Common use of Customer Focus Clause in Contracts

Customer Focus. Is dedicated to meeting the expectations and requirements of internal and external customers; gets first hand customer information and uses it for improvements in products and services; acts with customers in mind; establishes and maintains effective relationships with customers and gains their trust and respect Integrity and Trust Is widely trusted; is seen as a direct, truthful individual; can present the unvarnished truth in an appropriate and helpful manner; keeps confidences; admits mistakes; doesn’t misrepresent him/herself for personal gain. Drive For Results Can be counted on to exceed goals successfully; Is constantly and consistently one of the top performers; very bottom line oriented; steadfastly pushes self and others for results. Managing Diversity Manages all kinds and classes of people equitably; deals effectively with all races, nationalities, cultures, disabilities ages and both sexes; hires variety and diversity without regard to class; supports equal and fair treatment and opportunity for all. Role Specific Competencies Planning Accurately scopes out length and difficulty of tasks and projects. Set objectives and goals. Breaks down work into the process steps. Develops schedules and task/people assignments. Anticipates and adjusts for problems and roadblocks. Measures performance against goals. Evaluates results. Interpersonal Savvy Relates well to all kinds of people – up, down and sideways, inside and outside the organisation. Builds appropriate rapport. Builds constructive and effective relationships. Uses diplomacy and tact. Can defuse even high-tension situations comfortably. Priority Setting Spends his/her time and the time of others on what’s important. Quickly zeros in on the critical few and puts the trivial many aside. Can quickly sense what will help or hinder accomplishing a goal. Eliminates roadblocks; creates focus. KEY RELATIONSHIPS Within Southern DHB External to Southern DHB • Southern DHB Staff • Patients and Whanau • Managers at all levels of the organisation • Visitors • Nurse Unit Manager • Stakeholders • ED Clerical Team Leader • GP’s • Other Hospitals PERSON SPECIFICATION The expertise required for a person to be fully competent in the role. Position specific competencies: ESSENTIAL DESIRABLE Education and Qualifications (or equivalent level of learning) / Experience • At least two years relevant health/administrative experience or other relevant experience • Has qualifications • Experience with a patient management database. • Xxxxxx’x or equivalent typing qualification.

Customer Focus. Is dedicated to meeting the expectations and requirements of internal and external customers; gets first hand customer information and uses it for improvements in products and services; acts with customers in mind; establishes and maintains effective relationships with customers and gains their trust and respect respect. Integrity and Trust Is widely trusted; is seen as a direct, truthful individual; can present the unvarnished truth in an appropriate and helpful manner; keeps confidences; admits mistakes; doesn’t misrepresent him/herself for personal gain. Drive For for Results Can be counted on to exceed goals successfully; Is constantly and consistently one of the top performers; very bottom line oriented; steadfastly pushes self and others for results. Managing Diversity Manages all kinds and classes of people equitably; deals effectively with all races, nationalities, cultures, disabilities disabilities, ages and both sexes; hires variety and diversity without regard to class; supports equal and fair treatment and opportunity for all. Role Specific Competencies Planning Accurately scopes out length Problem Solving Uses rigorous logic and difficulty of methods to solve difficult problems with effective solutions; probes all fruitful sources for answers; can see hidden problems; is excellent at honest analysis; looks beyond the obvious and doesn’t stop at the first answers Dealing with Ambiguity Can effectively cope with change; can shift gears comfortably; can decide and act without having the total picture; isn't upset when things are up in the air; doesn't have to finish things before moving on; can comfortably handle risk and uncertainty. Managing and Measuring Work Clearly assigns responsibility for tasks and projects. Set decisions; sets clear objectives and goals. Breaks down measures; monitors process, progress, and results; designs feedback loops into work into the process steps. Develops schedules and task/people assignments. Anticipates and adjusts for problems and roadblocks. Measures performance against goals. Evaluates results. Interpersonal Savvy Relates Skills Is able to relate well to all kinds of people – up, down and sideways, inside and outside the organisation. Builds people; builds appropriate rapport. Builds ; builds constructive and effective relationships. Uses ; uses diplomacy and tact. Can ; can defuse even high-tension situations comfortably. Priority Setting Spends his/her time and the time of others on what’s important. Quickly zeros in on the critical few and puts the trivial many aside. Can quickly sense what will help or hinder accomplishing a goal. Eliminates roadblocks; creates focus. KEY RELATIONSHIPS Within Southern DHB External to Southern DHB • Southern DHB Staff • Patients and Whanau • Managers at all levels of the organisation • Visitors • Nurse Unit Manager • Stakeholders • ED Clerical Team Leader • GP’s • Other Hospitals PERSON SPECIFICATION The expertise required for a person to be fully competent in the role. Position specific competencies: ESSENTIAL DESIRABLE Education and Qualifications (or equivalent level of learning) / Experience • At least two years relevant health/administrative experience or other relevant experience • Has qualifications • Experience with a patient management database. • Xxxxxx’x or equivalent typing qualification.RELATIONSHIPS

