Billing Customer Service Officer

7 months ago

Melbourne Northern Suburbs, Australia Hudson Australia Full time

**Job Title**: Billing Customer Service Officer

**Position Details**:

- **Employment Type**: Full-time
- **Division / Department**: Corporate Services / Financial Transactional Services
- **Reports To**: Team Leader Billing Customer Service
- **Pay**: $40/hour
- **Hours**: Full time
- Contract: 6 months with possibility of extension
- **Location: Doncaster**

**Role Purpose**: Responsible for the efficient, timely, and accurate assessment and processing of billing outcomes for Ambulance Victoria Service fees to meet service delivery performance and statutory obligations.

**Ambulance Victoria Vision**: Providing outstanding emergency healthcare, every time.

**Patient Care Commitment**: We save and improve lives by providing outstanding care for our patients. Our Patient Care Commitment is our promise to every patient and sits at the heart of everything we do: We strive to provide care that is Caring, Safe, Effective, and Connected for every patient, every time.

**Ambulance Vic Values**:

- **Being Respectful**: Treating colleagues, patients, customers, and community members with courtesy, respect, dignity, and compassion.
- **Working Together**: Commitment to collaboration, seeking diverse knowledge and experience, and building effective working relationships.
- **Being Accountable**: Trusting and empowering each other to deliver on commitments, take ownership for work, and be answerable for actions.
- **Openly Communicating**: Commitment to open, honest, and transparent communication to build trust and effective relationships.
- **Driving Innovation**: Finding efficiencies, improving ways of working, and driving changes to better serve patients and the community.

**Key Accountabilities**:
**Operational Performance**:

- Review PCR data for completeness and accuracy of billing outcomes.
- Identify inconsistencies or deficiencies in PCR data and raise them for review.
- Provide customer service responses to internal and external billing queries.
- Analyze customer circumstances for accurate billing outcomes and raise queries as needed.
- Conduct User Acceptance Testing (UAT) to support system upgrades.
- Undertake general administrative duties to assist the team in meeting KPIs and managing task backlogs.

**Quality and Patient Experience**:

- Maintain accurate customer account records and knowledge of billing guidelines.
- Ensure billing processing tasks adhere to defined processes for compliance.
- Provide feedback and recommend improvements to enhance billing processes and systems.

**Community/Stakeholder Engagement**:

- Develop constructive working relationships within the team and with key stakeholders.
- Provide quality customer service to internal and external stakeholders.

**Health Safety and Wellbeing**:

- Promote health, wellbeing, and safety culture.
- Model ethical and positive behaviors consistent with values.

**People Leadership**:

- Assist with training new and existing team members.
- Contribute to a collaborative, high-performing team.

**Key Selection Criteria**:

- Experience in financial data entry, billing, or accounts receivable is desirable however not essential
- Proficiency in Microsoft Office, Excel, and Word.
- Certificate in Business/Finance or equivalent (desirable).
- Proficient data entry and billing assessment skills.
- High accuracy, attention to detail, and quality control.

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