This unit applies to work in a range of health settings where health services are provided with direct client contact involved

Application of this unit should be contextualised to reflect any specific workplace requirements, issues and practices

ELEMENT

PERFORMANCE CRITERIA

1. Communicate effectively with staff and clients

1.1 Process mail to facilitate communication flow

1.2 Process telephone communications and pass on messages

1.3 Manage client appointment bookings

1.4 Provide information and advice regarding services and fee structure of the practice to meet client needs

1.5 Collect and provide information to facilitate communication flow

1.6 Manage waiting clients

2. Manage office administration tasks

2.1 Maintain information and records system to ensure its integrity

2.2 Apply knowledge of practice to complete routine administration tasks

2.3 Maintain and use computer files and programs

2.4 Use office equipment to perform routine tasks

2.5 Prepare businessdocuments

2.6 Create and update client records according to practice protocols

3. Perform routine financial activities

3.1 Monitor cash control for accounting purposes

3.2 Monitor stock level and order supplies

3.3 Apply knowledge of fee structure to prepare and process accounts

3.4 Prepare routine financial documents

4. Provide basic health care assistance

4.1 Use practice specific/medical terminology correctly when communicating with staff and clients

4.2 Carry out routine tasks to assist health care practitioner

4.3 Process referrals to specialist practitioners

4.4 Document interactions with clients according to practice protocols

5. Work effectively within a team

5.1 Co-ordinate own work schedule to complete tasks and achieve team goals

5.2 Apply knowledge of employee and employer rights and responsibilities to workplace environment

5.3 Participate in workplace meetings and communications

5.4 Review and develop own performance

5.5 Respect cultural and personal differences

5.6 Recognise and respect organisation culture

5.7 Understand and work within own abilities and the boundaries of own role as per practice protocols

5.8 Provide and receive constructive feedback

5.9 Be supportive of team goals and team members

5.10 Undertake responsibilities and duties in a positive, courteous manner to promote cooperation and productive relationships

This describes the essential skills and knowledge and their level required for this unit.

Essential knowledge:

The candidate must be able to demonstrate essential knowledge required to effectively do the task outlined in elements and performance criteria of this unit, manage the task and manage contingencies in the context of the identified work role

This includes knowledge of:

Administrative procedures

Appropriate external agencies

Appropriate information sources

Financial procedures

Organisation policies and procedures

Principles and practices of the specific health care practice

Routine tasks in a health care practice

Stock management requirements

The services provided and associated procedures of the practice

Essential skills:

It is critical that the candidate demonstrate the ability to effectively do the task outlined in elements and performance criteria of this unit, manage the task and manage contingencies in the context of the identified work role

This includes the ability to:

Apply reading and writing skills (literacy competence) required to fulfil job role in a safe manner and as specified by the organisation The level of skill required includes:

reading and following practice specific procedures and policies, signs and instructions, using correct spelling, grammar and punctuation

following routine oral and written sequenced instructions

Apply oral communication skills-language competence required to fulfil job role in a safe manner and as specified by the organisation. Assessors should look for skills in:

relaying information

using appropriate and correct practice specific terminology

using correct pronunciation and sentence structures

questioning to clarify terms and context

listening to and understanding workplace instructions

clarifying workplace instructions when necessary

Apply research skills to increase own knowledge of services offered by the practice

Carry out office administrative tasks

Carry out routine tasks

Effectively communicate with work colleagues and clients

Effectively pass on communications

Make appointments

Manage own work load

Process financial transactions

Respond appropriately to client information needs and requests

Use correct practice specific/medical terminology

Use office equipment

Use interpersonal skills effectively to interact appropriately with clients and others from diverse backgrounds and cultures

The evidence guide provides advice on assessment and must be read in conjunction with the Performance Criteria, Required Skills and Knowledge, the Range Statement and the Assessment Guidelines for this Training Package.

Critical aspects for assessment and evidence required to demonstrate this competency unit:

The individual being assessed must provide evidence of specified essential knowledge as well as skills

Consistency of performance should be demonstrated over the required range of situations relevant to the particular workplace

Assessment involves access to an appropriate workplace or simulated realistic workplace setting, using relevant organisation policy, guidelines, procedures and protocols

Access and equity considerations:

All workers in the health industry should be aware of access and equity issues in relation to their own area of work

All workers should develop their ability to work in a culturally diverse environment

In recognition of particular health issues facing Aboriginal and Torres Strait Islander communities, workers should be aware of cultural, historical and current issues impacting on health of Aboriginal and Torres Strait Islander people

Assessors and trainers must take into account relevant access and equity issues, in particular relating to factors impacting on health of Aboriginal and/or Torres Strait Islander clients and communities

The Range Statement relates to the unit of competency as a whole. It allows for different work environments and situations that may affect performance. Add any essential operating conditions that may be present with training and assessment depending on the work situation, needs of the candidate, accessibility of the item, and local industry and regional contexts.

Information may include:

Messages

Requests

Observations

Verbal or written information

Manage client appointment bookings may include:

Checking daily for non-attendance by recalled clients

Documenting reason for appointment according to practice protocols

Minimising 'did not attends'

Scheduling adequate length of appointment

Scheduling appropriate timing of appointment taking into consideration:

urgency

best time of day or week for both practice and client

facilities required

Manage waiting clients may include:

Ensuring health promoting materials are available in the waiting area

Informing client of delays

Maintaining cleanliness and tidiness of the waiting area

Offering alternative appointment options

Removing hazards from the waiting area

Document interactions with clients may include:

Adding document(s) to client's records

Noting significant conversations in client's records or practice journals

Office equipment may include:

Computer

Fax machine

Photocopier

Scanner

Telephone

Transcription machine

Business documents may include:

Letters to clients

Letters to service providers

Cash control may include:

Banking

Documentation

Ledger/computer entry

Processing of money collected

Receipts

Stock level may include:

Cleaning materials and equipment

Equipment/supplies

Promotional material

Stationery and administrative supplies

Stock for practitioner treatments

Treatment ingredients

Financial documents may include:

Banking records

Cash book entries

Computer entries

Inventory records

Order forms

Receipts

Transaction records

Routine tasks may include:

Administration

Assisting practitioner as required

Banking

Maintaining clean work and reception areas

Maintaining communication flow

Managing stock

Ordering and receiving supplies

Preparing and dispensing medicines

Processing accounts

Processing appointments

Processing referrals

Processing test requests

Providing information to clients/practitioner/work colleagues

Receiving clients

Sterilising equipment

This unit contains Employability Skills