Customer Focus. Is dedicated to meeting the expectations and requirements of internal and external customers; gets first hand customer information and uses it for improvements in products and services; acts with customers in mind; establishes and maintains effective relationships with customers and gains their trust and respect Integrity and Trust Is widely trusted; is seen as a direct, truthful individual; can present the unvarnished truth in an appropriate and helpful manner; keeps confidences; admits mistakes; doesn’t misrepresent him/herself for personal gain. Drive For Results Can be counted on to exceed goals successfully; Is constantly and consistently one of the top performers; very bottom line oriented; steadfastly pushes self and others for results. Managing Diversity Manages all kinds and classes of people equitably; deals effectively with all races, nationalities, cultures, disabilities disabilities, ages and both sexes; hires variety and diversity without regard to class; supports equal and fair treatment and opportunity for all. Role Specific Competencies Planning Accurately scopes Process Management Good at figuring out length the processes necessary to get things done; knows how to organise people and difficulty activities; understands how to separate and combine tasks into efficient work slow; knows what to measure and how to measure it; can see opportunities for synergy and integration where others can’t; can simplify complex processes; gets more out of tasks fewer resources. Informing Provides the information people need to know to do their jobs and projects. Set objectives and goals. Breaks down work into to feel good about being a member of the process steps. Develops schedules and task/people assignments. Anticipates and adjusts for problems and roadblocks. Measures performance against goals. Evaluates results. Interpersonal Savvy Relates well to all kinds of people – upteam, down and sidewaysunit, inside and outside and/or the organisation. Builds appropriate rapport. Builds constructive and effective relationships. Uses diplomacy and tact. Can defuse even high-tension situations comfortably. ; provides individuals information so that they can make accurate decisions; is timely with information Priority Setting Spends setting Xxxxxx his/her time and the time of others on what’s 's important. Quickly zeros in on the critical few and puts the trivial many aside. Can quickly sense what will help or hinder accomplishing a goal. Eliminates roadblocks; creates . Creates focus. KEY RELATIONSHIPS Within Southern DHB External to Southern DHB • Southern DHB Staff • Patients and Whanau • Managers at all levels of the organisation • Visitors • Nurse Unit Manager • Stakeholders • ED Clerical Team Leader • GP’s • Other Hospitals PERSON SPECIFICATION The expertise required for a person to be fully competent in the role. Position specific competencies: ESSENTIAL DESIRABLE Education and Qualifications (or equivalent level of learning) / Experience • At least two years relevant health/administrative experience or other relevant experience • Has qualifications • Experience with a patient management database. • Xxxxxx’x or equivalent typing qualification.

Customer Focus. Is dedicated to meeting the expectations and requirements of internal and external customers; gets first first-hand customer information and uses it for improvements in products and services; acts with customers in mind; establishes and maintains effective relationships with customers and gains their trust and respect Integrity and Trust Is widely trusted; is seen as a direct, truthful individual; can present the unvarnished truth in an appropriate and helpful manner; keeps confidences; admits mistakes; doesn’t misrepresent him/herself for personal gain. Drive For for Results Can be counted on to exceed goals successfully; Is constantly and consistently one of the top performers; very bottom line oriented; steadfastly pushes self and others for results. Managing Diversity Manages all kinds and classes of people equitably; deals effectively with all races, nationalities, cultures, disabilities disabilities, ages and both sexes; hires variety and diversity without regard to class; supports equal and fair treatment and opportunity for all. Role Specific Competencies Planning Accurately scopes out length and difficulty of tasks and projects. Set Sets objectives and goals. Breaks down work into the process steps. Develops schedules and task/people assignments. Anticipates and adjusts for problems and roadblocks. Measures performance against goals. Evaluates results. Interpersonal Savvy Relates well to all kinds of people – up, down down, and sideways, inside and outside the organisation. Builds appropriate rapport. Builds constructive and effective relationships. Uses diplomacy and tact. Can defuse even high-tension situations comfortably. Priority Setting Spends his/her time and the time of others on what’s 's important. Quickly zeros in on the critical few and puts the trivial many aside. Can quickly sense what will help or hinder accomplishing a goal. Eliminates roadblocks; creates . Creates focus. KEY RELATIONSHIPS Within Southern DHB External to Southern DHB • Southern DHB Staff • Patients and Whanau • Managers at all levels of the organisation • Visitors • Nurse Unit Manager • Stakeholders • ED Clerical Team Leader • GP’s • Other Hospitals PERSON SPECIFICATION The expertise required for a person to be fully competent in the role. Position specific competencies: ESSENTIAL DESIRABLE Education and Qualifications (or equivalent level of learning) / Experience • At least two years relevant health/administrative experience or other relevant experience • Has qualifications • Experience with a patient management database. • Xxxxxx’x or equivalent typing qualification.

