Aps4 Connection Support Officer

As one of the Australia's largest providers of human resources solutions, Chandler Macleod has a proven track record of unleashing potential in people and companies. For over 40 years Chandler Macleod's recruitment business has connected leading-edge projects and employers with outstanding business professionals.

Our Federal Government client is seeking to engage an APS4 Connection Support Officer on a contract for 12 months with potential extension for 2x12 months.

**Duties & Responsibilities**:
**Lead generation and follow-up**
- Cold calling healthcare provider organisations to inquire whether they'd be interested in registering for MHR
- Actioning warm leads received from others, by calling healthcare providers organisations who have previously expressed an interest in registering for MHR

**Registration support**
- Walking practice managers (or other representatives of the healthcare provider organisations) step-by-step over the phone through the online and offline form filling processes and other steps involved in MHR registration
- Liaising, on behalf of the healthcare provider organisation, with other parties involved in the registration process (e.g. Services Australia, the vendor of the clinical information system used by the organisation) to trouble-shoot and ensure the end-to-end registration process is successful
- Responding to questions, and distributing information to interested parties

**Education**
- Deliver ad hoc education and training about MHR, including how it works, the benefits of using it, and the registration process, to internal and external stakeholders

**Data entry and administrative support**
- Entering and maintaining data in the Agency's Customer Relationship Management (CRM) system
- Assisting in the setup of CRM dashboards to support reporting
- Support the Project Manager and Program Director with periodic reporting relating to MHR registration activity

**Essential Skills / Experience**
- Friendly, outgoing phone manner and willingness to do both outbound cold calling and inbound call handling
- Good oral and written communication skills
- Good familiarity with Excel

**Desirable Skills / Experience**
- Experience in the healthcare sector
- Experience working in a government call centre or help desk environment
- Familiarity with medical practice management software would be highly regarded

**Relevant duties**:
**Leadership and Accountability**
- Have functional expertise in a specific area that contributes to team goals.
- Provide sound advice and recommendations which influence the decisions made by others, including supervisors and peers.
- Have accountability for completion of allocated tasks, organising workflow, review of work and development of less experienced employees.
- Contribute positively to strategic planning and decision making within the work area.
- Contribute new ideas and maximise the benefits of change, including the identification of opportunities to improve the efficiency of business processes.

**Management Diversity and Span**
- Coordinate the work flow of a small team and/or more complex administration tasks.
- Undertake procedural, clerical, administrative support or operational tasks including some research and analysis activities.
- Coach employees, identify training needs, provide quality assurance of work and the provision of constructive feedback on performance.

**Job Context and Environment**
- Have a sound general knowledge of the role and functions of the agency and an understanding of how these relate to a specific work area.
- Have understanding of the impact of the work area on strategic, political or operational outcomes for the agency/program.
- Have a good understanding of relevant legislation and policy frameworks.

**Independence and decision-making**
- Make decisions with some autonomy that relate to role and area of speciality. Supervision is generally limited to work of moderate complexity or difficulty.
- Make decisions within defined parameters relating to the area of responsibility that impact on the work area or specific function, but the impact on agency operations and resources is limited.
- Perform research and analysis activities and report on findings.

**Stakeholder Management**
- Liaise with internal and external stakeholders on moderately complex operational and administrative matters.
- Resolve moderately complex enquiries from stakeholders and provide information and advice as a representative of the work area.
- Build rapport and maintain stakeholder relationships within defined parameters.
- Represent the work area at internal and external meetings and conferences.

**Mandatory Requirements**:

- Ability to obtain and maintain a Baseline security clearance with the ability to obtain and maintain a higher clearance if required by the Agency.
- Ability to obtain and maintain national police check.
- Australian Citizenship is a condition of eligibility.