Registrant Services Officer

This position reports to the Team leader and Manager of the National Registrations Team.

**About us**:
Diabetes Australia is committed to improving the lives of people living with, and at risk of developing, diabetes. Diabetes Australia also seeks to reduce the impact of diagnosis on families, communities and government.

We achieve our mission and values, working in collaboration with member organisations, consumers, health professionals, researchers, and the community.

**Role Purpose**:
The purpose of the role is to ensure that a person diagnosed as living with diabetes is added to the NDSS Register and/or updates are made as quickly as possible so that they can obtain their subsidised products from the pharmacy and commence being invited to events and connect with other people who experience the same challenges. Attention to detail and accuracy is essential to this role to ensure a registrant first experience is maintained.

**Major Responsibility Areas**:

- Provide a high level of service to other key internal and external stakeholders including (but not limited to) Registrants, Health Professionals, Access Points and other stakeholders.
- Process Registrant data e.g., new registrations, changes to registrant details etc.
- Enter accurate information into the NDSS Central database to ensure requirements and internal and external KPI's are met.
- Liaise with General Practitioners and Health Professionals (external) to update information as required.
- Liaise with Health Professionals (internal) to determine best course of action where applicable.
- Complete allocated activities efficiently and effectively capturing information and processing in multiple systems simultaneously.
- Ensure relevant targets and OKR's are understood and achieved.

**Relationship Management**
- Develop and maintain cooperative relationships within the department and throughout the organisation.
- Create a culture of cohesiveness, trust, integrity and honesty within the department and throughout the organisation so that energies and abilities are focused on team effectiveness and the accomplishment of results.
- Communicate effectively within the team and throughout the organisation ensuring information sharing and awareness.
- Ensure productive relationships are developed and maintained with external suppliers and stakeholders.

**General**
- Ability to undertake the duties of the role in accordance with our Mission, Vision and values.
- Ensure all work complies with relevant privacy legislation.
- Comply with all company policies and procedures.
- Comply with the Work Health & Safety Act 2011 and its applicable Codes of Practice and Australian standards.
- Demonstrate commitment to customer/ registrant care.
- Demonstrate computer skills with a focus on accuracy, speed and attention to detail alpha/ numerical (numerical digital above the alpha board only) minimum 50wpm.
- Scan and transfer information from scanned documents to online systems with a high degree of accuracy (in-house system - training will be provided)
- Be equipped with the ability to understand and interpret handwriting from various documents
- Take responsibility to deliver outcomes.
- Demonstrate administrative skills, including adherence to procedures and escalating issues.
- Have previous experience working with a CRM system highly desirable.
- Be genuine, honest, hard-working, a motivated person, take pride in their work, who can work in a team, or on their own.

**_ Key knowledge and technical skills_**
- Experience, empathy for diabetes and/or health/disability service-related conditions.
- Use initiative to critically review submitted forms, knowing when to raise questions and seek further advice to resolve issues.
- Commitment to innovation and continuous improvement - checks to see what information can be shared with other team members and looks for ways to improve work practices.
- Ability to work well within a team, and work independently (position will require team members to work remotely).
- Excellent interpersonal and communication skills with the ability to build rapport with external and internal stakeholders.
- Display personal drive and integrity.
- Well-developed communication and problem-solving skills.
- Ability to use Microsoft Outlook, Word, Excel, and Adobe Acrobat Reader DC.
- Ability to work in a structured and accountable framework.
- Awareness and understanding of the importance of adhering to privacy policies.
- Work to tight deadlines with a high level of accountability.
- Active listening skills.

Please note the responsibilities outlined in this position description are not exhaustive, they are only an indication of the work of the role.

The organisation can direct you to carry out duties that it considers are within your level of skill, competence and training.

**Questions or want to find out more?**: