AR Accounts Management Officer

At Ambulance Victoria we are proud to share our commitment to save and improve lives by providing outstanding care for our patients. It is our promise to every patient, and it sits at the heart of everything we do. No matter what corporate or support role you play in delivering our critical services to Victorians, you join a team dedicated to bringing our vision of ‘Outstanding emergency health care every time' to life. 

This opportunity is within our wider Financial Transaction Services (FTS) Team which undertakes the processes of raising invoices for Ambulance Services, debt management, banking, Accounts Payable and patient contact centre. This full-time, fixed term opportunity (ending late January 2025) is within our Accounts Receivable Collections Team. 

About the role 

The AR Accounts Management Officer is part of a team responsible for customer service engagements for debt resolution, undertaking accountabilities associated with management of customer accounts and administrative tasks relating to both consumer (patient) and corporate billing for Ambulance Victoria service fees, to meet service delivery performance and statutory obligations. 

Reporting to the Advisor AR Accounts Management, the main responsibilities of the role include (but are not limited to): 

• Undertake accounts receivable and collections tasks, adhering to defined processes governed by AV procedure and policies, maximising timely debt resolution outcomes to meet service delivery performance and statutory obligations
• Undertake both inbound and outbound customer calls, to engage with customers to focus on account and outstanding debt resolution outcomes
• Attend to customer queries and feedback regarding billing for ambulance services and support requirements of consumer hardship and vulnerable customer engagement to assess and determine appropriate outcomes
• Maintain accurate records, with attention to detail and quality control, ensuring confidentiality is always maintained
• Provide support to the wider AR Collections team and undertake general administrative duties 

About you 

To be successful in this position you will have experience working in commercial and consumer account management with debt collector experience. You will have a strong work ethic, with the ability to work independently with minimal supervision, while also being a committed team member striving to achieve outstanding customer service while maximising debt resolution outcomes. A certificate in Business/Finance or equivalent is desirable but not essential. 

We encourage you to apply if you also have: 

• Proven customer service skills with an ability meet performance call handling targets
• Highly developed communication skills to engage professionally with internal and external customers
• Adaptability to different personality types fostering excellence in all customer engagements
• High degree of accuracy, attention to detail and quality control
• Intermediate Microsoft Office skills including Excel, Word, and Outlook
• Ability to appropriately handle matters of a sensitive nature with maturity, diplomacy, and empathy
• Professional and mature mindset with sound judgement skills 

Working at AV 

As a valued member of AV you will enjoy a professional working environment that recognises the importance of work/life balance. We offer salary packaging options, generous personal leave entitlements, accrued days off for full time roles, and other benefits including free on-site parking. 

We believe our people are our greatest resource and the sustainability of our workforce depends on how well we utilise our people's skills and abilities and whether our staffing reflects the diversity of the Victorian community.  If you are ready to be an integral part in bringing our values of Care, Accountable, Respect and Excellence to life at AV, we want to hear from you! 

Successful applicants will need to have received the mandated COVID-19 vaccinations and be willing to complete pre-employment screening including references, misconduct, and Police Checks. 

By applying for this position with Ambulance Victoria, you agree to undertake an assessment of any Secondary Employment or outside interests, in line with AV's Secondary Employment procedure. This is required to ensure there is no perceived or actual conflict of interest for AV should you be successful and commence in the role. 

This position is graded at Administration Band 2 under the Ambulance Victoria Enterprise Agreement (AVEA) 2020. 

The Position Description for this role can be found at the AV Careers website https://careers.ambulance.vic.gov.au

How to apply 

Your application will form an integral part of the selection process and should be of a high quality including: 

• A letter covering your experience and what has interested you in applying for the position
• A resume 

Applications must be submitted by 11.59pm on Monday 15 April 2024 by clicking ‘apply'. Applications must be submitted via the AV Careers website https://careers.ambulance.vic.gov.au/ to be considered.Emailed applications will not be accepted. 

Refer to the ‘Applying for a position with Ambulance Victoria' document for further information. For any queries, please email ***********@ambulance.vic.gov.au or contact us on 03 9840 3***.

At all levels of our organisation, a diverse and inclusive workforce allows us to deliver Best Care to the Victorian community, and helps create a healthier, more productive workplace for our people.