Te Marae Ora (TMO) Ministry of Health

GOVERNMENT OF THE COOK ISLANDS

PO Box 109 Rarotonga Cook Islands Phone (682) 29664 Fax (682) Fax number 23109 www.health.gov.ck

POSITION SUMMARY
Job Title: Patent Referral Coordinator (NZ)
Division: Hospital Health Services
Responsible To: Health Coordinator (NZ)
Responsible For: No staff
Job Purpose: This role is an extension of Te Marae Ora (TMO) services to
connect patients who are being transferred from the Cook
Islands to the New Zealand (NZ) healthcare system. This role
is the liaison between patients, their families and NZ health
professionals to ensure patients receive the care they need
and understand their medical condition, medication and other
instructions. The role will coordinate patient-care services to
facilitate patients’ access to social and housing services in
NZ, as required.
The role is TMO’s patient focal point and meets arriving TMO
patients, and where possible, transports TMO patients to
hospital appointments.
This role is primarily based in Auckland at Mt Wellington
Integrated Healthcare, and can also work from the Cook
Islands Consulate Office in Auckland.
Job Band:
Date updated: September 2019

AGENCY VISION
Vision: All people living in the Cook Islands living healthier lives and achieving their
aspirations.
Values: Respect, People focused, Equity, Quality, Integrity and Accountability
ORGANISATIONAL STAFFING STRUCTURE
Te Marae Ora – Cook Islands Ministry of Health Chart 3
Hospital Health
Organisational Structure - January 2019 Services Directorate

Minister of Health
Responsible for setting health policies, confirming
health budget and reporting on performance

Public Service Commissioner

Responsible for employing and perfomance
managing the Secretary

Secretary of Health

Advisory Committees
Chief Medical Officer (0.2) Executive Assistant (1)

Community Health
Chief Nursing Officer (0.2)
Traditional Medicine

Medical

Nursing Director Director of Director of Director of Planning and

Director of Hospital Health Services (1)
of Public Oral Health Primary Care Funding (1)
Health (1) (1) (1)
Allied Health Professionals

Communications & Public

Relations
Chief Nursing Officer (0.8) Manager General Services Manager Aitutaki Hospital Manager Funding and
Chief Medical Officer (0.8) (1) (1) Support (1)

Executive functions
Governance, policy and strategy, budget, workforce

Patient Referral Health Coordinator

Management functions Coordinator (CIs) (NZ)
Finance Supervisor (1)
Planning, workforce development, process
improvement, quality assurance, budget and reporting

Supervisor functions Patient Referral

Oversee staff effective and efficient delivery of tasks Coordinator (NZ)

To be phased in over 3
years

Acronyms: AO-Ambulance Officers, CHS-Community

Health Services, CN-Charge Nurse, DT-Dental
Therapist, EN-Enrolled Nurse, ENT-Ear, Nose, Throat,
F/N-Food & Nutrition, G/M-Groundsman &
Maintenance, HSV-Health Specialist Visits, IC-Infection
Control, LS-Laboratory Scientists, Mgr-Manager, MO-
Medical Officer, NP-Nurse Practitioner, PHN-Public
Health Nurse, PHI-Public Health Inspector, QO-Quality
Officer, RN-Registered Nurse, Sup-Supervisor, V-
Vacant

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KEY RESULT AREAS (KRA’S)/OUTPUTS
Job Holder is accountable for: Key Performance Indicators (KPIs)
Job holder is successful when:
Patient Care
 Ensure safe, quality and efficient services
for patients transferred to the NZ health
system
 Quality services provided for
 Consult with patients and families on
referred patients
medical condition, medication and care
 Healthcare and social needs
available
clarified
 Consult with health care providers to
 Patient care plan in NZ confirmed
develop a care plan to address their needs
and follow up appointments and treatment  Patient care plans implemented
effectively and reported on
plans
 Patient access NZ healthcare
 Ensure patient care plan is communicated
system and returned safely home
effectively to patient and check-in on patient
regularly, evaluate and document progress with follow up care plan
 Expedite completion of patient tests,
procedures, consults, transfer or discharge
plan, outcome and continuing care plans
Coordination of Care (Liaison)
 Treat patients with empathy and respect
and conduct oneself in a professional
manner
 Ensure effective communication between  Patients treated with dignity and
patients, families and NZ care providers, respect
advocating for patient with respect while  Clear understanding and care plan
maintaining patient confidentiality pathway agreed between parties
 Foster peer support and education for  Patients and families provided
families regarding patient care and case support for wellbeing pathway
management  Well informed patients and families
to promote patient wellbeing  Support provided to access funding
 Provide educational information to patients or financial assistance
regarding treatments, procedures, 
medication and follow up care
 Facilitate access to social services in NZ
and assist with securing funding for medical
care
Administration
 Plan, coordinate and carry out patient care,
and follow up appointments where required  Patient care plans adhered to and
 Provide information to help patients decide better health outcomes optimised
between and prepare for treatment options  Informed patients and families
and navigate the health system  Informed patient care plans,
 Collect and maintain patient health, statistics, costs and planning
demographic, insurance and financial  Patient confidentiality maintained
information  Quality patient care and support
 Ensure patient medical records are up-to- provided
date and kept confidential  Process improvements considered
 Obtain insurance information from patients and implemented effectively
to help expedite additional care provision in
NZ
 Suggest process improvements to enhance
patient care, coordination and support in NZ

