APS 4 Claims Support Officer

The successful candidate will (Claims Support Officer - APS 4) provide services in support of current and former serving Australian Defence Force (ADF) members seeking compensation for an injury or health condition that relates to their service. They assist in the management and processing of complex and sensitive claims to support the determination of benefits that veterans are eligible to access. Support Officers also collaborate and liaise with a wide range of internal stakeholders to gather and/or provide information to support the assessment of claims. Support Officers have and use detailed knowledge and understanding of the Department's support payments and policies, the legislation that underpins these and the records management systems and platforms that support their operation. Support Officers operate in an environment of ongoing learning, and they contribute to this by sharing information, knowledge and expertise with other team members.

Support Officers work under the general direction of a Senior Officer. With close reference to detailed policies, guidelines and relevant legislation, they exercise judgement to make independent assessments and recommendations within their area of responsibility. Complex or difficult issues are discussed with senior officers, colleagues and other subject matter experts. While Support Officers plan their work in the context of competing priorities and must address claims in a timely manner, there is also a need to ensure that the treatment of each claim is thorough. The need for accuracy in record keeping is paramount, and Support Officers must maintain a very high level of attention to detail. The information they deal with is sensitive and personal and must be managed with respect and a strong need to maintain its privacy, confidentiality and integrity.

Duties & Responsibilities
Work within legislative and policy guidelines to receive and document claims made by veterans seeking compensation for an injury or health condition that relates to their service
Using the records management systems, create files for new clients and, where necessary, make corrections and updates to existing client records to improve data quality and accuracy
Research, analyse and assess complex and/or sensitive client information and records to identify and collate information of relevance to decisions about members’ and veterans’ entitlements
Contact clients and/or their representatives in writing to clarify or gather additional relevant information and inform them of the progress of claims
Based on information provided by clients and/or their representatives, and with reference to established criteria, make an initial assessment of, and document, client eligibility for compensation and benefits
Forward claims to the assigned delegate so that further determinations can be made in relation to claims
Approve invoices that are related to claims currently under examination to determine the payment of reimbursements, including payments to health service providers
Receive and forward to the appropriate work area, client claims and invoices that come into the shared Inbox
Record and process written requests to withdraw a claim for rehabilitation and compensation that have been lodged by clients or their representatives
Maintain a detailed understanding of multiple benefit and claims types and of the systems, tools and processes used to manage and determine compensation, including participating in formal and on the job training
Support, mentor and provide feedback to new staff to assist them to understand their role and develop familiarity
Contribute to and support the development and implementation of improvements and best practice in systems, processes and procedures.
Calleo is an equal opportunity employer and we encourage applications from all people including Aboriginal and Torres Strait Islander peoples.

If you are interested in this role, please contact Kalpana on 0403 200 666 for more information.

Alternatively, please send your resume to [email protected] to be considered for this role.