Service AssuranceIdentify, evaluate and help resolve systemic customer concernsContributing to the development and supporting the implementation of customer survey and feedback mechanisms as delivered by our Claims AgentsMake recommendations to deliver a sustainable improvement in the customer experienceProvide support on the WISE (Worker Income Support Ending) programActively work in the project team investigating the reporting used by Agent Assurance to ensure it is effectiveComplex Customer ComplaintsReceive complex customer complaints, investigating and drawing the concern to resolutionCorrespond in writing and/or fact to face as necessaryWork collaboratively with the Technical Assurance team for technical advice on complaintsActively work with the project team to ensure the critical incident notification and response process is efficientCorresponding with the Office of the State Ombudsman to advise on the resolution of complex customer concerns

AdministrationEnsure efficient diary management for Director and Managers as required and high level executive support to the directorateCoordinate monthly Agent Performance directorate team meetingsManage the exchange of information between SafeWork SA and the Claims Agents in accordance with the Memorandum of UnderstandingDirectorate administration coordination including workstation assessments, PCD meetings and documentation and new starter induction packsReview and make recommendations on refund and write-off applications received from the Claims AgentsContractEnsure invoices submitted to ReturnToWorkSA are consistent with contracted obligations, are reconciled against services provided and are submitted for timely paymentMonitor contract obligations and maintain operational procedures relating to contract management processesProvide support to Senior Contracts Advisor as required on contract management mattersEnsure the Legal Provider and Echelon agreements are administered to ensure cost, service and quality requirements are metActively participate in prevention, negotiation and resolution of contractual/administrative issues and be a respected point of contact both inside and outside ReturnToWorkSAEnsure procurement paperwork is completed for contracts put in placeRecoveriesReview, authorise and action adjustment, reversal and write-off applicationsReview and authorise refunds, credit notes and Section 48 invoices for Financial ServicesRecord all actions taken as per the TI5 Instruction requirements

AdministrationEnsure efficient diary management for Director and Managers as required and high level executive support to the directorateParticipate as a member of the Management Team in terms of meeting preparation and actively being involved in discussionCoordinate Contract and Compliance meetings monthly (agendas and minutes) with both Claims AgentsLiaise with the Ombudsman office including coordinating quarterly meetings (agendas and minutes) on behalf of the Client Services directorateCoordinate monthly Agent Performance directorate team meetingsManage the exchange of information between SafeWork SA and the Claims Agents in accordance with the Memorandum of UnderstandingDirectorate administration coordination including workstation assessments, PCD meetings and documentation and new starter induction packs.ContractEnsure invoices submitted to WorkCoverSA are consistent with contracted obligations, are reconciled against services provided and are submitted for timely paymentManage contract correspondence logsMonitor contract obligations and maintaining operational procedures relating to contract management processesProvide support to Manager Contract Management as required on contract management mattersEnsure the Legal Provider and Echelon agreements are administered to ensure cost, service and quality requirements are metActively participate in prevention, negotiation and resolution of contractual/administrative issues and be a respected point of contact both inside and outside WorkCoverSA

Secondment PositionContractEnsure invoices submitted to WorkCoverSA are consistent with contracted obligations, are reconciled against services provided and are submitted for timely paymentManage contract correspondence logsMonitor contract obligations and maintaining operational procedures relating to contract management processesProvide support to Manager Contract Management as required on contract management mattersEnsure the Legal Provider and Echelon agreements are administered to ensure cost, service and quality requirements are metActively participate in prevention, negotiation and resolution of contractual/administrative issues and be a respected point of contact both inside and outside WorkCoverSARecoveriesIdentify and evaluate Claims Agent unauthorised payments by system reports and claim file reviewsEnsure recovery transactions meet government guidelines, taxation rules and WorkCover SA delegationsAgree on unauthorised payments to ensure monies are recovered to WorkCover SAMaintain a reporting and payment monitoring program for all recoveries and OverpaymentsMaintain operational procedures relating to unauthorised payments and OverpaymentsPrepare Board papers for Waiver applications in accordance with policy and procedureReview, authorise and action adjustment, reversal and write-off applicationsReview and authorise refunds, credit notes and Section 48 invoices for Financial Services

Prepare, brief and manage the workflows of the Director, Agent Performance and Director, Operational ServicesManage diaries and email correspondence for the Director, Agent Performance; Director, Operational Services and Manager, Agent BusinessComplete and meet timeframes for Ministerials and CEO correspondence, Board and Board committees and various other committees/groupsProvide administrative support to the General Manager, Insurance and Executive Officer Provide administrative support to the Agent Performance, Operational Services, Client Services and Scheme Legal directorates with contribution made to administrative projects/committeesProvide administrative support for meetings with external clients including the Claims Agents, Legal Providers and the WorkCoverSA OmbudsmanLiaise with external agencies including SafeWork SA, Centrelink and Medicare on a regular basis to exchange information

Drafted Director correspondence and reports for Committee and Board meetingsDrafted correspondence for subdivision plansManaged Director and Managers meeting requestsOrganised intrastate and interstate travel arrangements for Department Officers and CouncillorsTyped agendas and minutes for Community Working Group meetings, Council Committee meetings and monthly Department Staff meetingsProvided administration support including collating and distributing documentation for Council Committee Members, collation of tenders, presentations and contractsSupervised the Departments Administration Assistant and conducted performance reviewsConducted staff interviewing and employment processes including reference checksManaged workflows utilising the TRIM Records Management SystemPrepared purchase orders, request cheques, request invoices, reconcile credit card expenditure

Coordinated training sessions and other events as requiredCommunicated to members as required; attendance at and transcription of all notes and minutes of the Regional Council and General Members meetings; Training, Membership and Marketing CommitteesCoordinated Quarterly and Annual Award functions in accordance with the Regional Office Best Practice ManualCoordinated the weekly Advertiser corporate advertisement, and liaison with marketing agency, marketing chairman and member offices to produce the optimum corporate advertisementDiary maintenance, draft correspondence, prepare purchase ordersOrganise travel arrangementsScreen phone callsReconcile credit card expenditure, sort mail and distribute as appropriate