The Finance Administration Support Officer provides administrative and transactional support to the delivery of patient account services, including processing admissions, outpatient and emergency activity, assisting with Medicare and Health Fund transactions, managing payment plans, and issuing invoice reminders.

The role supports the maintenance of accurate financial and patient records by updating account information, checking admission details in Digital Health Record (DHR), and assisting with debt recovery activities such as managing returned mail.

The position requires regular interaction with patients and staff and contributes to the provision of clear and professional information regarding accounts, fees and payment options.

The officer is expected to demonstrate reliability, attention to detail, and the ability to follow established processes, while maintaining patient confidentiality and working effectively as part of a team in a busy environment.

The Finance administration support Officer Duties include:

1. Provide high quality customer service to patients and staff via face-to-face, phone and email communication, responding to enquiries regarding accounts, fees and payment options.
2. Undertake administrative and transactional processing for VMO and patient accounts, including: Verify and update patient and account information in relevant systems, including checking admission details in Digital Health Record (DHR) to support accurate billing and claims processing.
3. Assist with debt recovery processes, including managing returned mail, updating contact details and following up account information as required.
4. Ensure documents are accurately scanned, recorded, filed and stored in accordance with the Territory Records Act 2002 (ACT) and internal procedures.
5. Maintain accurate data entry and records across finance and clinical systems (e.g. PBRC, APIAS, DHR), ensuring information is complete and up to date.
6. Work collaboratively within the Patient Services Team to support daily operations and assist with other duties as directed within the scope of the role.

Be flexible, adaptable and comfortable with a changing working environment.

Customer Service

• Ability to provide polite, responsive and professional service to patients and staff
• Clear communication skills across phone, email and face-to-face interactions

Attention to Detail & Accuracy

• Ability to follow processes and complete tasks accurately
• Care in handling financial and patient information

Administrative & Processing Skills

• Basic data entry and record management skills

Digital & System Skills

• Ability to use computer systems and databases (e.g. DHR, finance systems)
• Willingness to learn new systems and processes

Teamwork

• Ability to work cooperatively within a team environment
• Willingness to support team members and contribute to shared tasks

Work Management

• Ability to organise work, follow instructions and meet daily processing requirements
• Reliability in completing assigned tasks

Specific responsibilities include but are not limited to the following.

Specific responsibilities include but are not limited to the following.

Essential

• Demonstrated experience in an administrative or customer service environment.
• Ability to communicate effectively with a range of stakeholders, including via phone, email and face-to-face.
• Demonstrated basic computer literacy and ability to accurately enter and maintain data in systems.
• Ability to follow processes and complete tasks with attention to detail.
• Ability to work as part of a team and contribute to a positive work environment.

Desirable

• Experience in a finance, accounts or transactional processing environment.
• Exposure to healthcare, patient administration or billing environments.
• Experience using computer systems such as financial or clinical systems (e.g. PBRC, Oracle, APIAS, DHR).
• Previous experience working within the ACT Government or public sector environment.

• Undergo a pre-employment National Police Check.
• Comply with Canberra Health Services Occupational Assessment, Screening and Vaccination policy.

All employees are required to:

• Adhere to the Canberra Health Services Values and the ACT Public Service Code of Conduct
• Act in accordance and comply with all relevant Safety and Quality policies and procedures.

CHS is leading the drive to digitally transform health service delivery in Australia through the implementation of a territory wide Digital Health Record. Computer literacy skills are required which are relevant to this role as you will be responsible for completing required documentation and becoming a proficient user of the Digital Health Record and/or other Information Technology systems; once proficient, you will need to remain current with changes, updates, and contingencies.

These are the key selection criteria for how you will be assessed in conjunction with your resumé and experience.

1. Demonstrated ability to provide effective and courteous customer service in a busy environment, including communicating clearly with a range of stakeholders via phone, email and face-to-face.
2. Ability to undertake routine administrative and transactional tasks, including data entry, record maintenance and processing activities, with a high level of accuracy and attention to detail.
3. Demonstrated ability to use computer systems and databases to enter, update and maintain information accurately, with a willingness to learn new systems and processes.
4. Ability to follow established procedures, organise work to meet daily processing requirements, and complete tasks reliably within required timeframes.
5. Ability to work cooperatively within a team environment, follow direction, and adapt to changing priorities in a busy workplace.

The following work environment description outlines the inherent requirements of the role and indicates how frequently each of these requirements would need to be performed. Please note that the ACT Public Service is committed to providing reasonable adjustments and ensuring all individuals have equal opportunities in the workplace.

Administrative	Frequency
Telephone use	Frequently
General computer use	Frequently
Extensive keying/data entry	Occasionally
Graphical/analytical based	Occasionally
Sitting at a desk	Frequently
Standing for long periods	Occasionally

Psychosocial demands	Frequency
Distressed People e.g. Emergency or grief situations	Never
Aggressive & Uncooperative People e.g. drug / alcohol, dementia, mental illness	Never
Unpredictable People e.g. Dementia, mental illness, head injuries	Never
Restraining e.g. involvement in physical containment of clients/consumers	Never
Exposure to Distressing Situations e.g. Child abuse, viewing dead / mutilated bodies; verbal abuse; domestic violence; suicide	Never

Physical demands	Frequency
Distance walking (large buildings or inter-building transit)	Occasionally
Working outdoors	Never

Manual handling	Frequency
Lifting 0 - 9kg	Never
Lifting 10 - 15kg	Never
Lifting 16kg+	Never
Climbing	Never
Running	Never
Reaching	Never
Kneeling	Never
Foot and leg movement	Never
Hand, arm and grasping movements	Never
Bending/squatting	Never
Bend/Lean Forward from Waist/Trunk twisting	Never
Push/pull	Never
Sequential repetitive movements in a short amount of time	Never

Travel	Frequency
Frequent travel – multiple work sites	Occasionally
Frequent travel – driving	Occasionally

Specific hazards	Frequency
Working at heights	Never
Exposure to extreme temperatures	Never
Operation of heavy machinery e.g. forklift	Never
Confined spaces	Never
Excessive noise	Never
Low lighting	Never
Handling of dangerous goods/equipment e.g. gases; liquids; biological.	Never
Slippery or uneven surfaces	Never