Advanced Certificate of Practice Management

Unit 1 – Manage organisational customer service

• Identify customer service requirements
• Business planning
• Customer service plans
• Training and good customer service
• Resource planning
• Customer service
• Constraints
• Product/services quality
• Legislation and regulatory requirements
• Assess team performance
• Performance management
• Performance measurements
• Support colleagues to meet customer service standards
• Targets and standards
• Monitoring strategies
• Obtaining customer feedback
• Collating feedback and responding to feedback
• Improvement suggestions
• Handling complaints
• Problem identification and solutions
• Records management
• Key principles of public relations
• Public relations processes

Unit 2 – Manage budgets and financial plans

• Access budgets and clarify financial plans
• Evaluating a budget
• Clarify financial plans
• Negotiate changes to financial plans
• Contingency plans
• Communicating budgets and plans to team members
• Responsibility accounting
• Providing support to others
• Systems and training
• Monitor expenditure and control costs
• Reporting the budget and expenditure
• Graphs and charts and extracting information
• Reviews and improvements
• Analysis variances
• Improvements to financial management processes
• Implementing and evaluating improvements
• Basic accounting principles
• Accounting systems
• Debits and credits
• The account equation
• Accrual accounting
• Types of budgets and financial plans
• Legislation and ATO requirements
• List of taxation types
• Financial record keeping
• Records required by ATO
• Auditing and legal requirements
• Managing work teams

Unit 3 – Interpret and apply medical terminology appropriately

• Using medical terminology
• Written or verbal instructions
• Strategies for tackling new words
• Pronunciation
• Collating materials
• Building blocks of medical words
• Basic word parts
• Word construction
• Eponyms
• Special words and phrases
• Major systems of the human body
• Illnesses, injuries, diseases and medical conditions
• Medical investigations and procedures
• Medical equipment and instruments
• Medications
• Medical specialties and medical practitioners
• Department/sections in a hospital
• Recording systems/checklists
• Interpret abbreviations
• Common medical abbreviations
• Doctors (MD and GP)
• Metric system
• Policies and procedures
• Procedural expectations
• Seeking clarification
• Using a medical dictionary
• Using medical terminology correctly
• Ordering and receiving goods
• Invoicing and quotes
• Types of surgery
• Terminology relating to surgery/surgical processes
• Pronouncing medical terminology correctly
• Communication and documentation
• Completing forms
• Drug names
• References to surgical procedures
• Verify written communication
• Major specialised areas of medicant
• Major systems of human body

Unit 4 – Manage people performance

• Work allocation and resources available
• Primary stakeholders
• Develop work plans
• Operational plans
• Organisational and strategic plans
• Key performance indicators (KPI’s)
• Agreement and measurement
• Risk analysis
• Contingency planning
• Review performance management processes
• Management and staff training
• Electronic review process
• Monitor and evaluate performance
• Coaching
• Managing poor performance
• HR procedures
• Document feedback
• Structured feedback sessions
• Performance improvement and develop plans
• Planning, negotiations, plans and records
• Causes of poor performance
• Support mechanisms
• Responding to underperforming individuals
• Performance counselling
• Reinforcing performance excellence
• Giving positive feedback

Unit 5 – Manage business risk

• Evaluate organisational processes
• Determine scope for risk management
• Risk management goals
• Scope for risk management process
• Benefits
• Organisational policies and procedures
• Review strengths and weaknesses of existing arrangements
• Critical success factors, goals and objectives
• Types of risk
• Document storage
• Communicate risk management processes to stakeholders
• Invite stakeholders to assist in identification of risks
• Research risks that may apply to scope
• Document risks in consultation with relevant parties
• Assess likelihood of risks occurring
• Impact or consequence if risks occur
• Impact analysis
• Prioritise risks for treatment
• Risk matrix chart
• Threat level chart
• Probability and impact matrix
• Risk identification categories
• Impact analysis register (example)
• Risk register (example)
• Options for treating risks
• ALARP principle
• Control measures
• Insurance
• Develop an action plan
• Steps, plan and method
• Continency planning
• Failure scenarios
• Communicate risk management processes
• Implement action plan
• Monitor and evaluate plan
• The risk management process
• Tools and techniques to identify risks

