APS 3 Client Service Officer

at  Department of Veterans Affairs

• 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) Section

• 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.