Job Description

Service Officer (APS3) – Customer Service Delivery Group

Service Officers assist customers across a range of payments, programs and services. They assess customer and stakeholder needs, entitlements and obligations, and encourage the use of self-managed services. Services Officers work to deliver simple, helpful, respectful and transparent services to customers and resolve enquiries at the initial point of contact. This includes assisting customers in a call centre environment, answering customer enquiries and processing claims.

This role is in the Brisbane Health Smart Centre, in the Brisbane CBD. The smart centre has responsibility for delivering a range of Medicare related services including:

• Australian Immunisation Register
• Patient Claims and Adjustments
• Medicare Online Account claims
• Medicare Safety Net and Adjustments
• Pharmaceutical Benefits Scheme

What you’ll do:

• answer customer and stakeholder enquiries over the phone
• promote and refer customers to the agency’s self-managed and digital services
• resolve routine customer complaints and escalate complex or systemic issues
• provide information tailored to customer needs
• identify vulnerable customers and refer them to the supports they need

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Job Description

Business Analyst (APS5) – Program Design Group
Business Analysts articulate and document business requirements, capturing business needs. They work to understand how the agency functions in order to achieve its purpose and goals.  

Business analysts develop and understanding of the current state of the agency and identify future business needs and capabilities required to deliver services to customers and stakeholders. They analyse information provided by customers, staff, IT professionals, executives and external stakeholders, seeking to define and validate solutions that meet business needs, goals and objectives. 

They may facilitate communication between business units. The often play a central role in aligning the needs of business units with the capabilities delivered by information technology or business activity and act as a conduit between different stakeholder groups. 

This role is in the Medicare Benefits team, Medicare Branch. The Medicare Benefits team is responsible for the administration and maintenance of the Medicare Benefits Schedule (MBS) and the systems used to assess the eligibility of services performed under the MBS. The team develops and maintains MBS items, supporting systems, operational policies and procedures and educational material. 

What you’ll do:

• contribute to the creation of action plans, solution reports and business cases
• liaise with stakeholders to understand their requirements and concerns
• contribute towards business analysis approaches that may specify team roles, deliverables, analysis techniques or stakeholder communication
• assist with recommendations for improvement and provide support on the analysis, verification and validation of recommendations
• support stakeholder analysis to assist with effective stakeholder engagement across business functions
• draft business analyst artefacts and documents including low risk analysis, scope modelling, problem tracking and sequence diagrams
• contribute to change management and communication plans
• participate and support brainstorming, workshops, prototyping, observation or interviews and confirm or report on results
• identify potential issues or risks, track problems and escalate as appropriate
• contribute to performance reporting activities and or variance analysis

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Job Description

Project Support Officer (APS4) – Payments and Integrity Group 

Project support professionals support the Project Manager. They monitor project schedules and budgets, prepare progress reports, and liaise with key stakeholders. Project Support Officers undertake procedural, administrative or operational tasks to support the delivery of the agency’s projects. Working under the support and general direction of senior staff, their responsibilities include assisting with research and analysis, drafting project documentation and providing general administrative support to project related activities.

This role is located in the Fraud and Corruption Awareness team, in the Fraud and Identity Assurance Branch. The team supports the agency to build a strong fraud and corruption prevention culture through user centred, evidence-based training, resources and communication.

What you’ll do:

As a Project Support Officer (APS4) you work as part of a multi-skilled team to:

• assist with the coordination of projects including plans and schedules
• assist with research activities to support projects
• conduct data analysis and prepare reporting
• assist and support the planning of communications for agency staff
• update intranet pages and documents
• support delivery of training packages
• represent the team or work area at meetings and forums

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Job Description

Senior Data Engineer (APS6) – Payments and Integrity Group

Senior Data Engineers design, develop and construct data products and services, integrating them into systems and business processes. They work closely with data stewards, software developers, business analysts and data scientists to ensure data, related systems and processes are fit for purpose and high quality.

Senior Data Engineers work under the limited direction of senior staff and exercise initiative and judgement to interpret policy and the application of practices and procedures. They manage their work in an environment of competing priorities and contribute to business planning, changes in workplace practices and business improvement strategies.

This role is in the Payment Accuracy Program Management team, Payment Accuracy Branch. This team plays a pivotal role in supporting the delivery of the Payment Accuracy Review Program (PARP). This involves providing clarification and interpretation of policy and legislation, procedural advice and data reporting and analysis for payment accuracy reviews.

What you’ll do:

As a Senior Data Engineer (APS6) you work as part of a multi-skilled team to:

• work with stakeholders to define data and analytic solutions
• recognise opportunities to re-use existing data flows
• support the build of data streaming systems
• design, develop and maintain enterprise data warehouse/data lake and data engineering solutions
• perform the administration and operation of the database solution
• perform problem management and root cause analysis
• develop processes, security measures, standards and best practices to enhance the availability, security and performance of data assets
• draft and provide input to corporate and technical documents
• build staff capability through support, mentoring/coaching and training

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