Customer Focus. Is dedicated to meeting the expectations and requirements of internal and external customers; gets first hand customer information and uses it for improvements in products and services; acts with customers in mind; establishes and maintains effective relationships with customers and gains their trust and respect respect. Integrity and Trust Is widely trusted; is seen as a direct, truthful individual; can present the unvarnished truth in an appropriate and helpful manner; keeps confidences; admits mistakes; doesn’t misrepresent him/herself for personal gain. Drive For for Results Can be counted on to exceed goals successfully; Is constantly and consistently one of the top performers; very bottom line oriented; steadfastly pushes self and others for results. Managing Diversity Manages all kinds and classes of people equitably; deals effectively with all races, nationalities, cultures, disabilities disabilities, ages and both sexes; hires variety and diversity without regard to class; supports equal and fair treatment and opportunity for all. Role Specific Competencies Planning Accurately scopes out length and difficulty of tasks and projects. Set ; sets objectives and goals. Breaks ; breaks down work into the process steps. Develops ; develops schedules and task/people assignments. Anticipates ; anticipates and adjusts for problems and roadblocks. Measures ; measures performance against goals. Evaluates ; evaluates results. Interpersonal Savvy Relates well to all kinds of people – up, down down, and sideways, inside and outside the organisation. Builds ; builds appropriate rapport. Builds ; builds constructive and effective relationships. Uses ; uses diplomacy and tact. Can ; can defuse even high-tension situations comfortably. Priority Setting Spends his/her time and the time of others on what’s 's important. Quickly ; quickly zeros in on the critical few and puts the trivial many aside. Can ; can quickly sense what will help or hinder accomplishing a goal. Eliminates ; eliminates roadblocks; creates focus. KEY RELATIONSHIPS Within Southern DHB External to Southern DHB Key Relationships Internal • Southern DHB Staff • Patients and Whanau staff • Managers at all levels of the organisation External • Patients and whanau • Visitors • Nurse Unit Manager Stakeholders Knowledge, Experience and Skills required • Stakeholders • ED Clerical Team Leader • GP’s • Other Hospitals PERSON SPECIFICATION The expertise required for a person to be fully competent in the role. Position specific competencies: ESSENTIAL DESIRABLE Education and Qualifications (or equivalent Minimum level of learning) / Experience 2 NCEA • At least two 2 years relevant health/administrative experience or other relevant clerical administration experience • Has qualifications High standard of interpersonal communication skills, including written and verbal • Experience with Knowledge of office systems and procedures • Evidence of good literacy and numeracy skills • Excellent computer skills, including knowledge of Microsoft Word, Excel and Outlook (email) • Ability to understand and follow written or verbal instructions • Sets high standards of performance • Ability to work well in a patient management databaseteam and xxxxxx good interpersonal relationship. • Xxxxxx’x Willing to support and assist other staff as required • Respect the privacy of individuals when dealing with personal information Key Accountabilities Deliverables Examples to measure against Service support Provide high quality administrative support to the Specialist Surgery service (Xxxx 4C Surgical), ensuring efficient and effective service delivery Undertake duties associated with the position, as required to maintain an efficient service, including up skilling as required/directed by the Manager • Provide timely and accurate confidential administrative support to enable the efficient functioning of the service, including but not limited to: • Set up and maintain effective electronic and paper filing systems and procedures relevant to the service, enabling quick access to information • Identify potential improvements to systems and processes to ensure the continuous improvement of administrative duties • Demonstrate attention to detail and accuracy • Demonstrate a willingness to adapt to changing needs of the service • Evaluates situations and identify existing or equivalent typing qualification.potential problems and opportunities • Demonstrate excellent customer service skills, by listening and interacting with stakeholders in a courteous, polite and responsive manner while adhering to relevant established protocols • All duties performed to a high standard • Prompt response to requests • Enquires are handled efficiently, promptly and appropriately • Efficient transactional processing • Adherence to work practice in line with organisational and finance policies • Accurate high quality documentation produced in a timely manner. • Incoming phone calls and visitors are given exceptional customer service • Prioritise work to ensure efficient service delivery • Recognise that everyone is entitled to consideration and respectful care without prejudice Key Accountabilities Deliverables Examples to measure against Individual and team performance Participate in and contribute to the functioning of the team Establish and maintain an effective working relationship with other staff Assist other staff when required, and provide relief cover to team members on leave as directed by the Manager • Participate as a team member to ensure the best outcome for the organisation • Actively engage with and support colleagues, taking personal responsibility for ensuring effective working relationships with all team members • Work to ensure a cohesive, positive and highly motivated team environment, with responsibility for effective skills transfer and knowledge share • Prioritise own workload and manage own time effectively • Active participation in the team • Collegial support and strong working relationships evident with other team members • Demonstrate a pleasant, accepting and helpful attitude • All duties performed to a high level standard • The routine of the service is uninterrupted Maintain a current desk file • Information is communicated in a courteous and sensitive manner Maintain a high standard of integrity and work ethic including the utilisation of DHB equipment and consumables economically • When workload allows, proactively assist other staff • Provide leave cover as required • Keep an up to date desk file to enable relief staff to pick up duties without disruption to the workflow • Be able to work efficiently and effectively unsupervised • Promote and adhere to the philosophy of the Southern Way principles Personal development • undertake an annual performance appraisal • Set and document prospective goals and objectives • Maintain and improve work related knowledge and skills Treaty of Waitangi • The Southern District Health Board is committed to its obligations under the Treaty of Waitangi. As an employee you are required to give effect to the principles of the Treaty of Waitangi - Partnership, Participation and Protection. Key Accountabilities Deliverables Examples to measure against Health and Safety • Xxxxxx and support commitment to achieving the highest level of health and safety, including identification and reporting of all hazards, assistance in resolving issues that may cause harm to staff, and working safely at all times. Quality and Performance • Maintain professional and organisational quality standards. • Ensure delivered work is planned, delivered, and implemented consistently against quality standards. • Continuously identify improvement opportunities to perform job in most effective manner. • Investigate opportunities to achieve goals in a more efficient way. Performance is in alignment with HR quality audit standards, organisational requirements, and professional standards. Note: The above example measures are provided as a guide only. The precise performance measures for this position will require further discussion between the job holder and manager. I have read and understand the above job description: Name: Signed:

