Patient Flow Coordinator

Job Description

Agency Department of Health Work unit Oral Health Service

Job title Patient Flow Coordinator Designation Administrative Officer 5

Job type Full time Duration Ongoing

Salary $88,297 - $ 92,687 Location Darwin

Position number 25424 RTF Closing 11/09/2025

Contact Officer Swasi Silwal on or

About the agency

Apply online

APPLICATIONS MUST INCLUDE A ONE-PAGE SUMMARY ABOUT YOU, A DETAILED RESUME AND COPIES OF YOUR TERTIARY

QUALIFICATIONS.

Information for applicants – inclusion and diversity and Special Measures recruitment plans

The NTPS values diversity. The NTPS encourages people from all diversity groups to apply for vacancies and accommodates people with

disability by making reasonable workplace adjustments. If you require an adjustment for the recruitment process or job, please discuss

this with the contact officer. For more information about applying for this position and the merit process, go to the OCPE website.

Aboriginal applicants will be granted priority consideration for this vacancy. For more information on Special Measures plans, go to the

OCPE website.

Primary objective

Provide a high level of administrative services and supervision to the frontline Client Service team for the Oral Health Service.

Key duties and responsibilities

1. Manage and coordinate the daily functions of Client Service Officers, including the allocation of duties and day to day functions. This

includes overseeing the recruitment, training and mentoring or all reception staff, as well as managing their work plans and leave

requests.

1. Coordinate appointment books, staff rosters and scheduling systems to facilitate efficient and effective use of resources, including

opening clinicians' appointment books.

1. Support and respond to inquiries and complaints from clients and stakeholders.
2. Oversee patient referrals, waiting lists recalls and specialised services, including interpreter services. Perform comprehensive audits

of high priority waitlists.

5. Monitor the electronic client information database to ensure efficient service delivery. This includes scheduling appointments and

regularly reviewing quality assurance to identify and correct issues with data accuracy, completeness and consistency.

6. Coordinate the voucher program in conjunction with the Business Operations Manager and Clinical Manager. Liaise with external

stakeholders who register for the program.

7. Liaise with Facilities about building issues and coordinate building maintenance and repairs.

1. Proactively manage and backfill frontline roles to mitigate the impact of unplanned leave on service provision.
2. Check Child Dental Benefit Scheme (CDBS) eligibility and submit Medicare claims to support revenue raising on behalf of the Oral

Health Service.

10. Follow defined service quality standards, work health and safety policies and procedures relating to the work being undertaken in

order to ensure high quality, safe services and workplaces

11. Foster a positive workplace culture through exemplary leadership practices and role modelling behaviour.

Selection criteria

Essential

1. Extensive experience in high-level administrative processes, office procedures, coordination, training, supervision and recruitment

with strong knowledge of human resources and staff management.

2. Demonstrated experience with client management systems, appointment scheduling, and waitlist management, supported by a solid

understanding of customer service principles.

3. Proven ability to handle complex issues and complaints, using effective communication techniques to overcome barriers and provide

essential information and services to patients and families.

4. Demonstrated ability to apply emotional intelligence, make independent decisions, and achieve performance outcomes while

managing competing expectations.

5. Sound experience in HR Conflict resolution, change management and records management with attention to details.

6. Demonstrated high level communication, interpersonal and negotiation skills with the ability to influence and negotiate successful

outcome across a range of audiences.

7. Experience in identifying compliance requirements relating to organisational legislation, policies and procedures, voucher scheme,

and processing Medicare/CDBS revenue.

Further information

Positions may be subject to pre-employment checks such as immunisation requirements, working with children clearance notice and

criminal history checks. A criminal history will not exclude an applicant from this position unless it is a relevant criminal history. For

immunisation requirements - Category A (direct contact with blood or body substances) or Category B (indirect contact with blood or

body substances), check with contact person for requirements.