Aps 5 Client Services Assistant Manager

Salary Range: $88,923 - $92,670 + 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:
1: 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.

2: 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**
- Assist providers with the coordination of access to DVA Health Services for clients with complex needs
- Provide input for Ministerial Correspondence, Requests for Information and other inputs as required.
- Work collaboratively with a range of stakeholders to assist clients in accessing the full range of DVA services available to them.
- Extract, analyse and report on data for the purposes of providing statistical analysis of the workload and performance of the section, teams and individuals.
- In collaboration with team leaders, coordinate workload allocation to client service officers;
- Liaise with the workforce planner and coordinate the schedules of the section.
- Oversee adherence to workforce management planning and schedules.
- Undertake Quality Assurance activities for the section
- In collaboration with team leaders identify training requirements and provide coaching, training and timely feedback to enable APS3-4 staff to be effective in their job roles.
- Contribute to the development, implementation and review of procedural manuals and training materials.
- Contribute to, and participate in the ongoing improvement process, which includes reviewing systems, processes, workflows and on the job training.
- Manage relationships and negotiate with clients and providers in regards to complex matters, resolve escalated client and provider issues and refer these to appropriate service channels when necessary.
- Liaise with internal and external stakeholders to ensure positive client and provider outcomes.
- Understand and utilise the escalation process for complex client and provider enquiries.
- Provide specific program, service or policy information to clients and providers;
- Gather, analyse and record client and provider feedback.
- Assist and support staffing processes.

**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 th