Unit 6 – Work with diverse people

• Social and cultural perspectives and biases
• Workplace diversity
• Cultural attitudes and beliefs
• Stereotyping
• Using reflection to work inclusively
• Improving own self and social awareness
• Diversity and inclusiveness
• Social and community inclusion
• Discrimination and EEO
• Developing professional relationships
• Legislation
• Making environments safe
• Cultural safety in the workplace
• Cultural factors and service delivery to Aboriginal and Torres Straight Islanders
• Traditions
• Respect for diversity in communication
• Language barriers – using interpreters
• Signage and symbols
• Communication misunderstandings
• Resolving differences
• Addressing difficulties
• Cross-cultural training

Unit 7 – Manage health billing and accounting system

• Integrate billing systems
• Codes of prat8ice, conduct and ethics
• Privacy, confidentiality and disclosure
• Records management
• Medicare cards, forms and safety net
• Reciprocal health care agreements
• Entitlement programs and concessions
• Insurance
• Bulk billing and payments
• Services not covered by Medicare
• Communication skills
• Cash flow budgets
• Meet viability and cash flow needs
• Patient information
• Issuing accounts and private accounts
• Ineligible Medicare rebates
• DVA manual claiming and electronic claiming
• Motor vehicle accident claims
• Billing documentation
• Electronically generated accounts
• Planning procedures for billing and payments systems
• Staff training and support
• Strategies to reduce client debt load
• Debt tolerance
• Tracking unpaid accounts
• Collecting outstanding amounts
• Debt collection role
• Debt payment terms and procedures
• Letter of demand
• Debt recovery and initiating legal action
• Adjusting debt recovery policy and practices
• Financial management practices
• Reconciling Medicare payment with claims
• Record keeping requirements
• Report distribution
• Profit and loss statements

Unit 8 – Manage legal and ethical compliance

• Legislation and codes of practice
• Compliance, policies and procedures
• Treaties, conventions and protocol
• Regulatory authorities
• Accreditation providers
• Industry associations
• Business compliance requirements
• Privacy legislation
• Health and safety legislation
• Child protection legislation
• Mandatory reporting legislation
• Disability legislation and human rights legislation
• Licensing and certification requirements
• Ethical requirements
• Noncompliance
• Seeking specialist legal advice
• Ethical framework
• Dilemmas and ethical issues
• Work role boundaries
• Policies regarding accepting gifts
• Using client resources and possessions
• Scope of practice
• Human rights, access and equity
• Evaluating responsibilities
• Informed consent
• Abuse and neglect
• Employer legal responsibilities
• Negligence
• Modelling ethical behaviour
• Regulatory policies and procedures
• Document control
• Protecting client information
• Compliance officer duties
• Monitoring work practices
• Data analysis
• Identifying and responding to compliance breaches
• Four key steps in responding to a breach
• Accreditation and certifications
• Grievance procedures
• Maintaining knowledge
• Maximising learning opportunities
• Sharing updated knowledge
• Continuous improvement

Unit 9 – Implement and monitor infection prevention and control policies and procedures

• Codes of practice and safety
• How communicable or infectious diseases spread
• Prevention of communicable diseases
• Hazards and infection risk assessments
• Compliance and communication
• Stakeholders with disabilities
• Culturally and linguistically diverse stakeholders
• Policy development
• Communication through appropriate channels
• Staff training
• Infection prevention and control work practices
• Workplace procedures
• Reporting infection risks
• Investigating infectious hazardous events
• Work procedures to control infection risks
• Review and make changes to work procedures
• Responding to inadequacies
• Maintaining accurate records
• Monitor risk control procedures
• Investigating potential breaches

Unit 10 – Manage work health and safety

• Health and safety legislation
• WHS legislation
• Workplace policies and procedures
• Safe Work Australia
• Workplace context
• Health and safety management systems
• Procedures for hazard identification
• Assessment and control of associated risks
• Risk assessment procedures
• Hierarchy of risk control
• Using expert and external WHS advisors
• Health and safety regulators and inspectors
• Provide consultative WHS activities
• Gathering feedback from workers on health and safety issues
• Responsibilities, duties and accountability processes
• PCBU’s role and duty
• WHS training needs and programs
• Health and safety inductions
• Monitor WHS training programs
• Health and safety committee (HSC)
• Meetings and minutes
• Toolbox meetings
• Record keeping procedures for compliance
• Incident and injury reporting
• Records management systems
• Electronic records management systems
• Determine WHS work priorities
• Consultation process (3 step)
• WHS action plan
• Health and safety action plans
• Identify barrier to improvement