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Elements and Performance Criteria

Required Skills

This describes the essential skills and knowledge and their level required for this unit

Essential knowledge

The candidate must be able to demonstrate essential knowledge required to effectively do the task outlined in elements and performance criteria of this unit manage the task and manage contingencies in the context of the identified work role

This includes knowledge of

Basic human resource management and organisation behaviour principles

Change management processes

Demonstrated understanding of risk management concepts including essential role of good communication skills

Practice accreditation requirements and processes

Practice protocols

RACGP Standards for General Practices

Relevant legislation and industry standards and codes of practice

Scope of own medical assisting role

Sources of income for practices including government incentive programs

Working knowledge of accounting software

Essential skills

It is critical that the candidate demonstrate the ability to effectively do the task outlined in elements and performance criteria of this unit manage the task and manage contingencies in the context of the identified work role

This includes the ability to

Analyse data and situations and recommend improvements to systems and performance

Extract and utilise data to measure performance

Handle client complaints effectively

Process financial accounts accurately

Suggest improvements andor participate in continuous quality improvement efforts

Use computers for accounting and data extraction

Use communication skills to

communicate clearly

demonstrate respect for cultural and religious differences

document information appropriately in medical records

interact appropriately with members of the health care team as well as with clients from a range of social cultural and religious backgrounds and physical and mental abilities

interpret practice protocols correctly

relay information using appropriate medical terminology and grammar

Use problemsolving skills to

listen and ensure thorough understanding of potentially complex issues

respond appropriately and with attention to proper protocols

Use numeracy skills to

analyse statistics

conduct costbenefit analyses

perform accounting and bookkeeping tasks

Work within a team and use leadership skills when appropriate

Evidence Required



The evidence guide provides advice on assessment and must be read in conjunction with the Performance Criteria Required Skills and Knowledge the Range Statement and the Assessment Guidelines for this Training Package

Critical aspects for assessment and evidence required to demonstrate this competency unit	The individual being assessed must provide evidence of specified essential knowledge as well as skills Consistency of performance should be demonstrated over the required range of situations relevant to the workplace Where for reasons of safety space or access to equipment and resources assessment takes place away from the workplace the assessment environment should represent workplace conditions as closely as possible

Method of assessment	Assessment should involve written andor oral examination as well as simulation demonstration and production of simulated work samples Students are also to be assessed during practice placement through supervisor reports selfreflective journals and observation

Resource implications	Assessment requires access to Scope of own medical assisting role RACGP Standards for General Practices National Health Privacy Principles Legislation related to confidentiality privacy and security of client information Sample indemnityinsurance policies Examples of employment contracts position descriptions duty statements performance review templates state employment awards Computers and accounting software packages Sample accounts Sample performance benchmarking tools

Access and equity considerations	All workers in the health industry should be aware of access and equity issues in relation to their own area of work All workers should develop their ability to work in a culturally diverse environment In recognition of particular health issues facing Aboriginal and Torres Strait Islander communities workers should be aware of cultural historical and current issues impacting on health of Aboriginal and Torres Strait Islander people Assessors and trainers must take into account relevant access and equity issues in particular relating to factors impacting on health of Aboriginal andor Torres Strait Islander clients and communities

Range Statement



The Range Statement relates to the unit of competency as a whole. It allows for different work environments and situations that may affect performance. Add any essential operating conditions that may be present with training and assessment depending on the work situation, needs of the candidate, accessibility of the item, and local industry and regional contexts.

Roles may refer to:	Tasks required to perform Influence and/or authority of position Personal style/characteristics Ability to relate to others in the team

Financial administration tasks may include:	Handle banking and accounts reconciliation Manage accounts payable and accounts receivable Age outstanding accounts and follow up as per practice protocols Manage petty cash

Government incentives may include:	Practice Incentive Program (PIP) Service Incentive Payments (SIP) General Practice Immunisation Incentive (GPII) Outer metropolitan program Rural general practice incentives Practice Nurse incentive

Business data may include:	Financial reports Practice statistics Service uptake Customer satisfaction ratings Staff satisfaction ratings Data demonstrating systems performance including compliance with legislation and standards

Follow up may include:	Relaying information to appropriate personnel and ensuring response is obtained Obtaining further information for client

Personnel may include:	Practice principal Doctors in practice Practice nurse Practice manager Practice staff Medical assistant Receptionist Supervisor Other health care professionals Medical Defense Organisation

Systems may include:	Recall Reminder Follow-up of non-compliant clients Records storage Prioritisation of clients Privacy Confidentiality Security Appointment scheduling Customer service Infection control Billing