Customer Focus. Is dedicated to meeting the expectations and requirements of internal and external customers; gets first first-hand customer information and uses it for improvements in products and services; acts with customers in mind; establishes and maintains effective relationships with customers and gains their trust and respect Integrity and Trust Is widely trusted; is seen as a direct, truthful individual; can present the unvarnished truth in an appropriate and helpful manner; keeps confidences; admits mistakes; doesn’t misrepresent him/herself for personal gain. Drive For Results Can be counted on to exceed goals successfully; Is constantly and consistently one of the top performers; very bottom line oriented; steadfastly pushes self and others for results. Managing Diversity Manages all kinds and classes of people equitably; deals effectively with all races, nationalities, cultures, disabilities disabilities, ages and both sexes; hires variety and diversity without regard to class; supports equal and fair treatment and opportunity for all. Role Specific Competencies Planning Accurately scopes out length ROLE SPECIFIC COMPETENCIES Future Focused ▪ Is able to think strategically and difficulty be an active part of tasks a clinical leadership team that is able to lead change within a changing environment. Communication ▪ Communication conveys an understanding of the context of the situation/circumstances. Presents information clearly in a language and projects. Set objectives style appropriate to the audience Problem Solving ▪ Uses rigorous logic and goals. Breaks down work into methods to solve difficult problems with effective solutions; probes all fruitful sources for answers; can see hidden problems; is excellent at honest analysis; looks beyond the process steps. Develops schedules obvious and task/people assignments. Anticipates and adjusts for problems and roadblocks. Measures performance against goals. Evaluates results. doesn’t stop at first answers Interpersonal Savvy ▪ Relates well to all kinds of people – up, down and sideways, inside and outside the organisation. Builds appropriate rapport. Builds constructive and effective relationships. Uses diplomacy and tact. Can defuse even high-tension situations comfortablycomfortably Leadership ▪ Sets a good example by providing a clear sense of purpose. Actively seeks to improve others’ skills and talents through coaching, training opportunities and feedback. Uses strategies to promote team morale and a quality service Teamwork and Co- operation ▪ Invites all members of a group to contribute to a process. Understanding and appreciative of different and opposing perspectives on an issue. Actively promotes a friendly climate, good morale and co-operation within the team. Accepts responsibility for the effectiveness of the team Initiative ▪ Acts quickly and decisively in a crisis. Creates opportunities or minimises potential problems in the short term by a unique extra effort eg implementation of a training programme Priority Setting ▪ Spends his/her time and the time of others on what’s important. Quickly ; quickly zeros in on the critical few and puts the trivial many aside. Can ; can quickly sense what will help or hinder accomplishing a goal. Eliminates ; eliminates roadblocks, creates focus Organising ▪ Can marshal resources (people, funding, material, support) to get things done; creates focus. can orchestrate multiple activities at once to accomplish a goal; uses resources effectively and efficiently KEY RELATIONSHIPS Within Southern DHB Waitaki District Health Services Ltd External to Southern DHB Waitaki District Health Services Ltd • Southern DHB Clinical Director • Primary Health Care Providers • CEO • SDHB Medical Staff • Leadership Team • Patients and Whanau their families/Xxxxxx • Managers at all levels Medical Staff • St Xxxx Staff • Nursing Staff and Allied Health Staff • Volunteers and other members of the organisation public • Visitors • Nurse Unit Manager • Stakeholders • ED Clerical Team Leader • GP’s Colleague at neighbouring tertiary / rural hospitals • Other Hospitals Hospitals/District Health Boards • Other staff within WDHSL • Medical Council of New Zealand PERSON SPECIFICATION The expertise required for a person to be fully competent in the role. Position specific competenciescompetencies include: ESSENTIAL DESIRABLE Education and Qualifications (or equivalent level of learning) / • Current registration with Medical Council of New Zealand • Advanced Cardiac Life Support (Core) • Neonatal Resuscitation • EMST • APLS • Fellowship of the Division of Rural Hospital Medicine or similar • Fellowship of the Royal New Zealand College of General Practitioners Experience • At Have had at least two years relevant health/administrative experience or other relevant 5 years’ postgraduate medical experience • Has qualifications Experience in aspects of Emergency and Trauma medicine • Experience in acute medicine and medical care of inpatients including coronary care • Experience in acute surgical presentations that would require stabilisation and transfer to a base hospital • Experience working in a rural hospital within New Zealand Knowledge and Skills • Knowledge of quality system and evidence based practice • High standard of oral and written communication skills • Demonstrated ability to promote and develop teamwork • Able to access and interpret relevant research • Competent computer skills • Able to provide constructive and timely feedback • Capable of working under pressure • Able to interact well with other people from a patient management databasevariety of cultural backgrounds Personal Qualities • Positively contributes to workplace culture • Commitment and personal accountability. • Xxxxxx’x Excellent interpersonal skills, including ability to work effectively with people at all levels of the organisation. • Acts with discretion, sensitivity and integrity at all times. • Is adaptable and flexible – open to change (positive or equivalent typing qualification.negative). • Has initiative and self-motivation with excellent organisational and time management skills • Has high standards of ethical and professional practice • Is energetic and able to motivate others KEY RESULT AREAS: Key Accountabilities:

