Job Description: Receptionist/Admin Support
Position Purpose: The role of the Receptionist/Admin Support within the Massey Student
Health and Counselling Services is to provide friendly, efficient and
professional customer service to students, patients and staff. Also,
providing comprehensive, high-quality general administration support to
the two services.
Department: Te Ratonga Hauora / Student Health and Counselling
Location: Manawatū
Reports to: National Manager Primary Health Services
Responsible for: Nil
Delegations: Band E
Job Title: Admin Assistant

Key relationships: Internal External
Health and Counselling staff Health New Zealand - Te Whatu
Student Life Ora
International Support Think Hauora (PHO)
Student Administration Students and Ex-students
Te Pae Poto Regional/National GP providers
Wellington and Auckland Primary IT
colleagues Med Tech Global
Estates and ITS TIMG
ACC

Massey University: We are a world-leading university in many academic disciplines and fields
of research. Our point of difference is research that is connected to
community and industry. Our researchers are developing expertise and
skills to advance human knowledge and understanding. Working together
across disciplines and locations, we solve national and global problems
through fundamental, applied and interdisciplinary research, while
culturally and artistically enriching our world.

We are deeply committed to being a Te Tiriti-led university, demonstrating
authentic leadership in contemporary Aotearoa New Zealand as we uphold
Te Tiriti o Waitangi, the founding document of our nation, and its principles
through our practice. We embrace this not just as an obligation but as a
real opportunity for the nation and its people.

Our educators are preparing a new generation of global leaders. Our
students are diverse and are attracted to Massey because they want to
achieve their personal goals or make their mark in the world. They
experience world-class learning that recognises their intellectual and
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cultural strengths, expands their horizons and prepares them to contribute
to a rapidly transforming world with skills, critical and creative thinking and
leadership.
We will be renowned for our passion and caring attitude. All Massey
campuses will be innovation ecosystems, acting as magnets for smart
enterprises. Wherever we are, we will operate in partnerships founded on
respect, trust and mutual benefit. Massey is not only defined by what we
do, but by how we do it.
About this area The Student Health and Counselling Centre is a university service available
to all Massey students to receive physical and mental health support while
at Massey University. This is achieved by students having access to doctors,
nurses and counsellors who understand the demands of university life and
the extra challenges when it isn’t their home base or country. As a team
we are committed to a culture of continuous improvement.
Those working in Te Ratonga Hauora / Student Health and Counselling
collaborate with a range of other professional and academic services
across Massey University to deliver proactive and responsive services that
contribute to the health and wellbeing of students on campus and at a
distance.

Massey core capabilities
At Massey we are Tiriti-led, upholding Te Tiriti o Waitangi principles through our practice, we:

• Demonstrate awareness of Te Tiriti o Waitangi and its contribution to Aotearoa New Zealand

society

• Understand the relevance of Te Tiriti o Waitangi in relation to the work of the University and the

people we serve

• Embrace Te Reo in relevant and practical ways in our workplace interactions and engagement

with external stakeholders, giving expression to Tikanga Māori and protocols that demonstrates
that we respect and value Māori conventions in appropriate settings
At Massey we work together with mutual respect and caring. We:

• Act with integrity and trustworthiness and give credit to others for the work they do

• Work cooperatively and inter-dependently to foster and promote the One University approach

• Share knowledge and communicate professionally with courtesy and mutual respect

• Are ethical in all transactions, working within the parameters of our policies and procedures

• Are direct, truthful and maintain confidentiality

• Seek to understand and appreciate our differences

Keep ourselves and others safe; work together to embrace with the University's health, safety and
wellbeing policies, procedures and programmes; display commitment by actively supporting all
safety and wellbeing initiatives: and by actively engaging in health and safety improvement
opportunities
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At Massey we are future-focused, results-oriented and strive for excellence. We:

• Take ownership and responsibility for delivering results to support achievement of University

objectives

• Provide the best quality services to our customers (internal and external) ensuring our

students/stakeholders are at the heart of everything we do

• Deliver or support world-class research, teaching and learning and citizenship

• Take personal responsibility for our performance, take pride in doing our job well, and commit

to ongoing personal and professional development

• Are motivated and create a positive working environment where our values are reinforced

• Anticipate and respond with agility and resilience to the changing needs of the University and

the communities we serve

• Seek ways to improve our services to deliver in an efficient and effective way

• Embrace technology and apply this innovatively to better meet the needs of those we serve

• Challenge ourselves to reach our potential and help bring out the best in others

