No: MDH0003982 V 4.0 Reviewed: February 2021 Next Review Date: 01/02/2022

RECEPTIONIST

PD – Receptionist

No: MDH0003982 V 4.0 Reviewed: February 2021 Next Review Date: 01/02/2022

OUR VALUES

Values & Expected Behaviours are based on the Application of Public Sector Standards, Relevant
Enterprise Bargaining agreements, Awards, Fair Work Australia, Code of Conduct for Victorian Public Sector Employees and our
MDH Strategic plan and Great Care Model.

We value our Staff and have faith that they will express a positive attitude by actively modelling and promoting our values and
ensuring every person who has contact with receives Great Care – consistently and every time.

We deliver great care
We strive for the best health outcomes for our consumers
and communities every time. Consumers are at the centre
of our care and we consistently provide high-quality, safe
and personalised care. We demonstrate empathy and
kindness in every aspect of our care.
Our commitment to Great Care is underpinned by four
guiding principles:
1. Personal- the individuals’ values, beliefs and

uniqueness’ guide all aspects of planning and delivery
of care.

2. Effective–the right care is delivered in the right way
and at the right time.

3. Connected–care and information is received when
needed, and in a co-ordinated way.

4. Safe–avoidable harm is eliminated.

We respect each other
We respect our peers, our consumers, our hospital and
our environment. Care is delivered thoughtfully and
with compassion. We are considerate of our consumers’
dignity and privacy, and our consumers trust and have
confidence in our quality of care. We actively listen and
act fairly, impartially and without judgement.
Behaviours to support value
Lead by example – champion positive behaviour
Treat people equally – support human rights
Be open and honest in our dealings with others
Report improper or inappropriate conduct
Treat others fairly and objectively, considering all

relevant facts
Communicate courteously
Promote positive relationships that support the

values and objectives of the organisation
Be respectful of people from culturally diverse

backgrounds
Seek to resolve conflict constructively

We work together
We work as a cohesive team and feel connected to the work
we do together. We maintain strong connections to our
diverse communities in and outside of Mansfield. We work
in collaboration with our partners to deliver exceptional
care. We have honest and open conversations with our
staff, consumers and the community.
Behaviours to support value
Being honest, open and transparent in our dealings

with our colleagues
Use powers responsibly
Identifying and avoiding conflicts of interest in our

daily practice.
Working to clear objectives in a transparent manner
Our staff will ensure freedom from discrimination,

harassment and bullying
Acknowledge the views, opinions, beliefs and ideas of

others
Discuss differences in a clear and calm manner
Refrain from using behaviours that are abusive,

intimidating ad patronising

We empower each other
We support and trust each other to deliver an
exceptional consumer experience. We give our
consumers the information and resources they need to
make considered and informed decisions about their
health care. We continuously support our staff in their
development and empower them to make decisions
based on their best judgement.
Behaviours to support value
Accepting responsibility for our decisions and

actions
Cultivating and maintaining relationships that

support the goals of the organisation
Actively implementing, promoting and supporting

our values
Feel empowered to perform our best
Promote diversity and equality
Empower employee wellbeing, self-care and

awareness
Seek continuous personal development
Actively listen and use positive body language

PD – Receptionist

No: MDH0003982 V 4.0 Reviewed: February 2021 Next Review Date: 01/02/2022

Position Purpose

This position is the first point of contact for the organisation, presenting a professional impression for
and on behalf of the organisation. This role is responsible for receptionist and administrative duties for
the organisation.

This position reports to the Health Information Officer.

Key Responsibilities

The key reception and administrative duties required include;
Answer and forward all incoming phone calls;
Make and manage bookings for ultrasound appointments. Confirm via phone each ultrasound

appointment - 24 hours prior to appointment;
Make and manage bookings for X-ray appointments;
Make bookings in Physiotherapy diary;
Make bookings in Podiatrists diary;
Serve all counter enquiries and direct where necessary;
Collect mail from Post Office, sort and disseminate mail;
Process ultrasound patient, photocopy referral, fill out Medicare details, fax referral to Benalla

Radiology;
Process X-ray patient, photocopy referral, fill out Medicare details, fax referral to Benalla

Radiology;
Correspond with X-ray patients regarding picking up films;
Forward on all emails received through main reception;
Receive payments of accounts, cash, cheque or credit card;
Process donations received;
Count up money in donation tins and process;
Reconcile cash drawer daily;
Process bank run daily;
Ensure banking is delivered to NAB prior to 4.00 pm daily;
Process mail at end of day and deliver to Post Office;
Reconcile petty cash as required;
Produce and maintain Internal and external phone list;
Miscellaneous photocopying for staff;
Miscellaneous word processing for staff;
Maintain all office equipment, organise servicing and the fixing of breakdowns;
Look after administration’s supply of general stationery;
Place weekly stationery orders with purchasing officer on behalf of administration staff;
Ensure there are always a stock of “Aged Care Information Packs”. If not make them up;
Maintain and prepare selected agendas from meeting schedule in a timely manner. Copy and

distribute;
Type minutes of selected organisation meetings. Copy and distribute;
Make up Midwifery information packs as required, includes photocopying of relevant

brochures;
Ensure there are always a stock of Discharge packs – photocopy brochures and obtain current

version of documents from PROMPT;
Ensure there are always a stock of Operating Theatre Discharge packs –obtain current version

of documents from PROMPT.

