Organisation: Department of Veterans’ Affairs
Job Title: Accounts Payable Officer
Word Limit: 350 per criterion
Location: Canberra
Connecting with Clients
Being able to connect well with both internal and external clients and suppliers is a key
requirement of this position. You will need to respond sensitively to concerns and handle
questions and complaints effectively. You will need to be able to communicate effectively both
in writing and over the telephone.
Since 2011, I have been employed in client focussed roles in the hearing services sector, using my
excellent communication skills to respond to queries from clients, colleagues, suppliers and
funding providers, including Medicare, the Office of Hearing Services, and the Department of
Veterans’ Affairs. On a daily basis, I communicate with hearing impaired clients, responding
sensitively to their varied needs by remaining patient and adjusting how I speak, particularly over
the phone. Being extremely client focussed, I am willing to go the extra mile to support our
customers. This dedication was recognised with a ‘Customer Service Excellence Award’ while
working as a Patient Care Coordinator with iHear.
An elderly client had ordered a headset however her son, who usually brought her to
appointments, was overseas when the headset arrived. Knowing that she couldn’t easily get to us
with her son away, I offered to go to her house and set up the headset so that she didn’t have to
wait for him to return from his trip. Similarly, in my current role, an elderly client who had left
their headset in for repair subsequently went into hospital. Understanding that the client wasn’t
able to get to us, once it was repaired I delivered it to the hospital and fitted it there, making their
hospital stay much more comfortable. Our clients have been very appreciative of this type of
support, and give very positive feedback on our service.
As I undertake the accounts management for the clinic, I communicate extensively with our
finance department, using both phone and email. My accounts duties include preparing invoices,
receiving payments, issuing receipts, data entry of accounts information, and actioning the
debtors list, which requires the ability to sensitively communicate with clients regarding their
overdue payments. One reason for non-payment by clients is if their Medicare claim has been
rejected, which can happen if anything was incorrect on their claim. In these situations, I research
the issue and liaise with Medicare, colleagues and the client to resolve the issue and ensure all
payments are finalised.
2. Searching for Solutions
Making effective decisions in accordance with departmental policy and legislation is an
important element of this position. You will exercise sound judgement in the interpretation of
policy and legislation, and other relevant sources of information.
The Office of Hearing Services funds programs for eligible pensioners and are one of our key
funding providers, along with Medicare and the Department of Veterans’ Affairs. The Office of
Hearing Services program can be quite complex in terms of the rules and eligibility criteria, with
information and updates coming through a number of channels. Ensuring that I have a good
understanding of the criteria, I am able to make effective decisions in accordance with Office of
Hearing Services policy by actively checking for updates on their online portal, reading email
updates, and networking with colleagues who use the same information. When I find a change
which impacts our work, I share that information with my colleagues.
An example is the end of financial year claims procedures. There are two relevant dates for each
claim, a fitting date and a service date which is a follow up two weeks after fitting. The dates on
the claim forms must be very specific in order to comply with Office of Hearing Services policy, and
at the end of the financial year this is particularly relevant due to price changes. Where the fitting
is in June but the service is in July, two different prices apply and it is important to understand and
apply the rules to ensure that claims are approved and paid. By keeping up-to-date with policy,
legislation and a range of information sources, and interpreting its application for the end of the
financial year, I have made sure that claims are accurately completed and submitted.
A recent roadshow held at our Head Office included new information on the Department of
Veterans’ Affair funding for assistive listening devices for veterans. I sourced and interpreted
further information and details from our Head Office, and directly from the Department of
Veterans’ Affair. Through seeking further information, interpreting policy and using my judgement
and decision making, I gained a clear understanding on details such as what supporting
information, including audiograms and reports, is required under the program rules, and have put
processes in place in accordance with these rules.
3. Taking Care of Business
Accuracy and meeting deadlines associated with performance expectations is very important in
this position. You will process payments for a wide range of DVA business areas and you will
contribute to the work of the team to meet the section’s goals. You will manage your own and
the teams workload and will need to be flexible to suit changing priorities.
As described in my response to criteria two, accuracy is very important in my current role, where I
carefully check the details of claims submitted to the Office of Hearing Services to ensure that they
are correct and are therefore approved and paid promptly. My role as the Client Care
Representative for our Kingston branch is extremely busy as I have a broad range of duties to
undertake ensuring that the clinic runs smoothly. In addition to my substantial accounts duties, I
respond to client enquiries, schedule appointments, assist the clinician, submit funding claims, and
carry out minor hearing aid repairs. In order to meet deadlines and maintain quality standards, I
plan and organise my workload and adapt to changing situations. For example, I prepare for client
appointments, checking that hearing aids have arrived at the clinic, following up orders with
suppliers and resolving issues quickly if there are any problems. Occasionally a client’s hearing aid
will not reach us prior to their appointment, so I find out from the supplier or manufacturer what
has caused the delay, liaise with the clinician if the manufacturer has queries, and keep the client
up to date, as well as rescheduling their appointment.