Customer Focus. Is dedicated to meeting the expectations and requirements of internal and external customers; gets first hand customer information and uses it for improvements in products and services; acts with customers in mind; establishes and maintains effective relationships with customers and gains their trust and respect Integrity and Trust Is widely trusted; is seen as a direct, truthful individual; can present the unvarnished truth in an appropriate and helpful manner; keeps confidences; admits mistakes; doesn’t misrepresent him/herself for personal gain. Drive For Results Can be counted on to exceed goals successfully; Is constantly and consistently one of the top performers; very bottom line oriented; steadfastly pushes self and others for results. Managing Diversity Manages all kinds and classes of people equitably; deals effectively with all races, nationalities, cultures, disabilities ages and both sexes; hires variety and diversity without regard to class; supports equal and fair treatment and opportunity for all. Role Specific Management Competencies Planning Accurately scopes out length and difficulty of tasks and projects. Set Sets objectives and goals. Breaks down work into the process steps. Develops schedules and task/people assignments. Anticipates and adjusts for problems and roadblocks. Measures performance against goals. Evaluates results. Interpersonal Savvy Relates well to all kinds of people – up, down down, and sideways, inside and outside the organisation. Builds appropriate rapport. Builds constructive and effective relationships. Uses diplomacy and tact. Can defuse even high-tension situations comfortably. Priority Setting Spends his/her time and the time of others on what’s 's important. Quickly zeros in on the critical few and puts the trivial many aside. Can quickly sense what will help or hinder accomplishing a goal. Eliminates roadblocks; creates . Creates focus. KEY RELATIONSHIPS Within Southern DHB External to Southern DHB • Southern HealthPathways Team • WellSouth Primary Health Network • Executive Director Quality & Clinical Governance Solutions • General Practices • DHB Staff Executive Leadership team • Patients Australasian HealthPathways/Streamliners • Senior (Directorate Leadership Teams • NGOs • Medical Directors and Whanau • Managers at all levels of the organisation • Visitors • Nurse Unit Manager • Stakeholders • ED Clerical Team Leader • GP’s Clinical Directors • Other Hospitals District Health Boards (DHBs) and South island Alliance Programme Office (SIAPO) • Alliance South Leadership Team & Networks • Research Organisations and Advisory Groups • Consumer Representatives PERSON SPECIFICATION The expertise required for a person to be fully competent in the role. Position specific competencies: ESSENTIAL DESIRABLE Education and Qualifications (or equivalent level of learning) / • Relevant Diploma or Bachelor qualification • Clinically related Diploma or Bachelor qualification Experience • At least two years relevant health/administrative experience or other relevant experience • Has qualifications Worked within the Southern health sector • Experience managing, prioritising and balancing workload among Clinical staff • Writing documents and reports • Relevant experience in the application of quality improvement methodology Knowledge and Skills • Good organisational and time management • Ability to manage workloads for Clinicians • Ability to prioritise and balance workloads for others • Evidence of good literacy and numeracy skills • Excellent oral and written communication skills • Ability to work to deadlines • An ability to develop strong working relationships • Adeptness to collate and understand a wide range of material • Ability to work independently Personal Qualities • High standard of interpersonal communication skills, including written and verbal and able to work effectively with people at all levels of the organisation • Knowledge of the health system including departments and services in the hospital and key providers in the community • Attention to detail • Is adaptable and flexible- open to change ( positive or negative) and flexibility to work after hours if required • Perseverance to see a task through to completion • Ability to work well in a team and xxxxxx good interpersonal relationships • Performance driven and outcome focussed, with a patient management databasesense of urgency and the ability to recognise critical and key success factors and act on them. • Xxxxxx’x or equivalent typing qualificationActs with discretion, sensitivity and integrity at all times. • Willing to support and assist other staff as required • Commitment and personal accountability KEY RESULT AREAS: Key Accountabilities: Example of successful delivery of duties and responsibilities HealthPathways Coordination • Gather and maintain local service provider information including: ▪ Hospital department referral pages (includes department contact details, staff, services, etc.) ▪ Community based services (provider and service details). ▪ Localising non-clinical pathways • Support the local Clinical Editor(s) and Localisation Clinician(s) as required. • Gather and write content for monthly subscriber updates; newly released pathways, reviewed sections, relevant updates from release notes, HealthPathways features, featured pathways. • Produce monthly HealthPathways usage statistic reports from Google Analytics. • Produce ad-hoc and scheduled progress / status reports on pathways, using information in the HealthPathways administration tool. • Effective liaison and engagement with key relationships • Monitor and manage relevant feedback from the HealthPathways administration tool and contribute where relevant; Manage feedback specific for HealthPathways Co-ordinator. Note: this role will not coordinate all feedback • Non-clinical information on Southern HealthPathways website is accessible, accurate and timely • Newsletter, documentation, and updates are published as scheduled • Reporting is completed on time • Relevant feedback is managed in a timely manner • Scheduling and organisation of Clinical Reference Work Groups • An updated and accurate pathway database and Work Plan is maintained Co-ordinate Health Pathways workload • Co-ordinate work for the team. • Prioritise work in conjunction with the team and keep the team up to date on workloads. • Improve the way the HealthPathways team works • • The team has the right workload for their specialties • We have a balanced workload across the team • The team is able to get more work done and the right work done Living Southern DHB Values Proactively demonstrating Southern DHB values in all aspects of the role. • Demonstrates behaviours that we want to see from each other, at our best. • Contributes positively to a culture of appreciation, a learning culture, where people feel safe to speak up. • Contributes positively to team and other initiatives that seek to improve patient and whanau experiences and/or staffs experience of working.

