At Ambulance Victoria (AV) we are proud to share our commitment to saving and improving 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.
We are seeking an AR Accounts Management Officers to provide customer service engagements for debt resolution. Working within our wider Financial Transaction Service (FTS) Team, this role will identify, investigate and attempt to solve mismatched information on patient files including assisting patients with invoice resolution.
These are full-time, fixed term positions (12 months). While WFH/Hybrid options are available, it is essential that the successful applicant maintains a presence at Ballarat Business Centre in line with our hybrid working model.
About the role

Reporting to the Advisor AR Accounts Management, responsibilities include but not limited to:

• Undertake accounts receivable and collections tasks maximising timely debt resolution outcomes to meet service delivery performance and statutory obligations for AV
• 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
• Maintain accurate records, with attention to detail and quality control, whilst ensuring confidentiality
• Provide support to the wider AR Collections team and undertake general administrative duties

About you
To be successful in this position you will have previous experience in customer service and a keen eye for detail. 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.

To be considered for this position you will possess but not limited to:

• Proven customer service skills with an ability meet performance call handling targets
• Highly developed communication skills to engage professionally with internal and external customers
• 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

• Undertake accounts receivable and collections tasks maximising timely debt resolution outcomes to meet service delivery performance and statutory obligations for AV
• 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
• Maintain accurate records, with attention to detail and quality control, whilst ensuring confidentiality
• Provide support to the wider AR Collections team and undertake general administrative dutie