Aps 4 Claim Support Officer

6 months ago

Greater Adelaide SA, Australia Department of Veterans' Affairs Full time

Salary range: $79,764 - $85,074 + plus attractive Superannuation

The Client Benefits Division (CBD) delivers products and services to give effect to defined DVA policy outcomes. The Division is responsible for case management including registration, assessments, determinations, reconsiderations and reviews, as well as operational support activities such as quality assurance and compliance, performance reporting, and business coordination and improvement, business systems administration.

Compensation Support Officers (CSOs) primarily start claims including conducting an open door call with the client or representative to better understand what Benefits they are seeking. CSOs will review the claim and determine if any further information is needed and then request that information. CSOs will manage these claims until all the information has been returned and they can transfer the claim to a delegate to finalise.

**Duties**
- Start-up claims and follow up outstanding information and keep orderly claims management practices, including appropriate dates for tasks and ensuring the ISH claim timeline has a clear updated status recorded.
- Assist members of the veteran community (DVA clients) to access DVA programs
- Work with DVA clients to provide information to progress their claim or to access interim supports.
- Take advantage of all learning and development opportunities.
- Review the status of claims under investigation and progress the claims as per the request of the team leader or claims manager (primarily gathering outstanding information)
- Demonstrate high-level client service skills, including phone & written contact with clients & internal/external stakeholders
- Be available to receive direct phone calls from clients
- Staff Allocations - allocating work to staff
- Accurately recording work completed in a logbook and providing that to your supervisor on a regular basis
- Placing appropriate documentation on client’s electronic file (filing and titling, correctly)
- Meet all KPIs on a weekly basis that will focus on expected number of claim updates to be completed and the work will have a randomised QA check periodically, with an expected result of >95% accuracy
- Ability to work efficiently as part of a small team to meet both individual and team performance targets.
- Register claims
- Determine Non-Liability Health Care claims
- Undertake other administrative duties as directed

**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.

**Notes**

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.

DVA is committed to improving the data skills and capability of our workforce to underpin our goal of becoming a leading data-driven organisation.

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