting area.
• Monitor stationery, office supplies and other administrative stock.
• Assist with ordering supplies when required.
• Complete administrative reports and other tasks requested by the Clinic Manager.
• Assist with maintaining efficient patient flow throughout the practice.
• Communicate effectively with clinical and administrative staff.

Dental Assistant Duties

Where reasonably required by the practice, the employee may be asked to assist the dental team with Dental Assistant duties.

These duties may include:

• Preparing treatment rooms before and after patients.
• Setting up and packing down dental instruments and equipment.
• Assisting the dentist during dental procedures within the employee's level of training and competency.
• Passing instruments and materials to the dentist as required.
• Maintaining appropriate infection prevention and control procedures.
• Cleaning, disinfecting and preparing treatment areas.
• Processing instruments for sterilisation in accordance with practice procedures and applicable requirements.
• Restocking treatment rooms and clinical supplies.
• Assisting with patient preparation and comfort.
• Supporting the dental team with general clinical room duties.
• Maintaining clinical areas in a clean, safe and organised condition.
• Assisting with other reasonable clinical support duties for which the employee is appropriately trained and competent.

The employee will only be required to perform clinical or Dental Assistant duties that are within their training, competency and scope of employment. Appropriate training, instruction and supervision will be provided where required.

Workplace Health, Safety and Infection Control

• Follow all practice policies and procedures.
• Comply with workplace health and safety requirements.
• Follow infection prevention and control procedures.
• Correctly use personal protective equipment where required.
• Report hazards, incidents, injuries and infection-control concerns promptly.
• Maintain a safe environment for patients, staff and visitors.
• Participate in relevant training and workplace safety activities.

Privacy and Confidentiality

The employee must maintain strict confidentiality regarding:

• Patient medical and dental information.
• Personal and contact information.
• Financial and billing information.
• Practice and employee information.
• Any other confidential information obtained during employment.
• All information must be handled in accordance with applicable Australian privacy and confidentiality requirements and the policies of the practice.

Stakeholder and Community Engagement

• Provide culturally safe and professional customer service.
• Build positive relationships with patients, families, community members and external service providers.
• Support community oral health promotion activities and outreach programs.
• Respond professionally to patient enquiries, complaints and feedback.

Reporting and Performance Monitoring

• Prepare regular reports on service utilisation, patient attendance, waiting lists and operational performance.
• Analyse administrative data to identify trends and opportunities for service improvement.
• Assist management with strategic planning and operational decision-making.

Essential Criteria

· Demonstrated skills and knowledge in working with Aboriginal People.

· Previous experience in medical, dental, healthcare or professional administration/reception.

· Excellent verbal and written communication skills.

· Professional and welcoming telephone manner.

· Strong customer service skills.

· Excellent organisational and time-management skills.

· High level of accuracy and attention to detail.

· Ability to work effectively in a busy dental practice.

· Ability to maintain patient confidentiality.

· Competent computer and administrative skills.

· Ability to work independently and as part of a team.

· Willingness to assist with Dental Assistant duties from time to time.

· Ability to follow practice policies, procedures and reasonable directions.

Education

The successful applicant will have:

A relevant bachelor’s degree or higher qualification in health administration, health services management, medicine, healthcare management, business management or a related discipline; or equivalent relevant professional experience.

Desirable Criteria

• Previous experience in a dental practice.
• Experience with dental practice management software.
• Dental Assisting experience or qualification.
• Understanding of dental terminology and common dental procedures.
• Certificate III or IV in Dental Assisting, Business Administration, Health Administration or a related field.

Key Personal Attributes

The successful candidate will demonstrate:

• Professionalism and integrity.
• A friendly and empathetic approach to patients.
• Reliability and punctuality.
• Excellent attention to detail.
• Initiative and willingness to assist others.
• Ability to remain calm and professional under pressure.
• Good communication and interpersonal skills.
• Flexibility to support both administrative and clinical operations when required.
• Commitment to providing a positive patient experience.
• Ability to work cooperatively as part of a multidisciplinary dental team.
• Performance Expectations

Performance will be assessed against:

• Quality and professionalism of patient service.
• Accuracy of appointments, patient records and administration.
• Effective communication with patients and team members.
• Efficient management of the reception and appointment diary.
• Accurate processing of payments and health fund claims.
• Compliance with practice policies and procedures.
• Appropriate performance of Dental Assistant duties when required.
• Commitment to infection control, workplace safety and confidentiality.
• Reliability, punctuality and teamwork.

Other Duties

The employee may be required to perform other duties that are within their skills, qualifications, training and competency and are reasonably required for the efficient operation of the dental practice.

OTHER RELEVANT INFORMATION

Performance will be appraised on an on-going basis and formally at the first 3 months and annually thereafter.

POLICE CHECK /WORKING WITH CHILDREN CHECK

All employees will be required to have a Police Check and or Working with Children Check in accordance with legislative requirements or as determined by the Board.

Consent to a Police Background Check/Working with Children Check must be provided prior to confirmation of employment. Employment is conditional pending the outcome of these checks.

Health DECLARATION FORM / PRE-EMPLOYMENT HEALTH CHECK

All employees must complete a Health Declaration Form prior to their appointment to their positon. The Griffith Aboriginal Medical Service reserves the right to further require a Medical Assessment or Functional Assessment to determine the applicant’s suitability for the position they are applying for.

Work Health and Safety

All employees must adhere to the Griffith Aboriginal Medical

Service (GAMS) Work Health and Safety Rules, Regulations and Policies including the wearing of protective clothing and Council issued personal safety equipment. All GAMS facilities have a “smoke free environment” whereupon smoking within such facilities and motorised vehicles is not permitted.

Behavioural Expectations

GAMS values trust, respect, integrity, collaboration, communication and innovation as core to all staff performance which would be demonstrated via the following:

• Maintain an excellent level of attendance and punctuality.
• Strict adherence to the principals and objectives of GAMS Policy and Procedures.
• Strict adherence to GAMS Work Health and Safety Rules, Regulations and Policies and maintain GAMS high safety standard.
• Work within GAMS Continuous Quality Improvement framework.
• Be courteous to the general public at all times.
• Matters requiring public comment to be referred to the Chief Executive Officer.
• Become one of the team and maintain a realistic level of team harmony.
• Carry out all operations efficiently and ensure minimal wastage in materials and labour.
• Report any unusual observance to your Manager/Supervisor.
• Maintain a high level of performance so as to enhance the quality of life of those around you and GAMS clients.
• Always set a high standard as the general public looks upon you as a symbol for GAMS

Pay: $60,000.00 – $80,000.00 per year

Benefits:

• Salary packaging

Work Location: In person