Resident Billing- Accounts Resolution Officer
Opal HealthCare is one of Australia's largest residential aged care providers, with 133 Care Communities across five states and a national team of over 20,000 dedicated professionals.
About the Role:
* Effectively manage the resolution of complex Tier 2 requests relating to all areas of Resident Management.
* Maintain a high standard of conduct and work performance within the team to promote our reputation with key internal and external stakeholders.
Key Responsibilities:
1. Process required transactions relating to the resolution of Tier 2 requests within timeframes and in compliance with applicable legislative and business requirements.
2. Work closely with functional areas of the Resident Management team to ensure timely resolution of Tier 2 requests including preparing reconciliations, liaising with government departments and assisting external customers.
3. Process customer fee refunds within agreed timeframes and in compliance with applicable legislative and business requirements.
4. Process refundable accommodation deposit refunds in compliance with applicable legislative and business requirements.
5. Prepare and maintain centralised documentation of all relevant information related to customer adjustments, including investigation and resolution of queries.
6. Provide support to the team with financial month end processes within required timeframes and with high levels of accuracy.
7. Meet SLAs or other performance measures as indicated by management.
8. Maintain expert knowledge of the Aged Care Act and other related legislation relevant to the role.
9. Provide excellent customer service with timely resolution of Tier 2 requests from internal and external customers within agreed timelines/SLAs.
Requirements:
* Previous experience in similar roles.
* Bachelor's degree qualifications in a business or finance related discipline are desirable.
* Knowledge of aged care industry and regulatory and funding arrangements desirable.
* Excellent attention to detail and quality focus and ability to handle sensitive and confidential information.
* Experience in working in a highly regulated environment is advantageous.
* Experience in dealing with government departments.
* Experience in customer oriented shared service environments managing large volumes and high complexity of transactions is highly desirable.
* Strong interpersonal, and written and verbal communication skills.
* Positive, energetic and have an ability to manage various projects.