Clinical Service Coordinator / Practice Manager

• Clinic Services Coordinator/Practice Manager – QCGP+
• Position: Clinic Services Coordinator
• Location: Fortitude Valley, Meanjin (Brisbane)
• Employment Type: Full-Time
• Salary: $82 122.77 – $107 790.72 + Superannuation + Salary Sacrifice
• Start Date: Flexible – no later than July preferred

About Us:

QCGP+ is a multidisciplinary, bulk-billed primary care clinic that is committed to improving the health and wellbeing of Lesbian, Gay, Bisexual, Trans, Intersex, Queer, Sistergirl and Brotherboy Queenslanders. As Clinical Services Coordinator, you will be responsible for the coordination and support of all services delivered by QCGP+, and will play a key role in ensuring that a culturally secure environment is upheld for all individuals accessing and contributing to our services.

Key Responsibilities:

This position oversees the following key duties and responsibilities:

Day-to-day clinic operations

• Supervise day-to-day operations to ensure smooth and efficient operation
• Staffing/scheduling
• Planned + unplanned leave
• Workflow management and on-site support to staff as required

Administrative functions

• Manage clinic software updates and configuration for practice purposes
• Management and oversight of ‘Hot Doc’ configuration
• Management and oversight of ‘Best Practice’ configuration
• Stay updated on industry trends, regulations, and technologies to drive continuous improvement for the clinic
• Regular communication with staff through facilitation of monthly meetings
• Demonstrated understanding of the clinical significance of a robust recall and reminder system, with capacity to develop protocols and manage the ongoing administration of the recall and reminder process

Clinical

• Develop, implement, and maintain policies & procedures that reflect best practice, and enable consistent high quality patient care
• Clinical governance – ensure service is compliant with regulatory requirements
• Handle patient enquiries, complaints, and feedback in a professional and timely manner
• Manage and respond promptly to incident reporting
• Monitor clinic flow and capacity. Anticipate and plan for future needs

People Leadership

• Recruitment, onboarding, and training of new staff
• Annual reviews and work planning in partnership with team members
• Arrange mandatory training for staff and maintain annual records
• Collaborate with healthcare providers to optimise patient care delivery and enhance patient satisfaction
• Arrange continuous professional development and education opportunities for staff

Performance reporting & financial management

• Develop and monitor budgets, financial reports, and performance metrics to achieve operational goals and reports for relevant funding bodies
• Oversee medicare billing (senior receptionist completes first-line)
• Upskilling administration and clinical staff re: medicare billing procedures

External Partnerships

• Initiating and maintaining engagements with external organisations E.g. MoUs w/ specialists – authorisation testosterone scripts
• Establish level of LGBTIQ+ safety for referrals

IDEAL CANDIDATE

• Demonstrated commitment to cultural security and genuine person-centred care
• Excellent knowledge of healthcare services and systems
• Strong leadership abilities with excellent communication and interpersonal skills
• Strong attention to detail and commitment to quality and accuracy
• Proficiency in software applications including Best Practice, Hot Doc, Outlook, Excel
• Knowledge of medical terminology, medicare billing practices, and healthcare regulations.
• Ability to prioritise tasks and work efficiently
• Prior experience in navigating accreditation under RACGP and HSQF frameworks
• Flexibility to adapt to changing priorities and evolving healthcare needs of unique LGBTIQ+ community
• Registered Nurse or other clinical accreditation with practice management experience in similar role (highly desirable but not essential)

Required skills for this position

This position requires a demonstrated track record in support to a diverse and multidisciplinary organisation and the ability to be a welcome first point of contact to our many diverse community members and partner organisations, key stakeholders and paid and unpaid workforce members.

• Strong working knowledge of Medicare billing, private billing, grant fund management/reporting.
• Demonstrated ability to direct and support clinic operations within RACGP and Human Service Quality Framework.
• Experience with general practice management software (Best Practice experience highly regarded).
• The ability to support an organisation through high level administrative and operational processes, including the coordination of maintenance, supplies and workflow coordination across multi-disciplinary teams, and organisational accreditation systems.
• Demonstrated experience with change management and delivery of genuine consultation and co-design.
• The ability to administer bookings, contracts for services, suppliers and supplies.
• Highly developed interpersonal, communication and negotiation skills and the ability to build and maintain good working relationships with key stakeholder including paid and unpaid staff, community partners, suppliers and other stakeholders.
• An understanding of and commitment to the role of peers in the delivery of services to our communities and to the values and principles of the organisation.
• Highly developed computing skills including competency in web based systems, Mac and PC based applications and remote working systems.

Supervisory Positions: Medical Administrator, Senior Administrator, General Practitioner, Registered Nurse

Other key relationships: Mental Health Team leader, Quality and Integrity Manager, People Support and Finance Officer.

Working from Home

Whilst this position is primarily based on location, flexible working arrangements are available and reviewed on a regular basis.

Contribution to QC values and culture

• Our work is always informed by the evidence, and at the centre of what we do are the voices of community.
• We also utilise the Rainbow Tick Principles and Practice Standards to guide our work, and use this Framework to facilitate genuine Lesbian, Gay, Bisexual, Trans, Intersex, Sistergirl and Brotherboy inclusion and continuous innovation and quality improvement amongst staff and other parts of the organisation. Demonstrating inclusion and meeting the Practice Standards in our own work is a key deliverable for all staff positions.
• The Queensland Council for LGBTI Health is also committed to walking alongside Aboriginal and Torres Strait Islander peoples to build stronger relationships, cultural autonomy, understanding and recognition of the history, cultures and diversity that make up Australian First Nations peoples.

If you have any questions, or would like to have confidential conversation regarding this role, please email [email protected] using the subject line: Clinical Service Coordinator / Practice Manager enquiry via EthicalJobs.

A position description is attached.