Team Leader – Medical Reception Capabilities
Please note Galambila Aboriginal Health Service considers that being Australian Aboriginal is a genuine occupational qualification under s.14 of the Anti-Discrimination Act 1977 NSW – the successful applicant will need to provide documentation that they are recognised by the Aboriginal Community as being of Aboriginal descent.
Essential
Determined: Research options and sets a clear path; deals with obstacles and impediments; has clear goals.
Resilient: Recovers from setbacks; overcomes obstacles and setbacks; learns from experience and identifies areas for self-development.
Professionalism – Time Management: Prioritises work; delegates appropriately demonstrating an understanding of organisational, team, and individual priorities and capacities; ensures that key requirements are met.
Professionalism – Problem-solving: Implements systems to address adverse events and problems, assists teams to take proactive approach to problem-solving.
Communication – Interpersonal skills: Models self-awareness, self-management and social awareness in communications, problem-solving and conflict resolution; motivates others through personal interactions; mentors development of other staff.
Leadership and Team-work – Team dynamics: Manages team dynamics, supports productive working relationships and work -life balance and collaboration.
Client Confidentiality and dignity: creates systems and policies for protection of client confidentiality and fosters a culture of respect for clients’ dignity.
Complaint handling and continuous improvement: Resolves frontline client complaints and looks for ways to improve client service delivery.
Desirable
1. Experience in leading or line managing a team.
2. Experience in a medical practice or health related field.
3. Experience with specialist medical software such as PracSoft and Medical Director.
Licence
1.Current ‘C’ Class driver’s licence is mandatory for this role.
Qualifications
There are no mandatory qualifications for this position, however, the following qualification (or equivalent) is highly regarded.
- Certificate IV or Diploma in Business Administration
- Certificate III Medical Reception
- Diploma of Practice Management
Position Description
Objectives
The Team Leader – Medical Reception will:
- Provide supervision and leadership to a small team of Medical Receptionists promoting communication, and teamwork in a busy front-line health environment; and
- Develop, implement, and review reception and administration processes to ensure excellent customer service fostering a safe, professional, and welcoming environment for clients, visiting specialists, and staff.
Key Areas of responsibilities
1.Deliver excellent customer service to clients accessing Galambila with a particular focus on:
a.Ensuring systems and processes are in place that ensure a consistent quality service to clients;
b.Ensure reception and administration processes support the safe, welcoming, friendly and professional environment;
c.Ensuring client communication is provided during busy periods; and
d.Supporting triage of clients and re-prioritisation of client appointments.
2.Develop and implement systems and processes to support the coordination of visiting specialists and regular health clinics including:
a.Rostering and planning of specialist and allied health clinics;
b.Medicare and specialist billings;
c.Patient Booking Systems including transportation;
d.Consult room booking arrangements; and
e.Ordering and stocking clerical and medical supplies.
3.Provide supervision and leadership to Reception staff by:
a.Mentoring and coaching staff;
b.Building and fostering a collaborative teamwork culture and enhancing internal communications;
c.Undertake performance management and feedback for direct reports on a regular basis;
d.Identify learning, and training needs for direct reports and support the delivery of development opportunities;
e.Manage the scheduling and rostering of a small team;
f.Supporting the Senior Aboriginal Health Workers and Practice Manager in managing workloads and resources; and
g.Undertake regular team meetings and follow-up on deliverables and actions items.
4.Manage administration tasks and functions ensuring they are in a timely and efficient manner by:
a. Monitoring and reallocating workloads and tasks;
b. Ensuring staff are trained and supported in undertaking functions;
c. Creating and updating Client medical records;
d.Completing billing processes, ensuring daily review of exceptions and lodgments;
e. Implementing and monitoring the Practice Incentive Payments Processes; and
f. Work across a multidisciplinary team to ensure work outcomes match current priorities.
5.Work collaboratively with staff across the service including: Executives; Aboriginal Health Workers; General Practitioners; and Nursing staff to improve systems, processes, and communication.
6.Ensure appropriate maintenance and servicing of assets such as photocopier, facsimile, telephones and practice software.
7.Work with clients and stakeholders in managing client feedback, suggestions, and complaints.
8.Work in collaboration and partnership across the organisation to deliver excellent customer service.
9. Ensure that client confidentiality and privacy is maintained and adhered to across all functions of Reception and Administration.
Workplace responsibilities
- Work as a team member, seeking support, guidance and direction as required;
- Provide leadership, direction, support and supervision to all direct reports;
- Attend meetings and undertake training as appropriate to the role of Team Leader – Medical Reception;
- Perform any other duties consistent with the terms of employments as may be directed or implied from time to time; and
- Participate in staff performance reviews.
Workplace Health and Safety responsibilities
- Follow defined WH&S and injury management policies and procedures;
- Take reasonable care for the safety of others in the workplace;
- Ensure organisational compliance with any requirements of the WH&S Act and other legislation with regard to health, safety and welfare in the workplace;
- Not intentionally or recklessly interfere with or misuse anything provided in the interests of health, safety and welfare in compliance with the WH&S Act or other legislation;
- Report all accidents or incidents which did, or could have resulted in, injury to others in the workplace or damage to property;
- Report all hazards or potential hazards;
- Be familiar with emergency evacuation procedures and participate in regular training in safety procedures; and
- Provide input into regular safety inspections for their department.
Child Protection Responsibilities
- Be familiar with and adhere to legislation in relation to Child Protection and comply with NSW Health Frontline Procedures for the Protection of Children and Young People; and
- Attend training in Child Protection as required.
Continuous Quality Improvement responsibilities
It is the responsibility of each staff member to be aware of the contents of the policy and procedures manuals and work within the principles contained therein.
Each staff members is expected to be committed to quality service and to participate in activities to enhance continuous quality improvements in the workplace.
Non Smoking Policy
Galambila provides a smoke-free work environment and promotes a no-smoking culture for staff where they are encouraged and supported not to smoke.
Employment Arrangements
An offer of employment is subject to a six (6) month probationary period and ongoing funding arrangements. A review of performance will be conducted 3 months after commencing.
Performance and outcomes will be reviewed regularly. This role has direct supervision of a small team of Receptionists and casual staff and responsible for managing and supporting these positions and people. Your reporting lines may change from time to time at Galambila in accordance with operational requirements.
This appointment is subject to a satisfactory clearance for a police check and a clearance for working with Children undertaken by the Office of the Children’s Guardian (NSW).
Documentary identification required
Successful applicants will be required to provide the following documentation:
- Working with Children Check verification or application number;
- Proof of identity (such as Birth Certificate, Drivers licence, Proof of Age Card, or Passport); and
- Confirmation of recognition of being of Aboriginal and/or Torres Strait Islander descent from an incorporated Aboriginal and/or Torres Strait Islander organisation.
Applications close Friday, 17 July 2026 at 5pm.
For more information email [email protected] or call Jen on 02 6652 0800
Galambila Aboriginal Health Service is a leading provider of culturally relevant, comprehensive healthcare for Aboriginal communities in Coffs Harbour, Urunga, Bellingen, and Woolgoolga. Based on the stunning Coffs Coast of Northern NSW, we offer the opportunity to make an impact while enjoying a sought-after coastal lifestyle.
