Organisation: Western Sydney Local Health District
Job Title: Ward Clerk/Admin Officer Level 2 – Ward Clerk Support
Word Limit: 3000 characters max – HR said they are looking for short paragraphs on each
Location: Westmead
Extensive clerical experience in a receptionist/customer service position
Possessing a strong career history spanning more than 21 years in customer-facing roles within
office and medical environments, I anticipate client needs and offer innovative solutions to deliver
a positive customer experience at all times. In my current role at Voith, I liaise on a daily basis with
clients in person and via phone or email. I am committed to addressing their needs and concerns
in an efficient and personable manner.
In my previous role as Administration Officer at Wollongong Hospital in the Pathology and
Microbiology Department, I carried out general administrative duties which included considerable
client interaction, including patients, visitors, and members of the public as well as medical
professionals. In addition to interacting with customers, I am fully competent in the day-to-day
duties of a receptionist in a face-paced medical environment. My role included accurate data
entry, updating, finalising and sorting of medical results and doctor’s reports, office
correspondence, post distribution, scanning, printing, photocopying and faxing, and general filing.
Further demonstration of my clerical experience in a receptionist and customer service role was
during my tenure at Shellharbour Hospital as Administrative Clerk. This role involved regular
routine duties that often needed to be completed according to certain time frames. For example,
every morning it was necessary that I prepare patient files for the Medical Officers’ (MO) patient
rounds. The Ward catered for approximately 30 patients and each doctor visited 8 to 10 patients.
Each MO had particular expectations and requirements regarding the order of their files that they
would access during their rounds. One of the doctors was quite particular and requested that his
files be put in room-patient order, meaning that there was a particular bed order in each room
that he wanted followed. Additionally, this doctor also required that in filing results such as
haematology and biochemistry that they be placed in the desired precise location.
Included in my duties as Administrative Clerk within the Medical Ward and Records Department at
Shellharbour Hospital was ensuring that I consistently followed protocol and policies as well as
kept the Ward area tidy to facilitate the smooth running of the Ward for regular doctors, visiting
doctors and general nursing staff. Reporting regularly to the Nurse Unit Manager (NUM), I carried
out any requests made of me immediately and supported those working around me to accomplish
all required tasks. As a task-oriented person, I am well suited to the role of Ward Clerk Support.
Demonstrated excellent clerical organisational skills and time management
My time management and organisational skills are excellent and I have a proven ability to
prioritise work. During my employment at Wollongong Hospital as Administrative Assistant in the
Microbiology Department, each day reports and results were to be processed by 10am at the
latest. This required excellent clerical skills as well as adherence to the required timeframe.
Involved in this task were numerous steps that had to be undertaken in a particular order. Initially,
reports and results were received from the microbiologists and I entered these electronically into
the system and then printed off a copy. Next, the printed copy was reviewed by the directors,
doctors and microbiologists for verification. On occasion, an amendment was required so needed
to be entered electronically for a second time, reprinted and verified again. Once all reports were
correct and verified they were then distributed for viewing by those on ward as well as other
departments. Additionally, each department had its own particular requirements which needed to
be adhered to. I received regular praise from my superiors regarding the efficient manner in which
I handled this task.
Further demonstration of my time management and organisational skills was in my role as
Secretary to the Head Microbiologist. Every afternoon for 2 to 3 hours, I acted as personal
secretary which often entailed a heavy workload to be completed within this timeframe. Often I
typed dictaphone reports with an average typing speed of 60-70wpm. It was in this role that I
experienced my first visit from National Association of Testing Authorities (NATA) Australia
Accreditation Representatives. Receiving some months of advance warning of their visit, the Head
Microbiologist requested that I make a complete review and overhaul of the existing
comprehensive procedure manual. This involved an in-depth examination of every procedure
along with redefining, amendments, additions and clear formatting.
