Under the broad direction of the Executive representative, this role ensures high level, efficient and professional service is delivered in accordance with the Mission and Values of the Hospital. The Manager reviews established processes, oversees day-to-day activities of their team/s and coordinates the implementation and compliance to relevant policies, procedures and programs.

The Manager - Outpatient Services has the primary responsibility of planning, coordinating, directing, and supervising the delivery of outpatient services. Typical work duties include establishing facility objectives, ensuring compliance with government regulations, hiring new staff, starting staff development programs, creating budgets, overseeing patient billing, developing shift schedules, and resolving complex patient inquiries or concerns.

An Exciting Opportunity in Beautiful Bundaberg, Queensland

Join Friendly Society Private Hospital as the Manager - Outpatient Services and play a pivotal role in planning, coordinating, directing and supervising the delivery of outpatient services. The role will review established processes, oversee day-to-day activities of their team/s and coordinate the implementation and compliance to relevant policies, procedures and programs. This is a unique opportunity for an office management professional with experience in managing a general practice or similar role, ideally within a health care setting.

Friendly Society Private Hospital, Bundaberg, Queensland, is a leading regional healthcare provider with a strong reputation for delivering high-quality, patient-centred care. Known for its commitment to clinical excellence and innovation, the hospital offers a broad range of services, including medical, surgical, rehabilitation, and emergency care. With over 140 beds and a team of dedicated healthcare professionals, it serves as a vital healthcare hub for the local community and surrounding regions. The hospital is equipped with state-of-the-art facilities and provides specialised services such as cardiology, oncology, and orthopaedics, ensuring comprehensive care for patients. Friendly Society Private Hospital continues to grow and evolve, remaining focused on advancing healthcare outcomes and enhancing the well-being of its patients.

Located in Bundaberg, a thriving regional city known for its stunning coastal landscapes, welcoming community, and relaxed lifestyle, this role offers not only professional growth but also the chance to live in one of Queensland’s most picturesque areas. Just a short drive from the Great Barrier Reef, Bundaberg boasts affordable living, an excellent climate, and a rich agricultural heritage.

Your day-to-day responsibilities will involve, but are not limited to:

• Be responsible for the professional management of the Medical Consulting Suites, the Emergency Department Admin Team, Doctors, specialists, and associated services
• Co-ordinate and manage Outpatient Services effectively to ensure optimal patient outcomes
• Accountable for the development and provision of Outpatient Services using the principles of Best Practice, relevant legislation, guidelines and standards
• Effectively manage the service area on a day to day basis to ensure customer focussed care, promoting quality health care in a friendly and respectful environment
• Actively maintain a presence within the service area to act as a coach and mentor to the team
• Support clinical staff to maintain the provision of a high standard of patient care
• Model behaviour and communication standards to promote a supportive team environment
• Build and maintain effective internal and external relationships that improve service delivery, seeking and responding to customer feedback
• Actively participate in relevant decision making forums to represent the staff and patients of the unit
• Resolve daily issues by making informed decisions and delivering positive outcomes
• Participate in and contribute to the Outpatient marketing activities when required
• Manage the setting up of new Practices, supporting Doctors requirements
• Be a positive member of the team, resolve issues fairly and effectively, model and promote appropriate behaviour and communication standards consistent with the organisational values and Code of Conduct to support a positive workplace culture and team environment
• Monitor own workload and workflow, and that of the team, to meet set deadlines
• Identify, implement and maintain quality standards and ensure continuous process improvement within your department
• Take an active role in promoting a ‘work safe’ culture within the team and the organisation including conducting safety huddles, addressing safety concerns and assisting Rehabilitation and Return to Work (RRTW) Coordinators with Return to Work plan management
• Proactively and thoroughly investigate all reported risks, hazards, incidents, injuries and near-misses for all areas of direct responsibility and ensure appropriate follow up is implemented including ‘closing out’ of incidents within organisational requirements
• Adhere to organisational policies regarding confidentiality, privacy and authorised access to information at all times
• Use opportunities to make adjustments within your own area of responsibility to improve outcomes and efficiencies to assist the organisation in reducing waste and unnecessary spend
• Actively manage organisational resources including manhours, wages and assets within approved budget, reporting on this monthly to the Executive Manager
• Actively manage professional development and mandatory education activities for self and team ensuring compliance with timeframes and organisational requirements
• Conduct staff engagement activities in accordance with organisation requirements including Face to Faces, Rounding, Huddles, Team Meetings and Performance Evaluation Plans (PEPs)
• Develop and maintain positive relationships with external services providers and community services
• Actively promote The Friendlies and our programs within the community and encourage participation by community members
• Have pride in working for the hospital and display a professional, positive outlook to the community
• All other tasks and duties as reasonably directed and within the scope of the role

View the full scope of these in the Position Description.