Customer Focus. Is dedicated to meeting the expectations and requirements of internal and external customers; gets first hand customer information and uses it for improvements in products and services; acts with customers in mind; establishes and maintains effective relationships with customers and gains their trust and respect Integrity and Trust Is widely trusted; is seen as a direct, truthful individual; can present the unvarnished truth in an appropriate and helpful manner; keeps confidences; admits mistakes; doesn’t misrepresent him/herself for personal gain. Drive For Results Can be counted on to exceed goals successfully; Is constantly and consistently one of the top performers; very bottom line oriented; steadfastly pushes self and others for results. Managing Diversity Manages all kinds and classes of people equitably; deals effectively with all races, nationalities, cultures, disabilities disabilities, ages and both sexes; hires variety and diversity without regard to class; supports equal and fair treatment and opportunity for all. Role Specific Competencies Planning Accurately scopes out length and difficulty of tasks task and projects. Set ; sets objectives and goals. Breaks ; breaks down work into the process steps. Develops ; develops schedules and task/people assignments. Anticipates ; anticipates and adjusts for problems and roadblocks. Measures ; measures performance against goals. Evaluates , evaluates results. Interpersonal Savvy Relates well to all kinds of people – up, down and sideways, inside and outside the organisation. Builds appropriate rapport. Builds constructive and effective relationships. Uses diplomacy and tact. Can defuse even high-tension situations comfortably. Priority Setting Spends his/her time and the time of others on what’s important. Quickly ; quickly zeros in on the critical few and puts the trivial many aside. Can ; can quickly sense what will help or hinder accomplishing a goal. Eliminates ; eliminates roadblocks; , creates focus. Managing and Measuring Work Clearly assigns responsibility for tasks and decisions; sets clear objectives and measures; monitors process, progress, and results; designs feedback loops into work. Interpersonal Savvy Relates well to all kinds of people - up, down, and sideways, inside and outside the organization; builds appropriate rapport; builds constructive and effective relationships; uses diplomacy and tact; can defuse even high-tension situations comfortably. Motivating Others Creates a climate in which people want to do their best; can motivate many kinds of direct reports and team or project members; can assess each person and get the best out of him/her; pushes tasks and decisions down; empowers others; invites input from each person and shares ownership and visibility; makes each individual feel his/her work is important; is someone people like working for and with. KEY RELATIONSHIPS Within Southern DHB External to Southern DHB • Southern DHB Staff • Patients and Whanau • Managers at all levels of the organisation • Visitors • Nurse Unit Manager • Stakeholders • ED Clerical Team Leader • GP’s • Other Hospitals PERSON SPECIFICATION The expertise required for a person to be fully competent in the role. Position specific competencies: ESSENTIAL DESIRABLE Education and Qualifications (or equivalent level of learning) / Experience • At least two years relevant health/administrative experience or other relevant experience • Has qualifications • Experience with a patient management database. • Xxxxxx’x or equivalent typing qualification.RELATIONSHIPS

Customer Focus. Is dedicated to meeting the expectations and requirements of internal and external customers; gets first hand customer information and uses it for improvements in products and services; acts with customers in mind; establishes and maintains effective relationships with customers and gains their trust and respect Integrity and Trust Is widely trusted; is seen as a direct, truthful individual; can present the unvarnished truth in an appropriate and helpful manner; keeps confidences; admits mistakes; doesn’t misrepresent him/herself for personal gain. Drive For Results Can be counted on to exceed goals successfully; Is constantly and consistently one of the top performers; very bottom line oriented; steadfastly pushes self and others for results. Managing Diversity Manages all kinds and classes of people equitably; deals effectively with all races, nationalities, cultures, disabilities ages and both sexes; hires variety and diversity without regard to class; supports equal and fair treatment and opportunity for all. Role Specific Competencies Planning Accurately scopes out length and difficulty of tasks and projects. Set ; sets objectives and goals. Breaks ; breaks down work into the process steps. Develops ; develops schedules and task/people assignments. Anticipates ; anticipates and adjusts for problems and roadblocks. Measures ; measures performance against goals. Evaluates , evaluates results. Interpersonal Savvy Relates well Managing Vision and Purpose Communicates a compelling and inspired vision or sense of core purpose; talks beyond today; talks about possibilities; is optimistic; creates mileposts and symbols to all kinds of people – uprally support behind the vision, down makes the vision sharable by everyone; can inspire and sideways, inside and outside the organisation. Builds appropriate rapport. Builds constructive and effective relationships. Uses diplomacy