On arrival of the NATA Representatives, they examined the procedures and policy manuals and
toured the Ward randomly, asking different staff members questions in relation to required
procedures. Their correct answers directly affected whether they passed their accreditation or
not. This was quite an intense and stressful period of time. The visit was successful and I was
praised for my dedication and efficiency in carrying out this task
I have superior capabilities in multi-tasking several functions with ease and consistently exercise
independent judgement and work effectively, prioritising my work to remain in line with strict
regulations, desired outcomes and organisational values. I will be very effective in carrying out the
tasks required of Ward Clerk Support.
Demonstrated effective communication skills – verbal and written, with strong attention to
detail
A confident communicator, I possess excellent interpersonal skills and match my level of
communication to the target audience. During my career, I have honed my interpersonal skills to a
very high level and can build rapport quickly within the team, with patients and with members of
the public. As an experienced administrative professional, I have undertaken training that allows
de-escalation of situations and the application of a measured, culturally sensitive approach to
interactions within more stressful situations.
My written and verbal communication skills were exemplified during my role as Administrative
Assistant as part of the team within the Microbiology Department at the Central Specimen
Reception (CSR). Each member of the team rotated on a weekly basis performing one of five
specific roles. The role of manning the phone desk required constant verbal communication,
handling all incoming and outgoing calls as well as engaging with members of the public and
medical professionals, particularly in relation to their enquiries regarding microbiology results.
Another role that I performed on a regular basis was that of specimen data entry. Since the CSR
received reports for the entire Illawarra region, this was a high-volume and demanding role. I
carried out my data entry with extreme attention to detail and efficiency, receiving regular praise
from my superiors and team members.
Possessing superior communication and negotiation skills, I am conscientious in following
established policies and protocol during every interaction. On one occasion while manning the
phone desk, I received a phone call requesting another person’s results. By employing my active
listening skills and asking specific questions, I established that a patient was trying to impersonate
a doctor. The patient was unaware that I realised who he in fact was. Very tactfully I refused to
provide the information he required and he became increasingly abusive and demanding to the
point of personally threatening to come and inflict physical harm. In such a situation the protocol
was to escalate the situation and transfer the phone call to my Human Resource (HR) Manager,
which I did as soon as possible. After the phone call was ended, the HR Manager called me into his
office and praised me for the fine way I had handled the phone call in such a high-pressure
situation.
Excellent staff, patient and public relations depend on high-quality interactions with people and
the ability to choose an appropriate style of communication. In my experience, I have found that
most situations can be resolved with a positive outcome by finding common ground and
empathising with the person concerned. I am certain that my interpersonal and negotiation skills
will prove to be an asset and I will be able forge excellent working relationships in the role of Ward
Clerk Support.
Demonstrated ability to work both independently and in a team situation
Demonstrating willingness and ability to work in a team environment, I work constructively with
stakeholders on a daily basis to ensure work is being attended to within the outlined key
performance indicators, team goals and deadlines. By monitoring and actioning my own workload,
I am able to assist my colleagues in times of absence or increased operational demands. While I
thoroughly enjoy working within a team, I also take pleasure in the additional challenges that
come with working autonomously on different projects and initiatives.
Evidence of my ability to work independently is well demonstrated during my role of
Administrative Assistant on the CSR at Wollongong Hospital. As part of this team, I was required to
fulfil the afternoon shift during 7-10 day rosters. The afternoon shift began at 2:30pm, overlapping
the day shift by up to approximately 2.5 hours and concluded at 11:30pm. At 4pm another staff
member would arrive to assist until 8pm. From 8pm until the end of the shift, I was solely
responsible for the area as Section Coordinator. As the only one on duty, I was required to handle
all incoming specimens and provide support to medical professionals regarding their required
results. The hospital had a chute system whereby specimens would arrive to the desk in cylinders.
On occasion, the system would breakdown and I was given the authority to immediately engage a
technician to correct the situation, ensuring that I always informed my manager.
In the same role during the day shift, I was part of a team. The mornings were an extremely busy
time, since we received all pathology reports for the whole Illawarra region. Performing one of the
five rotating roles, if a colleague required assistance I was always very willing to adjust my own
schedule to assist with time-sensitive tasks. In cases of non-attendance, sickness or a staff
member being on leave, there were no temporary or casual replacements. As a team we would
divide the tasks between us, occasionally requesting assistance from our Team Manager if we
were unable to perform all duties within the required time frame. It was not unusual to engage in
overtime in order to fulfil all tasks required, which I was always willing to do.