• Tertiary qualifications in Office Management or Business Management

Performance

Employees are required to meet the specific Key Performance Indicators (KPIs) set for their position by the Manager, under the guidance of the Executive group. These KPIs, key deliverables and critical success factors for the role and department will be monitored on a regular basis and reviewed as part of the annual Performance Evaluation and Planning (PEP) reviews.

Health & Safety

FSPH is committed to protect employees from accidental injury and damage to health while working for the organisation. While at work, workers are required to take reasonable care for their own health and safety, and that of others who may be affected by their actions or omissions including, but not limited to:

• Be familiar and comply with approved safety and health practices.
• Make proper use of personal protective equipment.
• Not to interfere with or remove safety device, except where authorised to do so, and not to misuse anything provided for safety.
• Reports all accidents, injuries, near misses and dangerous events to their Manager or delegate immediately.
• Participate in all safety training and in-service programs
• Maintain health (physical and mental) to ensure they can safely and effectively perform the inherent requirements of the role and seek independent and objective help and advice if ill or impaired in their ability to work safely.

Physical and Environmental Requirements

In accordance with the organisation’s objective to provide a work environment which ensures the health, safety, and productivity of all employees, each role performed in the organisation is classified in accordance with physical, sensory and environmental demands. Employees are required to perform the key responsibilities of the role competently, safely, and following approved practices and processes to minimise risk of injury or illness.

Further information on these requirements can be found in the Position Description.

EXPERIENCE

• Minimum 2 years managing a general practice or in a similar role, ideally within a health care setting
• Previous experience in people management, including leading a teams to individual and team success
• Demonstrated experience with auditing and/or accreditation processes

KNOWLEDGE

• Demonstrated advanced knowledge of medical services
• Advanced computer literacy (including Practice Management Software), and ability to trend and interpret data and information seeking skills
• Demonstrated ability to monitor and manage financial outcomes and budgets
• Ability to review established processes, oversee day to day activities and coordinate the implementation of policies, procedures and programs to make necessary improvements
• Working knowledge of workforce management functions including rostering and manhours management in a 24/7 operation

ROLE ATTRIBUTES

Behavioural

• Leadership (High)
• Communication (Advanced)
• Conflict Resolution (Advanced)
• Critical Thinking Skills (Above Average)
• Planning, Organising & Prioritising (High)Time Management (Advanced)
• Decision Making (Above Average)
• Problem Solving (Advanced)
• Work Standards (High)

Technical

• Management (Advanced)
• Job knowledge (High)

General

• Flexibility with shift times and rosters to meet organisational requirements and deadlines

KEY PERFORMANCE AREAS

The following Key Performance Indicators are designed to strengthen employee understanding of what is required to be successful in the position.

• Abide by the Code of Conduct and Standards of Behaviour by always behaving in an ‘Above the Line’ manner;
• Ensure mandatory education is completed to the satisfaction of the organisation by the specified due dates; and
• Incident investigation conducted and completed within timeframes in accordance with organisational requirements.

• Total Remuneration Package $
• Entitlements - 5 weeks Annual Leave.

Reports to the Chief Executive Officer.

• Must provide a National Police check conducted within the previous 12 months.
• According to the role, the Friendlies may require a Working-With-Children check and proof of immunisation against infectious diseases, which may include Covid-19.
• All roles will be performed in accordance with the hospital values, Code of Conduct and Standards of Behaviour (Above & Below the Line). From time to time, all employees may be called upon to fulfil duties outside those listed in this position description. Flexibility of FSPH team members is central to the organisation’s mission and values.

Role Description

Friendly Society Private Hospital Website

Friendly Society Private Hospital Annual Report 2021-2022

Organisational Structure

The closing date for applications is Thursday, 20 February 2025

The reference number to include in your application is H25_5004

Note: Please use the online platform to submit your application. It will not be accepted via email.

If you require assistance in submitting your application online, please get in touch with Executive Search Coordinator, Natasha Tirado:
​M: +61 (0)468 301 310 | E: [email protected]

Your application must include:

1. 1.Cover letter addressed to the Principal Consultant;
2. 2.A written response addressing the key selection criteria; and
3. 3.An up to date copy of your Curriculum Vitae.

It Is standard practice for HardyGroup to acknowledge receipt of your application no later than the next business day. We request that if you do not receive the acknowledgement, you contact the search coordinator listed above as soon as possible after the 24-hour business period and arrange to resend your application if necessary.

For a confidential discussion, please contact:

Lynette Taylor
​Executive Director, Search & Recruitment

M. +61 (0)431 293 861
​E. [email protected]

Liz Hlipala
​Principal Search Consultant

M. +61 (0)401 122 301
​E. [email protected]