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 Operational Excellence
 Provide strategic advice to Health
Coordinator and TMO Management
regarding patient care and management
 Implement continuous improvement
processes and respond to patient concerns
in a professional and timely manner
 Protect self, co-workers and patients by
following policies and procedures to prevent
the spread of disease
 Adhere to NZ Government legislation,
regulations and policies regarding health
and social services
 Maintain the professional networks and
engagement with the Cook Islands
community in NZ to promote the political
integrity of TMO
Teamwork
 Demonstrate the Cook Islands Public
Service and TMO values and contribute to a
positive team culture
 Attend ongoing training and courses to keep
abreast of new developments in health care
 Contribute to TMO’s goals with great ideas
and excellent performance
 Always seeking way to improve processes,
engagement and services
 Complete performance appraisal in timely
manner and always improve performance
 Monitor performance and always keep
Health Coordinator informed of progress
 Perform other duties as required
 Strategic advice provided in a
professional and timely manner
 Services are continuously improved
 Occupational health and safety
standard are maintained
 Maintain professional development
and competence
 Adherence with NZ legislation and
policies governing healthcare
 Professional networks and
community engagement maintained
 Embrace Public Service and TMO
values at work
 Training contributes to improved
performance and services
 TMO achieves its targets
 Continuous improvement
implemented effectively and
efficiently
 Performance exceeds expectations
 Supervisor is pleased with work
performance
 Service area and TMO functions
effectively

WORK COMPLEXITY
Indicate most challenging problem solving duties typically undertaken (3-4 examples):
1 Coordinate competing patient clinic appointments to ensure quality patient care
2 Meet and transfer patients, family and health escorts to hospital 24/7 and manage
transfers to clinic appointments are by arrangement
3 Maintain professional relationships with clinicians and care providers in the NZ health
4 Resolve patient complaints in a professional, compassionate and timely manner
5 Demonstrate empathy for patients and families, especially during times of loss
6 Manage expectations of patients and families regarding NZ health and social services

AUTHORITY
Authority levels expressed in terms of routine expenditure, granting loans, and recruiting and
dismissing staff.

Financial Nil
Staff Nil
Contractual Nil

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FUNCTIONAL RELATIONSHIPS
The requirement for human relations skills in dealing with other personnel and external
contacts. (List the external and internal types of functional relationships)
Internal Nature of Contact External Nature of Contact

TMO Executive and Policy development, NZ Hospital Patient transfers and

Managers planning and outpatient, hospitalisation and
reporting (Light) emergency care plan (Routine)
services
Patient referrals Policy development, Paramedic
Coordinator (CI), planning, Patient services e.g. St
Health Coordinator transfers and care Johns Ambulance
(NZ) plans, dispute Mt. Wellington Patient care plan and
resolution and Integrated care access to NZ health
reporting (Heavy) services and care and social
Whanau Ora services (Routine)
Clinicians, nurses Patient transfers and
(patient escorts) Ministry of Social
care plans and Development NZ, Health and social
smooth transition, Work and Income services and support
liaison in NZ and NZ and other (Routine)
repatriation to Cook health and social
Islands (Heavy) services
Planning and Planning, policy Cook Islands Engagement with
Funding staff development, liaison Consulate and Cook Islands
in NZ, payroll and community groups community and
reporting (light) support (Routine)

QUALIFICATIONS (OR EQUIVALENT LEVEL OF LEARNING)

Level of education required to perform the functions of the position. This combines formal
and informal levels of training and education.
Essential: (least qualification to be Desirable: (other qualifications for job)
competent)
 Bachelor in Social Work, Counselling or  Bachelor of Health Sciences
related field  Bachelor of Arts/Management
 Current Basic Life Support Certificate

EXPERIENCE
The length of practical experience and nature of specialist, operational, business support or
managerial familiarity required. This experience is in addition to formal education.
Essential: Desirable: (for recruitment purposes)
 Minimum of five years’ work experience  Moe than five years’ work experience as
in the health or social sector in NZ a senior health, social sector leader or
 Full NZ Drivers car license manager working in the NZ health
sector

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KEY SKILLS /ATTRIBUTES/JOB SPECIFIC COMPETENCIES
The following levels would typically be expected for the 100% fully effective level:
Expert level  Advanced clinical capability and comprehensive knowledge of NZ and
Cook Islands health and social services (hospital/community level)
 Well versed with current knowledge and principles of modern clinical
and social practice, policy and regulatory frameworks
Advanced  Knowledgeable in policy, legal and financial regulatory frameworks that
level govern health, disability and social services in the country and NZ
 Extensive knowledge of health services planning and delivery
 Excellent written and spoken English and Cook Islands Māori dialects
Working  Understanding of Cook Islands health policies and legislation
Knowledge Knowledgeable in patient services and care coordination, health
services, scheduling, teamwork and conflict resolution
 Excellent working relationship with clinicians/health professionals in NZ
 Strong Cook Islands community engagement and development in NZ
 Articulates TMO vision through service delivery
 Understands political and cultural influences on health services
 Strong report writing and communication skills
 Proficient in using Microsoft software, patient information systems and
healthcare management tools
 Strong administrative skills and using email and social media
 Strong organisational and interpersonal skills
 Ability to determine appropriate actions in more complex situations
 Ability to work independently, exercise creativity, be attentive to detail,
and maintain a positive attitude
 Ability to manage multiple responsibilities and prioritise work
 Maintain confidentiality of medical, financial and legal information
 Ability to complete work accurately and in a timely manner
 Ability to handle difficult situations involving patients, clinicians,
physicians, or others in a professional manner
Awareness  Population health trends and issues in the Cook Islands
 Political issues associated with health care in NZ and the Cook Islands
 Understanding of trends in clinical services in NZ and the Cook Islands

CHANGE TO JOB DESCRIPTION

Changes to the Job description may be made from time to time in response to the changing
nature of the Agency work environment - including technological or statutory changes.

Approved:

Secretary of Health Date

Employee Date

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