Experience / Summary of Requirements

• Work experience as a licensed practice nurse (LPN), Health Care Assistant (HCA) or equivalent role (such as enrolled nurse) or above, or Emergency Medical Practitioner (EMT) or equivalent, or Laboratory Technician
• Knowledge of healthcare regulations desirable
• Understanding of basic medical terminology and patient confidentiality.
• Experience with administrative procedures.
• Familiarity with the use of databases and spreadsheets.
• Strong organizational and time-management skills.
• Good written and verbal communication skills.
• Ability to work cohesively in a small team.
• Customer focused with proven internal and external customer service skills.
• Problem solving skills within sphere of own position with the ability to recognize when to refer a situation to senior staff.

Mission / Purpose:

SBN / HAL / CCL: / PCL: To create lasting memories by: / POA: To be a proud ambassador by:

• Providing a high quality and professional reception, administrative and clinical care service to guests, crew and medical staff.
• Acting as the first point of contact for guests and crew contacting the Medical Centre and to represent the medical team in the highest professional manner.
• Ensuring that enquiries from guests and crew are efficiently and courteously handled.

Personal Characteristics:

• Ability to establish and maintain courteous and professional working relationships in a diverse cultural environment.
• Ability to function as a collaborative and effective team member.
• Strong verbal communicator, proficient writer and adept at computer skills.
• Ability to be efficient and recognize opportunity for task improvement.
• Empathetic and caring to crew and guests.
• Willingness to embrace and promote Company’s Core Values.

Key Result Areas (KRA’s)  

All Key Result Areas require 100% commitment and focus to perform the role successfully

 Role Specific KRA:

 PATIENT CARE

1. Effectively supports medical team with non-specialized clinical tasks
2. Performs basic triage, verification of patient details, recording medical history, allergies, and purpose of visit.
3. Performs vital signs
4. Assists the medical team in basic patient care, including but not limited to:
   1. Taking specimens such as blood, urine and nasal samples including for COVID-19 and Influenza
   2. Processing point-of-care (POC) tests, and operating point of care laboratory equipment Phlebotomy
   3. Urinalysis
   4. Wound dressings
   5. Assisting with moving patients, personal hygiene tasks and activities of daily living such as bathing and feeding
   6. Patient education including medication and use of mobility devices
   7. Performing ECG’s under medical supervision

MEDICAL ADMINISTRATION

1. Effectively supports medical team with administrative tasks.
2. Maintains accurate, complete, and timely records including use of online sites and electronic health record systems.
3. Assists with reviews of pre-boarding health declarations, crew medical fitness certificates (including during terminal operations).
4. Orders/restocks office consumable supplies, including stationery, in a timely manner.
5. Accesses and accurately enters patient information into electronic health records, as directed by medical staff.
6. Scheduling and coordination of health screening, vaccination programs, and COVID-19 testing
7. Document management including scanning, photocopying, filing, and electronic or in-person posting and delivery of documents as necessary.
8. Participates in clinical and administrative support requirements of Contact Tracing in coordination with the medical staff and public health officer.

CUSTOMER SATISFACTION

1. Greets patients in a responsive, friendly, and caring manner.
2. Registers patients and obtains patient information and billing authorization.
3. Schedules appointments and health visits for crew and guests.
4. Provides telephone support and refers messages accurately and in a timely manner as needed.
5. Facilitates the selling of over-the-counter medications.
6. Adheres to Company Privacy policies for handling of personal and sensitive health information.
7. Immediately responds to complaints and customer service issues, and reports these to their Supervisor.
8. If needed and if proficient, provides translation services during medical interactions.

FINANCIAL MANAGEMENT

1. Assists with processing patient bills, as directed by medical staff and per Medical Center policy.
2. Assist with review of invoices for accuracy and submits for payment on a timely basis.
3. Facilitates accurate account reconciliations with the Finance Manager.
4. Assists with preparation and processing of purchasing orders.
5. Assists supervisor with inventory management, including counts, orders and restocking of supplies.

Shared KRA:

SAFETY AND COMPLIANCE

1. Assists with record keeping during Medical Response Team, Communicable Diseases, or mass-casualty incidents.
2. Effectively participates in Emergency Response Center activities during Emergency Response Organization situations.
3. Complies with all Environmental Policies in Global HESS.
4. Adheres to Medical Center Infection Prevention and Control measures

CORPORATE CULTURE MANAGEMENT

1. Demonstrates commitment to the Company’s values, beliefs, goals, and initiatives.
2. PCL: Consistently upholds the safety and compliance, CRUISE and Core Values of Princess Cruises. POA: Consistently upholds the safety and compliance, and Proud Values of P&O Australia
3. Acts as a Company representative and portrays a positive image to all guests, and crew.
4. Establishes and always maintains professional, effective, and motivated working relationships across all functions and disciplines.
5. Develops small innovations and communicates them across the Fleet as part of the Company’s strategy to go from good to great.
6. Always promotes a harassment-free environment.
7. Demonstrates commitment to the Company’s values of diversity, equity, and inclusion.