Aps 3 Client Service Officer

Salary Range: $70,632 - $75,875 + Attractive Superannuation

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

**Health Approvals & Home Care Team - Adelaide**

The Health Approvals and Home Care (HA&HC) team is a processing and telephony team. The team works closely with health providers and clients in the general community to provide two main functions:

- The administrative management of prior financial approval requests for DVA clients which relate to medical procedures and treatments which are not covered under the Commonwealth Medicare Benefits Schedule, or where medical providers are requesting a fee above the existing DVA scheduled rates.
- Information and support for DVA’s Veterans’ Home Care (VHC) and Community Nursing Programs. This predominantly involves providing technical support to our contracted Assessment Agencies and Service Providers, but also involves providing some general information about the programs to our clients.

**Payments and Reimbursements Team - Melbourne**

The PaRS team is responsible for processing client reimbursements for Medical Expenses Privately Incurred (MEPI) and a variety of health related provider and client accounts.

**Rehabilitation Aids/Appliances Program (RAP) & Transport Team - Brisbane**

This team is based in Brisbane. The Repatriation Transport Scheme (RTS) provides assistance to eligible persons with travel to medical treatment through:

- Booked Car with Driver (BCWD) which is a pre-booked taxi or hire car service, arranged by DVA through contracted providers
- DVA arranged long distance travel
- Reimbursement of travel expenses

Veterans or dependants with eligibility under the MRCA, DRCA or APBNT are also supported but transport assistance is available through the reimbursement model only.

RAP assists eligible persons through the provision of aids and appliances to minimise the impact of disabilities, enhance quality of life and maximise independence when undertaking daily activities. The program provides safe and appropriate equipment according to assessed clinical need in an effective and timely manner. RAP items are available to Gold and White card holders assessed by an appropriately qualified health provider.

This subsection is also responsible for the assessment and payment of Transport and RAP provider accounts.
- Please note the Brisbane positions are all work from the office, we do not offer Work From Home._

**Duties**
- 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
- 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.

**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 un