As I have been in the hearing industry for nearly five years I have gained extensive knowledge and
experience. In addition to providing training for new staff, I respond to their queries for help and
support as they settle in, acting as a mentor. Working flexibly with my colleagues, I provide
additional support across other clinics and visiting sites in Canberra. When I commenced in my
current role there was no Client Care Representative in our Deakin clinic, and I often had to leave
my work in the Kingston clinic to go and provide support at Deakin. This demonstrates my ability
to adapt and be flexible to accommodate these changing priorities, contributing to the work of the
team to meet business goals. Similarly, while working for Calvary Health Care, I covered an
accounts role while a colleague was on long term sick leave, in addition to performing my regular
duties.
4. Knowing the Environment
Knowledge, or the ability to quickly acquire knowledge, of the department’s financial
environment, its financial systems and the role of the Accounts Payable team within the
department is important. You will keep up to date with developments in these areas.
Having previously worked in dedicated accounts roles for four years, and with my current position
involving finance and accounts duties, I have good knowledge of the financial environment and
the role of accounts payable. In 2010, I completed a Certificate III in Financial Services, and my
skills and experience include debtors and creditors, profit and loss, reconciliations, accounts
payable and receivable, invoicing and receipting, and BAS preparation. I have skills and experience
using Net Suite and Navision accounting packages, in addition to MYOB and have skills with Excel,
databases and general office applications. Many of the duties of my current role correlate with the
accounts payable role. Checking invoices from suppliers, I reconcile accounts to ensure that all
details are correct, before passing these on to our finance department for payment. Where there
are any queries, finance contacts me and I work with them and the supplier to have the invoice
amended as necessary, which may be due to a simple error, or due to changes to the hearing aid
specifications following the initial order.
For instance, once we have fitted a client’s hearing aid we close that sales order and take payment
from the client, who then have 30 days to return the aid if they are unsatisfied. When that
happens, I liaise with accounts receivable regarding the client invoice and follow the returns
processes to have the transaction reversed and payment refunded to the client. The aid is then
returned to the manufacturer and I liaise with them and accounts payable to arrange our refund.
Another option is to seek a 90 day extension to the return and refund period if the client is unsure,
and again I understand and follow the processes involved. In the event of a complex problem with
a claim, I liaise with the manual claims department in the Office of Hearing Services or directly
with Medicare, depending on the particular issue.
In terms of keeping up with developments in the financial environment and the systems in use, I
seek information from varied sources, including colleagues, management, and relevant websites.
5. Collaborating with Colleagues
Building and maintaining relationships with your team mates is integral to this position. You will
share information across the team, participate in and contribute to team discussions about the
work of the section and support colleagues to achieve business plan goals. You will also build
positive relationships with other business areas.
Currently I am based in a small clinic working with clinical staff, where my role is a key conduit for
information sharing within the team, and also with colleagues in other clinics and in Head Office.
We have full team meetings every other month, when our manager visits and provides updates.
By raising any issues which are affecting our work, I participate and contribute on issues that on
business goals. As I am located remotely from my manager, I work to build and maintain this
relationship by phone and email communications as well as our face to face discussions.
One issue which I proactively raised was that the clinician from our clinic was unhappy with the
rooms we were renting at a visiting site. Using my local knowledge, I researched local businesses,
sourced and visited alternative options, and found a new location which was more attractive for
both clinic staff, and our clients. Initiating contact with the building owner, I then passed the
details on to our property manager to complete the negotiations and the contract formalities. As a
result of my initiative, and my understanding of how the working environment was impacting on
achieving the business goal of developing a client base at the visiting site, the switch to new rooms
was successfully completed in a short timeframe, to the delight of the clinician.
In addition to demonstrating how I strive to support colleagues and achieve business goals, the
above example illustrates my skills in building positive relationships with other business areas. As I
had developed good rapport with our property management section, they quickly understood the
importance of the move and worked with me to facilitate it. On a day-to-day basis, I develop and
maintain relationships with suppliers, funding providers, Head Office colleagues, and Client Care
Representatives in other clinics locally and nationally. This involves sharing information facetoface,
by phone and by email, arranging social events for locally based staff, and meeting geographically
dispersed colleagues at roadshows and similar events. In summary, I have excellent skills in
collaborating with colleagues to achieve business goals.