• Understand how what we do contributes to the objectives of the University

Accountabilities
General Reception • Provide frontline reception, welcoming patients/clients and visitors, and
processing all enquiries

• Make appointments for doctors, nurses and counsellors, ensuring the

appropriate documentation is completed prior to their appointment

• Meet telephone requests for appointments, answer enquiries when able

to. When unable to answer enquiries directly pass on calls to appropriate
person within the Health Centre or Counselling Service

• Check patients in on arrival according to the requirement of the Health

and Counselling Services

• Observe clients in the waiting room to ensure comfort, safety or need for

urgent attention

• Maintain tidiness of reception, waiting areas, lobby and filing room

• Keep events notice board and resources in waiting room up to date

• Ensure client records are kept securely

• Maintain discretion when speaking at reception or on the telephone

• Ensure discretion and maintain confidentiality with all client information

• Manage mail and couriers
  

accurate

• Process ACC claims
• Complete banking accurately
• Generate invoice requests in the absence of the Administrator

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• Create and receive orders on Ci A in the absence of the Administrator
  

Administration • Explain the PHO enrolment process to all patients and ensure accurate
enrolment, including informed consent

• Process all enrolment and registration forms including entering in

Medtech, validating and enrolling through NES

• Request patient medical files from previous provider
• Import GP2GP files transferred in
• Transfer patient files out on request to other doctors
• Retrieval of patient hard copy old notes from offsite storage
• Sort and distribute mail
• Email medical referrals & reports
• Scanning and photocopying as required
• Order general office stationery
• Send and receive email messages
• Enter International student insurance claims on Studentsafe / Unicare

spreadsheets

• Maintain database records
• Forward Casual patient consult notes to own GP via EDI
• Assisting other staff with computer/printer problems
• Maintain communication by email with clients, staff, and external

agencies in absence of Administrator

• Assist Administrator with Query Builds if required
  

Relationship • Liaise with administrative colleagues in other services as necessary
Management • Contribute as a team member

• The ability to work cooperatively as part of a multidisciplinary team
• Maintain positive and collaborative professional relationships and

networks across the university

• Ability to trust and value other team member expertise and the work they

do

Qualifications and Experience
Qualifications: • A high level of computer literacy is essential

• A current first aid certificate is desirable

• A tertiary qualification is desirable
  

Experience: • Experience in a University environment is preferable but not essential

• Administrative experience in a large or complex organisation is

desirable

• Experience in a General Practice, Primary Health Organisation or ACC is

desirable

• Previous use of an electronic health record system desirable

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• Accounts administration experience desirable

• Ability to use Microsoft Word, Excel and Outlook

• Previous customer service/reception experience essential

• Good spoken English essential

• Able to work as part of a team to achieve necessary outcomes

• Ability to speak another language would be an advantage

• Competency in, or a desire and willingness to undertake professional

development in, Te Reo Māori, Tikanga and Te Tiriti principles

Capabilities - Behaviour
Communication • Conducts discussions in a respectful manner, that are sincere and fully
through careful listening, probing, reflecting, and summarising

• Delivers written and oral communications, responds to questions and

concerns

• Communicates in a timely manner using the appropriate style and

method
Working Together • Establishes and maintains productive working relationships with key
with stakeholders

• Proactively identifies and addresses potential issues with stakeholders
  

Service Centric • Acts with the internal/external stakeholder or customer in mind, seeks
escalate if required

• Responds to unexpected stakeholder requests with a sense of urgency

and positive action

• Provides a level of customer centric service excellence that contributes

to the service objectives

Capabilities - Technical
Accuracy and • Describes consequences of errors within own function
Attention to • Processes large quantities of detailed information with high levels of
Detail accuracy

• Evaluates and makes contributions to best practices
  

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Digital Skills • Demonstrates intermediate levels of knowledge and experience in the

Office • Identifies common administrative activities and tasks
Administration • Maintains physical and electronic filing systems
Essential • Assists in developing administrative process flow to and from other
functions and departments, internal and external


Problem Solving • Uses initiative to develop alternative techniques for assessing accuracy
Desirable and relevance of information


Pre-employment checks
Essential • Requirement to pass a Criminal and Traffic Convictions (Security) Check
performed by the Ministry of Justice.
• Requirement to pass a Credit History Check and No Asset Procedure
(NAP) performed by Equifax.

• A safety check in accordance with the Vulnerable Children Act 2014 and

the Vulnerable Children (Requirements for Safety Checks of Children’s
worker) Regulations 2015 is required. Part of this process includes the
requirement to pass the police vetting part of the safety check.

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