As a Service Support Officer, you will be responsible for supporting participants, their family, and carers through specialised business support activities to enable the delivery of high-quality treatment, care and support services at various stages of the participant journey.

You will perform your assigned duties and delegated statutory functions in accordance with the National Injury Insurance Scheme (Queensland) Act 2016.

The NIISQ Agency provides these services in an environment which fosters informed choice, flexibility and empowerment for participants, and in partnership with service providers and other stakeholders.

Job details

Your Role

• Provide administrative support to the NIISQ Scheme teams to ensure key processes and operational objectives are achieved.
• Provide support to the work unit by maintaining efficient records management and information management systems including data entry, coordinating and maintaining correspondence and documents on electronic files and the claims system.
• Work collaboratively with business units to ensure timely and appropriate information gathering and disclosure of documents and records in accordance with legislative requirements.
• Provide excellent customer service by effectively communicating, negotiating, advising, and working collaboratively with internal and external stakeholders to reach decisions.
• Assist NIISQ Scheme teams by supporting teams based ways of working within appropriate delegation, including updating participant support plans and escalating requests as appropriate.
• Liaise with external stakeholders, insurers and providers to coordinate medical appointments, prepare and send briefs to experts and external stakeholders.
• Obtain quotes and manage service approvals and payments in accordance with agreed needs assessments and plans.
• Monitor and action electronic workflow tasks, shared mailboxes and provide support for business improvement activities.
• Contribute as a team member to ensure caseload peaks and priorities are met as well as promoting a supportive and positive working environment.
• Assist in the identification of providers including capacity calls as required.
• Coordinate any travel, accommodation bookings or assistance as required.
• Other appropriate duties as directed or negotiated, commensurate with the role.

About You

• To be successful in this role you will demonstrate a strong commitment to shared values, and a broad skillset that includes:
• Strong communication skills, demonstrating an ability to build rapport and communicate information with a variety of stakeholders including the participant, their significant others, service providers and NIISQ staff.
• High level analytical skills and ability to organise time to meet objectives and priorities.
• Ability to work collaboratively within a team to build technical knowledge and expertise.
• Excellent administrative skills and digital proficiency using Microsoft suite and business information systems.
• Willingness to learn and stay updated on emerging digital tools, technologies, and trends relevant to the public sector.
• Strong commitment and a high degree of integrity to help meet and exceed customer expectations, including alignment with NIISQ Agency purpose, guiding principles and values.

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Further information

We are committed to building inclusive cultures in the Queensland public sector that respect and promote human rights and diversity.

Documents

Before applying for this vacancy please ensure you read the documents below.

• NIISQ MAISQ Candidate information pack (PDF, 426KB)
  Application Kit
  
  NIISQ645325 Service Support Officer (42863) - RD (PDF, 148KB)
  Role Description