and tact. Can defuse even high-tension situations comfortablymotivate entire units or organisations. Priority Setting Spends his/her time and the time of others on what’s important. Quickly ; quickly zeros in on the critical few and puts the trivial many aside. Can ; can quickly sense what will help or hinder accomplishing a goal. Eliminates ; eliminates roadblocks; , creates focus. Managing and Measuring Work Clearly assigns responsibility for tasks and decisions; sets clear objectives and measures; monitors process, progress, and results; designs feedback loops into work. Interpersonal Savvy Relates well to all kinds of people - up, down, and sideways, inside and outside the organization; builds appropriate rapport; builds constructive and effective relationships; uses diplomacy and tact; can defuse even high-tension situations comfortably. Problem Solving Uses rigorous logic and methods to solve difficult problems with effective solutions; probes all fruitful sources for answers; can see hidden problems; is excellent at honest analysis; looks beyond the obvious and doesn’t stop at the first answers Listening Practices attentive and active listening; has the patience to hear people out; can accurately restate the opinions of others even when he/she disagrees. KEY RELATIONSHIPS Within Southern DHB External to Southern DHB • Southern DHB Staff NCSP Register staff • Patients NCSP • Public and Whanau Population Health staff • Patients, Families and Whānau • Southern DHB Colposcopy staff • Relevant national, regional and community agencies, working with Māori, Pacific and Asian people • Māori Health Directorate • BSOS Screening support Services staff • All other departments as appropriate ▪ Māori Health and Pacific Health providers • Community Members • Educational Institutions • PHO and General Practice Nurses and Practice Managers at all levels of the organisation • Visitors Industry • Nurse Unit Manager NGO’s and Youth Health Sector • Stakeholders • ED Clerical Team Leader • GP’s HWNZ • Other Hospitals District Health Boards PERSON SPECIFICATION The expertise required for a person to be fully competent in the role. Position specific competencies: ESSENTIAL DESIRABLE Education and Qualifications (or equivalent level of learning) / Experience • At least two years relevant health/administrative experience Tertiary qualification in health or other relevant experience • Has qualifications • Experience with a patient management databaseEducation. • Xxxxxx’x or equivalent typing qualificationCompetent Professional. • Post Graduate qualification in Public Health. • Proficient Professional.

Customer Focus. Is dedicated to meeting the expectations and requirements of internal and external customers; gets first hand customer information and uses it for improvements in products and services; acts with customers in mind; establishes and maintains effective relationships with customers and gains their trust and respect Integrity and Trust Is widely trusted; is seen as a direct, truthful individual; can present the unvarnished truth in an appropriate and helpful manner; keeps confidences; admits mistakes; doesn’t misrepresent him/herself for personal gain. Drive For Results Can be counted on to exceed goals successfully; Is constantly and consistently one of the top performers; very bottom line oriented; steadfastly pushes self and others for results. Managing Diversity Manages all kinds and classes of people equitably; deals effectively with all races, nationalities, cultures, disabilities disabilities, ages and both sexes; hires variety and diversity without regard to class; supports equal and fair treatment and opportunity for all. Role Specific Competencies Planning Accurately scopes out length and difficulty of tasks and projects. Set objectives and goals. Breaks down work into the process steps. Develops schedules and task/people assignments. Anticipates and adjusts for problems and roadblocks. Measures performance against goals. Evaluates results. ROLE SPECIFIC COMPETENCIES Interpersonal Savvy Relates well to all kinds of people – up, down down, and sideways, inside and outside the organisation. Builds ; builds appropriate rapport. Builds ; builds constructive and effective relationships. Uses ; uses diplomacy and tact. Can ; can defuse even high-tension situations comfortably. comfortably Priority Setting Spends his/her time and the time of others on what’s 's important. Quickly ; quickly zeros in on the critical few and puts the trivial many aside. Can ; can quickly sense what will help or hinder accomplishing a goal. Eliminates ; eliminates roadblocks; creates focus. KEY RELATIONSHIPS Within Southern DHB External to Southern DHB • Southern DHB Staff • Patients focus Managing and Whanau • Managers at all levels of the organisation • Visitors • Nurse Unit Manager • Stakeholders • ED Clerical Team Leader • GP’s • Other Hospitals PERSON SPECIFICATION The expertise required measuring Work Clearly assigns responsibility for a person to be fully competent in the role. Position specific competencies: ESSENTIAL DESIRABLE Education tasks and Qualifications (or equivalent level of learning) / Experience • At least two years relevant health/administrative experience or other relevant experience • Has qualifications • Experience with a patient management database. • Xxxxxx’x or equivalent typing qualificationdecisions; sets clear objectives and measure; monitors process, progress and results designs feedback loops into work.

