Medical Receptionists, Administrative Assistants, Ward Clerks
General Description
This administrative staff seminar offers receptionists, clerks and assistants working in health services an opportunity to update their knowledge on some key and relevant topics. These include customer service, time management, conflict resolution, communication challenges, occupational health and safety and trans-cultural issues. Information about allergic reactions, asthma and infection control will also be given. All-in-all, this seminar provides a wonderful opportunity to network with colleagues whilst learning at the same time.
Need for Program
The content of this two day program specifically caters for the learning needs of Medical Receptionists, Administrative Assistants and Ward Clerks. In their roles as front-line staff they carry several layers of responsibility. Refreshing their knowledge and providing problem-solving inspiration should enhance the efficiency of their reception, administration and/or clerical activities. Participating in this program will include the additional social benefit of networking with those undertaking similar work.
Aims and Objectives
The aim of these study days is to offer a forum for receptionist / administrative assistants and ward clerks, who work in health care services, to learn new skills to improve the overall quality of their work. A further aim is to enable staff that work in similar roles to share ideas on good work practices.
At the conclusion of these study days it is expected that the participants will be able to:
Explain the significance of delivering the highest level of ‘customer’ responses and service to patients and others with whom you interact.
Work more effectively in your role.
Describe three examples of professional communication relating to challenging circumstances at work.
Day 1
Day 2
Educators
8:30am - Registration and Refreshments
9:00am - Getting to know you - Creating a powerful learning team
This quick first session will assist you to “get into the learning zone”.
How to set your learning targets and get the maximum benefit out of these study days.
A quality improvement approach – a look at the principles underpinning the course.
9:15am - Between a rock and a hard place - A Review of Your Challenging and Evolving Role
An exploration of the various roles of participants and how they are likely to evolve in the future and the skills you will need.
How to have more control of your work environment through an understanding of the ‘bigger issues’ impacting on health care today. A look at systems, teams, culture and scarves!
Which type of skills are you likely to require in the near and distant future in order to adequately fulfil your role?
9:30am - Working Semi-Independently in a Busy Clinical Environment
Many work environments are becoming increasingly complex and demanding. Consequently, there is ever-more reliance on the ability of staff to self-manage and multi-task. Topics include:
The underlying principles relating to self-management.
How to demonstrate integrity in all work situations.
The importance of professional boundaries.
How to know when a boundary is being breached and what to do.
Being generally risk averse in all circumstances.
10:30am - Morning tea and coffee
11:00am - Productive Work Activities and Routines
Failing to plan effectively is a fundamental reason for dissatisfaction in the work place. This session suggests tips for staying on your feet, completing tasks and trouble-shooting when problems arise. Topics include:
Having a quality mindset.
Setting realistic work goals.
Prioritising your workload e.g. scheduling and juggling appointments, billing procedures or completion of health insurance forms.
Learning to remain personally ‘buoyant’.
12:30pm - Lunch break & time to network
1:30pm - Busy-Busy-Busy or Simply Trying to Achieve Too Many Outcomes at Once?
It is easy to become distracted and lack focus. In this session you will look at:
The importance of focus and attention.
Managing time – keeping on track - in time and in control.
Pitfalls of time wasting.
The ‘file or flick’ or “delegate or dump” approach to documents.
Which practical changes can you put in place to immediately manage your time better?
How to remain buoyant while multi-tasking.
3:00pm - Afternoon tea and coffee
3:30pm - Work Safety in Focus
A look at what do you need to know about occupational health and safety legislation?
Revision of key aspects of how to reduce risk to patients and their relatives, yourself and other staff.
4:00pm - Review of the Key Learning Outcomes of Day One
4:15pm - Close of Day One of Program
9:00am - Refresh and Recharge: Key Learning Outcomes of Day One
9:15am - Effective Eorkplace Communications and Assertiveness
A look at values and beliefs and how they affect your ability to communicate.
How good at communicating are you?
Do you hear or do you listen?
The importance of body language in your communication.
Why perception is a ‘wild card’ and the importance of realising this.
Why is unconditional positive regard so important.
What is the difference between being passive, being assertive or being aggressive?
10:30am - Morning tea and coffee
11:00am - Customer Service Imperatives and The Power of Your Communication
Organisations are increasingly concerned about the manner in which staff respond to patients needs and enquiries.
When vulnerable, sick people are not listened to, or are treated in a flippant manner, it can have a bad impact on their sense of well-being. As well, it reflects poorly on an organisation.
How can you ensure that you ‘come-across’ as a concerned representative of your service?
What standards should guide your behaviour?
Which types of communication are most helpful when dealing with patients and relatives and why?
Dealing calmly and effectively with demanding people.
Using zero tolerance in regard to unacceptable behaviours.
What to do when unreasonable expectations are expressed by staff or patients?
12:30pm - Lunch break & time to network
1:30pm - Dealing With Conflict at Work
This session explores good and bad conflict and why disruptive behaviours should be quickly dealt with. Topics include:
Understanding conflict - is a conflict-free workplace a realistic goal?
Why is an understanding of your own motivations, attitudes and response patterns important?
Comments on the need to identify unhelpful conflict that interferes with service activities, staff morale and work conditions.
How to deal with unreasonable expectations and manipulative behaviours.
What are key negotiating tactics for achieving conflict resolution?
3:00pm - Afternoon tea and coffee
3:30pm - Taking Your Improvements Back to Your Workplace
This final session reviews your learning experience. It is now time to make a plan for improvements that can be immediately deployed in your work place.
What will you do to increase your job satisfaction?
What three changes will you make to your work routines to improve your personal effectiveness?
What is your personal plan for Life Long Learning?
4:00pm - Close of Program and Evaluations
Ilze Jaunberzins
Principal of PowerMind Life & Leadership Coaching, a science-based life and leadership coaching practice. Ilze is a highly experienced nurse, manager and educator. Ilze is dynamic and passionate about nursing and committed to assisting RNs and ENs to reflect on their practice in order to facilitate the delivery of high quality patient care.
Presenting in: NSW, VIC,
Margie O'Kane
Margie has an impressive nurse management background with vast experience in a broad spectrum of health care settings. She now works with staff in a range of health care facilities as a management coach. Her work is varied and includes the completion of a complaints response project for Qld Health. Margie has extensive teaching experience and her presentations are knowledgeable and enlightening. Margie is consistently highly evaluated by those who attend her educational programs.
