Aps 3 Client Service Officer

• Location: Brisbane, QLD; Adelaide, SA; Melbourne, VIC
• Salary Range: $70,632 - $75,875 + Attractive Superannuation
• Contact Officer: Tanya Creedy Tanya.Creedy@dva.gov.au

Health Approvals and Payments, RAP and Transport Section is responsible for facilitating and coordinating access to high quality healthcare and services for veterans and their dependents, ensuring clients receive the support they require. Connecting our clients with the people and services they need to support their wellness journey.Health Approvals and Payments, RAP & Transport (HART) SectionHealth Approvals & Home Care Team – AdelaideThe Health Approvals and Home Care (HA&HC) team is a processing and telephony team. The team works closely with health providers and clients in the general community to provide two main functions:

• The administrative management of prior financial approval requests for DVA clients which relate to medical procedures and treatments which are not covered under the Commonwealth Medicare Benefits Schedule, or where medical providers are requesting a fee above the existing DVA scheduled rates.
• Information and support for DVA’s Veterans’ Home Care (VHC) and Community Nursing Programs. This predominantly involves providing technical support to our contracted Assessment Agencies and Service Providers, but also involves providing some general information about the programs to our clients.

Payments and Reimbursements Team – MelbourneThe PaRS team is responsible for processing client reimbursements for Medical Expenses Privately Incurred (MEPI) and a variety of health related provider and client accounts.Rehabilitation Aids/Appliances Program (RAP) & Transport Team – BrisbaneThis team is based in Brisbane. The Repatriation Transport Scheme (RTS) provides assistance to eligible persons with travel to medical treatment through:

• Booked Car with Driver (BCWD) which is a pre-booked taxi or hire car service, arranged by DVA through contracted providers
• DVA arranged long distance travel
• Reimbursement of travel expenses

Veterans or dependants with eligibility under the MRCA, DRCA or APBNT are also supported but transport assistance is available through the reimbursement model only.RAP assists eligible persons through the provision of aids and appliances to minimise the impact of disabilities, enhance quality of life and maximise independence when undertaking daily activities. The program provides safe and appropriate equipment according to assessed clinical need in an effective and timely manner. RAP items are available to Gold and White card holders assessed by an appropriately qualified health provider.This subsection is also responsible for the assessment and payment of Transport and RAP provider accounts.The ideal candidate for the Client Service Officer position will possess skills to work under general direction, you will demonstrate the ability to multitasking, and work collaboratively with your peers for a positive and productive work environment. This role requires you to follow procedures, ensuring you understand eligibility, policies and legislation for positive outcomes in fast-paced team environments. You will be confident in communicating with clients and providers through calls, emails, and faxes to enable appropriate access to medical providers and treatments and services to meet client’s needs.Please note the Brisbane positions are all work from the office, we do not offer Work From Home.Duties

• Provide a direct service to clients, including the veteran community and providers to support the delivery of medical, allied health or dental treatment, home care services and community nursing.
• Provide transport assistance and organise provision of rehabilitation aids and appliances.
• Process client reimbursements for medical expenses privately incurred and manual health payments. Liaise with clients and providers.

The above duties may involve:

• answering telephone queries from contracted health providers and the veteran community as rostered and ad hoc (call centre environment phone queues)
• processing requests for treatment and exercising delegations where appropriate
• preparing routine correspondence and articulate written determination letters that are clear to ensure clarity of decisions
• capturing and recording data
• checking veteran eligibility for reimbursements
• applying relevant legislation within administrative guidelines
• liaising with internal DVA staff

• Manage own workload, keep records and report on work as appropriate.
• Adhere to a telephone roster.
• Contribute to team goals and work practices and monitor own performance against team goals. This may include attending and contributing to team meeting.
• Continually review work methods and identify opportunities to improve practices and procedures.
• Provide peer to peer training of APS 3 staff under general direction and guidance.

Eligibility

• Under section 22(8) of the Public Service Act 1999, employees must be Australian citizens to be employed in the Australian Public Service (APS).
• All applicants external to DVA offered employment will be required to successfully undergo a pre-engagement screening check, even if they have a security clearance. The screening check is conducted in accordance with the Australian Government Protective Security Policy Framework requirements.

NotesThis recruitment process is being used to fill ongoing and/or non-ongoing position/s. For more information about the role, please see the Candidate Information Pack.Where a non-ongoing position is offered, the role will be filled for an initial specified term of up to18 months.A merit pool of suitable applicants may be created which may be used to fill future ongoing and non-ongoing vacancies should they become available over the next 18 months.Successful applicants engaged into the APS will be subject to a probation period.DVA embraces and fosters a culture that supports diversity, inclusion and respect, where people are empowered to fulfil their potential. We welcome people with diverse skills, experiences, perspectives and backgrounds. We are dedicated and committed to attracting and recruiting Aboriginal and Torres Strait Islander peoples and encourage applications from people with disability, people that identify as LGBTQIA+ and people from culturally and linguistically diverse backgrounds. Take on a rewarding, varied, and broad career with an Australian Public Service Department that can bring balance and flexibility to your working life, while supporting you to stay connected to your community.DVA is committed to improving the data skills and capability of our workforce to underpin our goal of becoming a leading data-driven organisation.RecruitAbility applies to this vacancy. Under the RecruitAbility scheme you will be invited to participate in further assessment activity for the vacancy if you choose to apply under the scheme; declare you have a disability; and meet the minimum requirements for the job. For more information visit: