Administrative Service Officer 3 – Customer Service Officer (01HYH) Job Description Administrative Service Officer 3 – Customer Service Officer (Job Number: 01HYH)

Full Time


Job Title: Customer Service Officer
Classification: Administrative Service Officer Class 3
Position Number: 40235, several
Annual Salary: $60,039 – $64,616
Branch: Clinical Services
Section: University of Canberra Hospital
Vacancy Type: One position is permanent full-time and the other is temporary full-time
Duration: Temporary position is 10 months with the possibility of extension
Closing Date: 28 February 2019
Contact Officer: Lydia Thomas (02) 5124 8303

About us

Canberra Health Services is a values-led Directorate. Our values guide our day to day actions, behaviours, decisions and communications to successfully deliver the best services to meet the needs of our community. They were developed by us, for us and are unique to our work.

Overview of the work area and position

The University of Canberra Hospital (UCH) – Specialist Centre for Rehabilitation, Recovery and Research, is a 140 bed sub- acute care facility providing rehabilitation, aged care and mental health services.

UCH operates under an integrated facility wide administration model delivering administration support to Rehabilitation, Aged and Community Care (RACC) and Mental Health services including reception, booking, scheduling, referral management, ward support and general office administration duties.
Under the direction of the RACC Office Manager, the Customer Service Officer is responsible for the provision of administrative support and customer service functions to support the effective and efficient delivery of UCH services.
Customer Service Officers report directly to the RACC Office Manager and to the respective Clinical Lead for any clinical matters. Customer Service Officers will be required to work in both the Inpatient and Ambulatory Services administration teams.

Eligibility/Other Requirements:

Prior to commencement successful candidates will be required to:
• Undergo a pre-employment Police check.
• Obtain a Compliance Certificate from Occupational Medicine Unit (OMU) relating to assessment, screening and vaccination processes against specified infectious diseases.


There are two positions available. One position is permanent full-time and one position is temporary full-time for 10 months with the possibility of extension. These positions may be required to work rotating shifts including weekends, evenings and public holidays.


1. Under general direction, undertake reception, administrative or general office duties for both inpatient and ambulatory services, to provide high quality administrative support for clinicians and customer focused services to patients and their carers.

2. Undertake duties as outlined in the relevant operations manual in accordance with departmental policies and procedures.

3. Provide high-level customer services, in accordance with quality customer service principles and practices.

4. Work in a collaborative and flexible manner with all staff members to provide administrative support during hours of operation as directed.

5. Undertake all data entry with a high level of attention to detail and accuracy.

6. Supervise, train and support colleagues as required.

7. Undertake other duties appropriate to this level of classification which contribute to the operation of the section with the delivery of high quality person and family centred, safe and high quality patient care.

Selection Criteria:

These are the key criteria for how you will be assessed in conjunction with your resume and experience.

Your statement of claims against the selection criteria should summarise how your skills and experiences would enable you to fulfil the responsibilities of the position. It is therefore in the interests of candidates to present their application in a way that demonstrates significant outcomes associated with each of the criteria, as well as the capabilities and behaviours that underpin them.
(Please note that it is not necessary to address the capabilities and behaviours individually).

1. Sound organisational, interpersonal and problem solving skills.

2. Well established computer skills including experience in the use of Microsoft office suite and the ability to quickly learn new medical IT systems.

3. Demonstrated ability to communicate and liaise professionally and effectively and work as a group member in a team environment.

4. Demonstrated understanding of confidentiality principles and their application within a health environment.

5. Demonstrates commitment to work, health and safety (WH&S) and the positive patient experience and displays behaviour consistent with ACT Health’s values of Care, Excellence, Collaboration and Integrity.

About Canberra Health Services

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