With an empathetic and supportive approach to managing problems or requests, I am able to
recommend an effective course of action, or help in any way I can to assist colleagues and
supervisors in meeting their objectives. Throughout my career, this has allowed me to build and
maintain meaningful working relationships with key stakeholders who know they can rely on me
to work in partnership with them to achieve positive outcomes. As Ward Clerk Support, I will
continue to support my team and work well autonomously.
Competent computer skills in a Windows based environment and a knowledge of databases
Throughout my working life, I have gained extensive experience in the daily use of computer
systems, word processing and reporting tools to fulfil tasks and present information via the
Microsoft Office suite of programs. In my current role as Purchasing Officer at Voith Turbo, I utilise
SAP on a daily basis, navigating within various data to locate relevant information. Previously, as
Ordering Handling Coordinator, I regularly utilised Microsoft Outlook’s calendar function to
monitor my workload.
As a highly efficient team member on the CSR at Wollongong Hospital, I regularly used computers
and accessed medical-specific databases to input and extract information. Within a 24-hour period
the department would receive up to 1,500 specimens that required accurate and immediate
processing. Specimens were to be sorted into trays of eight for either biochemistry, haematology,
microbiology or cytology, accompanied by accurate paperwork. Once the reports were generated
on the instrumentation they were automatically entered into the system, aligning with each
patient’s details. The effectiveness of this system heavily depended upon our accurate data entry
skills. On occasion, the computer system would fail and we would then follow a lengthy and
tedious manual entry system, which involved extensive double-handling of specimens. However,
during these times, I willingly dedicated myself to the task at hand and remained until all
specimens were handled correctly.
Confident in my computer skills, I regularly seek new ways to streamline workflow and increase
productivity. My ability to identify opportunities for improvement has contributed to the effective
use of financial and human resources. Using my fast and accurate typing skills and ability to design
user-friendly documents, I have demonstrated experience using Microsoft Word and Excel tools to
present professional and concise information in a variety of formats. When faced with a program I
am unfamiliar with, I will either seek assistance from those around me or carry out my own
research in order to use all its functions correctly. I am a quick learner and will undertake any
training required of me as Ward Clerk Support.
Demonstrated ability to adapt to flexible work practices
I am highly committed to supporting and upholding Policy and Principles in relation to Equity and
Diversity. Throughout my career, I have always made a conscious effort to build good relationships
with the people around me, regardless of appearance, ethnicity or other potentially discriminating
factors. Committed to Equity and Diversity in the workplace, I promote an inclusive environment
for all staff and the broader community we engage with. I aim to create an environment which
celebrates diversity and is free from all forms of discrimination and harassment which recognises,
utilises and values the knowledge, abilities, skills and ideas of all people, irrespective of race,
ethnicity or religion, gender or sexual orientation, education level, socio-economic background,
age, disability or family responsibility.
As an advocate for change and improvement to efficiency, I am adaptable and eager to implement
improved work practices. This was particularly evident prior to the establishment of the
centralisation of the CSR. Management within the Wollongong Hospital wanted to increase the
accuracy and speed of the processing of incoming and outgoing specimens. At the time, each
department had its own reception desk and responsible receptionist. It was decided that each
receptionist would now operate in a centralised location easily accessible to every department.
Initially, this change was met with resistance since each receptionist felt personally responsible for
the area that they looked after. However, on commencement of working as a team we quickly
realised that we were able to spread the workload between us and quickly adapted to a new
situation. Each of us was very familiar with the department we previously worked with and would
defer to each other when faced with questions on how particular specimens were to be handled.
We have now worked together for some time and have a happy and productive work
environment. As Ward Clerk Support, I will continue to be adaptable and flexible in relation to
assisting my work colleagues as well as the implementation of changes.
