Project Support Officer Australian Healthcare Associates location Melbourne.

About Us Australian Healthcare Associates (AHA) is Australia's largest specialist health and human services consultancy. Now in our 33rd year, we partner with federal, state and territory governments to improve health and social outcomes for Australians by delivering evaluations, reviews and program administration engagements of major national importance.

AHA’s story is all about its people. We pride ourselves on our supportive and inclusive culture, and on the vision, creativity, and drive of our staff. Our high-performing team of passionate and talented individuals works collaboratively to deliver great outcomes for our clients.

About the role the role of the Project Support Officer sits within the Pharmacy Programs Administrator (PPA) project administered by Australian Healthcare Associates. The PPA is responsible for the design, development, implementation and ongoing maintenance of a secure online portal that allows eligible users to claim for a large range of pharmacy support programs.

We are looking for a Project Support Officer to join the support centre team.  The support centre operates over extended hours to provide support to all states and territories (9am-8pm AEST). You will be part of a diverse and skilled team that will rotate through shifts to cover all hours of operation.

You will be responsible for supporting pharmacies and other stakeholders all over Australia by assessing and approving claims, variations and applications not automatically assessed by the Pharmacy Programs Administrator (PPA) Portal (The Portal) against general and program specific rules

Performing data entry of claim information with a high degree of accuracy. Providing telephone and email support to participants of the programs. Investigating and responding to queries regarding the suite of pharmacy programs these stakeholders deliver.

Resolving any issues, challenges or complaints that arise with a high degree of sensitivity. Your goal is to provide first contact resolution to the satisfaction of the customer wherever and whenever possible. We have no time driven KPIs: our focus is on quality support. The role will suit individuals with the willingness and ability to learn about diverse pharmacy programs and systems whilst remaining flexible to adapt to change.

On offer an attractive salary of $71,309 + 11.5% superannuation. Flexible working arrangements, with a mix of work from home (up to 4 days per week depending on your preference) and office based (Melbourne CBD) work. Provision of technical equipment with access to leading customer support software. Ongoing training and support. A supportive and collegiate team environment.

About you proven experience in customer service. Excellent written and verbal communication skills. Comprehensive experience working with IT systems and Excel. Willingness and ability to learn about complex products and systems. Meticulous attention to detail.

Comfortable with ambiguity and flexible enough to deal with change in task/structure/role self-motivated and a quick learner. Ability to work the range of hours required to provide national support. A team player.