Customer Focus. Is dedicated to meeting the expectations and requirements of internal and external customers; gets first hand customer information and uses it for improvements in products and services; acts with customers in mind; establishes and maintains effective relationships with customers and gains their trust and respect Integrity and Trust Is widely trusted; is seen as a direct, truthful individual; can present the unvarnished truth in an appropriate and helpful manner; keeps confidences; admits mistakes; doesn’t misrepresent him/herself for personal gain. Drive For Results Can be counted on to exceed goals successfully; Is constantly and consistently one of the top performers; very bottom line oriented; steadfastly pushes self and others for results. Managing Diversity Manages all kinds and classes of people equitably; deals effectively with all races, nationalities, cultures, disabilities ages and both sexes; hires variety and diversity without regard to class; supports equal and fair treatment and opportunity for all. Role Specific Management Competencies Planning Accurately scopes out length and difficulty of tasks and projects. Set Sets objectives and goals. Breaks down work into the process steps. Develops schedules and task/people assignments. Anticipates and adjusts for problems and roadblocks. Measures performance against goals. Evaluates results. Interpersonal Savvy Relates well to all kinds of people – up, down down, and sideways, inside and outside the organisation. Builds appropriate rapport. Builds constructive and effective relationships. Uses diplomacy and tact. Can defuse even high-tension situations comfortably. Priority Setting Spends his/her time and the time of others on what’s 's important. Quickly zeros in on the critical few and puts the trivial many aside. Can quickly sense what will help or hinder accomplishing a goal. Eliminates roadblocks; creates . Creates focus. KEY RELATIONSHIPS Within Southern DHB External to Southern DHB • Southern HealthPathways Team • WellSouth Primary Health Network • Executive Director Quality & Clinical Governance Solutions • General Practices • DHB Staff Executive Leadership team • Patients Australasian HealthPathways/Streamliners • Senior (Directorate Leadership Teams • NGOs • Medical Directors and Whanau • Managers at all levels of the organisation • Visitors • Nurse Unit Manager • Stakeholders • ED Clerical Team Leader • GP’s Clinical Directors • Other Hospitals District Health Boards (DHBs) and South island Alliance Programme Office (SIAPO) • Alliance South Leadership Team & Networks • Research Organisations and Advisory Groups • Consumer Representatives PERSON SPECIFICATION The expertise required for a person to be fully competent in the role. Position specific competencies: ESSENTIAL DESIRABLE Education and Qualifications (or equivalent level of learning) / • Relevant Diploma or Bachelor qualification • Clinically related Diploma or Bachelor qualification Experience • At least two years relevant health/administrative experience or other relevant experience • Has qualifications Worked within the Southern health sector • Experience managing, prioritising and balancing workload among Clinical staff • Writing documents and reports • Relevant experience in the application of quality improvement methodology Knowledge and Skills • Good organisational and time management • Ability to manage workloads for Clinicians • Ability to prioritise and balance workloads for others • Evidence of good literacy and numeracy skills • Excellent oral and written communication skills • Ability to work to deadlines • An ability to develop strong working relationships • Adeptness to collate and understand a wide range of material • Ability to work independently Personal Qualities • High standard of interpersonal communication skills, including written and verbal and able to work effectively with people at all levels of the organisation • Knowledge of the health system including departments and services in the hospital and key providers in the community • Attention to detail • Is adaptable and flexible- open to change ( positive or negative) and flexibility to work after hours if required • Perseverance to see a task through to completion • Ability to work well in a team and xxxxxx good interpersonal relationships • Performance driven and outcome focussed, with a patient management databasesense of urgency and the ability to recognise critical and key success factors and act on them. • Xxxxxx’x or equivalent typing qualificationActs with discretion, sensitivity and integrity at all times. • Willing to support and assist other staff as required • Commitment and personal accountability KEY RESULT AREAS: Key Accountabilities: Example of successful delivery of duties and responsibilities HealthPathways Coordination • Gather and maintain local service provider information including: ▪ Hospital department referral pages (includes department contact details, staff, services, etc.) ▪ Community based services (provider and service details). ▪ Localising non-clinical pathways • Support the local Clinical Editor(s) and Localisation Clinician(s) as required. • Gather and write content for monthly subscriber updates; newly released pathways, reviewed sections, relevant updates from release notes, HealthPathways features, featured pathways. • Produce monthly HealthPathways usage statistic reports from Google Analytics. • Produce ad-hoc and scheduled progress / status reports on pathways, using information in the HealthPathways administration tool. • Monitor and manage relevant feedback from the HealthPathways administration tool and contribute where relevant; Manage feedback specific for HealthPathways Co-ordinator. Note: this role will not coordinate all feedback • Non-clinical information on Southern HealthPathways website is accessible, accurate and timely • Newsletter, documentation, and updates are published as scheduled • Reporting is completed on time • Relevant feedback is managed in a timely manner • Scheduling and organisation of Clinical Reference Work Groups • An updated and accurate pathway database and Work Plan is maintained Co-ordinate Health Pathways workload • Co-ordinate work for the team. • Prioritise work in conjunction with the team and keep the team up to date on workloads. • Improve the way the HealthPathways team works • The team has the right workload for their specialties • We have a balanced workload across the team • The team is able to get more work done and the right work done Living Southern DHB Values Proactively demonstrating Southern DHB values in all aspects of the role. • Demonstrates behaviours that we want to see from each other, at our best. • Contributes positively to a culture of appreciation, a learning culture, where people feel safe to speak up. • Contributes positively to team and other initiatives that seek to improve patient and whanau experiences and/or staffs experience of working.