PD – Receptionist

No: MDH0003982 V 4.0 Reviewed: February 2021 Next Review Date: 01/02/2022

All staff have a direct responsibility to ensure the organisation provides safe and high-quality health
services. It is also the responsibility of all staff to develop and maintain a working knowledge of the
National Safety and Quality Health Service Standards (NSQHSS), Common Community care Standards and
Aged Care Quality Standards relevant to their position.

In addition to the key responsibilities specific to your role, you are required to deliver on the
Key Organisational Accountabilities (refer Appendix 1) which are aligned with the Mansfield District
Hospital strategic aims.

Key Selection Criteria

Essential:
Certificate in Clerical / Office Administration or equivalent experience;
Demonstrated ability to maintain confidentiality;
Strong customer service focus and professional presentation; High level of verbal and written

communication skills;
Sound knowledge of Microsoft Office 2010 and associated applications i.e. Word, Excel,

PowerPoint, Publisher;
Ability to use electronic and manual office equipment including printers, photocopier, facsimile,

scanner, thermal binder, laminating machine and shredding machine in conjunction with OH&S
practices;

Demonstrated ability to prioritize tasks and work unsupervised;
Proven ability to work within a team environment.
Demonstrated commitment to the organisation’s values.

Desirable:
Experience in the health industry and/or aged care environment;
Prior use of switchboard and associated programs;
Current Victorian Drivers Licence.

Additional Requirements

All employees are required to:
Obtain a police / criminal history check upon commencement of employment (MDH facilitated)
Obtain a working with children check prior to employment
Obtain an immunisation Health Clearance upon employment
Report to management any criminal charges or convictions you receive during the course of your

employment
Comply with relevant ’s clinical and administrative policies and

guidelines
Comply with and accept responsibility for ensuring the implementation of health and safety

policies and procedures
Fully co-operate with in any action it considers necessary to maintain

a working environment, which is safe, and without risk to health
Protect confidential information from unauthorised disclosure and not use, disclose or copy

confidential except for the purpose of and to the extent necessary to perform your employment
duties at

Be aware of and comply with relevant legislation: Public Administration Act 2004, Victorian
Charter of Human Rights and Responsibilities Act 2006, Work Health and Safety Act 2011, the
Work Health and Safety Regulations 2011 (and 2012), the Victorian Occupational Health and
Safety Act 2004, Fair Work Act 2009 (as amended), the Privacy Act 1988 and responsibilities
under s141 Health Services Act with regard to the sharing of health information

Be aware of and comply with the Code of Conduct for Victorian Public Sector Employees and
other MDH employment guidelines

PD – Receptionist

No: MDH0003982 V 4.0 Reviewed: February 2021 Next Review Date: 01/02/2022

General Information

Redeployment to other services or sites with may be required
Employment terms and conditions are provided according to relevant award/agreement
is an equal opportunity employer and is committed to providing for its

employees a work environment which is free of harassment or discrimination. The organisation
promotes diversity and awareness in the workplace

This
performed by the person appointed to the role. It is not intended to be an exhaustive list of all
responsibilities, duties, and skills required. reserves the right to
modify

This document provides a summary of the role and duties of the position and forms the basis for
periodic review (annual performance appraisals) of individual performance

is a smoke free environment

PD – Receptionist

No: MDH0003982 V 4.0 Reviewed: February 2021 Next Review Date: 01/02/2022

Risk Assessment Matrix
Under Occupational Health and Safety, potential risks associated with this position are detailed below. Employee
familiarity and compliance with emergency procedure codes apply to all areas of the hospital

Aspects of Normal Workplace Frequency Comments

Work Environment
Clinical Area for the management of patients/ residents
Administrative and office environments
Training facilities and rooms
Traveling or driving in cars

Occasionally
Constant
Infrequently
Infrequently

Core business activity

Office area for the completion of reports, computer operation,
phone usage, handwriting. Fully adjustable ergonomic equipment
is available.

Constant
Involves sitting for
considerable amounts of
time. Need to self-manage.

Work Activity
Exposure to Substances.
Hazardous substances are part of the hospital workplace (e.g.
blood). Protective equipment and procedures are in place to
prevent contact.

Infrequently SDS data sheets available.

A No-Lift program is vigorously supported at Mansfield District
Hospital. Reaching and stretching more than 30cm

Bending forward (e.g. filling photocopier)
Bending forward squatting, e.g. picking up boxes)

Intermittent

Intermittent
Intermittent

Annual training is mandatory

Only few minutes at any one
time, weight of articles not
substantial.

Clerical work
Handwriting of reports. Telephone conversations, computer
operation which may include data entry

Constant Involves sitting for
considerable amounts of
time. Need to self manage

OH&S Management
Participation in hazard information identification and

improvement strategies
Correct and safe use of all equipment
Correct and safe use of all protective equipment
Follow safe working procedures and systems

Continual

Continual
Continual
Continual

Includes Hazard or Incident
Reports. Attendance at OHS
meetings.

Work relationships
Professional interaction with medical, nursing and admin staff
Interact with colleagues and other hospital staff
Members of the public
Patients and relatives

Continual
Continual
Continual
Continual

Need to constantly monitor
situation.

Training
Manual Handling
Basic Life Support
Emergency Management
Attendance at seminars and conferences

Occasionally Training in accordance with
MDH policy and guidelines

PD – Receptionist

No: MDH0003982 V 4.0 Reviewed: February 2021 Next Review Date: 01/02/2022

I confirm I have read the
requirements of the position.

Employee’s Name:

Employee’s