Job Description

At Ambulance Victoria (AV) we are proud to share our commitment to saving and improving lives by providing outstanding care for our patients. It is our promise to every patient, and it sits at the heart of everything we do. No matter what corporate or support role you play in delivering our critical services to Victorians, you join a team dedicated to bringing our vision of ‘Outstanding emergency health care every time' to life. 

We are seeking an AR Accounts Management Officers to provide customer service engagements for debt resolution.  Working within our wider Financial Transaction Service (FTS) Team, this role will identify, investigate and attempt to solve mismatched information on patient files including assisting patients with invoice resolution. 

These are full-time, fixed term positions (12 months). While WFH/Hybrid options are available, it is essential that the successful applicant maintains a presence at Ballarat Business Centre in line with our hybrid working model. 

About the role

Reporting to the Advisor AR Accounts Management, responsibilities include but not limited to:

• Undertake accounts receivable and collections tasks maximising timely debt resolution outcomes to meet service delivery performance and statutory obligations for AV
• Undertake both inbound and outbound customer calls, to engage with customers to focus on account and outstanding debt resolution outcomes
• Attend to customer queries and feedback regarding billing for ambulance services and support requirements of consumer hardship and vulnerable customer engagement
• Maintain accurate records, with attention to detail and quality control, whilst ensuring confidentiality
• Provide support to the wider AR Collections team and undertake general administrative duties 

About you

To be successful in this position you will have previous experience in customer service and a keen eye for detail. You will have a strong work ethic, with the ability to work independently with minimal supervision, while also being a committed team member striving to achieve outstanding customer service while maximising debt resolution outcomes. 

To be considered for this position you will possess but not limited to:

• Proven customer service skills with an ability meet performance call handling targets
• Highly developed communication skills to engage professionally with internal and external customers
• High degree of accuracy, attention to detail and quality control
• Intermediate Microsoft Office skills including Excel, Word, and Outlook
• Ability to appropriately handle matters of a sensitive nature with maturity, diplomacy, and empathy
• Professional and mature mindset with sound judgement skills 

Working at Ambulance Victoria

As a valued member of AV you will enjoy a professional working environment that recognises the importance of work/life balance. We offer salary packaging options, generous personal leave entitlements, accrued days off for full time roles, and other benefits including free on-site parking. 

We believe our people are our greatest resource and the sustainability of our workforce depends on how well we utilise our people's skills and abilities and whether our staffing reflects the diversity of the Victorian community.  If you are ready to be an integral part in bringing our values of Care, Accountability, Respect and Excellence to life at AV, we want to hear from you! 

Important information

By applying for a position, you agree to undertake an assessment of any Secondary Employment or outside interests, in line with AV's Secondary Employment procedure. This is required to ensure there is no perceived or actual conflict of interest for AV should you be successful and commence in the role.  

Successful applicants will need to be willing to complete pre-employment screening including references, misconduct, and Police Checks.  

This position is classified AV2 under the Ambulance Victoria (Management and Administrative Staff) Enterprise Agreement 2021.

The position description can be found on the AV Careers website https://careers.ambulance.vic.gov.au.  

How to apply

Your application is an integral part of the selection process and should include: 

• Cover letter outlining your interest in the role
• Current resume
• A separate document addressing the key selection criteria from the position description 

Applications must be submitted by 11.59pm AEST on Tuesday 10 June 2025. Applications must be submitted via the AV Careers Centre website https://careers.ambulance.vic.gov.au to be considered. Emailed applications will not be accepted. 

For further information, please refer to ‘Applying for a position with Ambulance Victoria‘. For any further queries please contact recruitment@ambulance.vic.gov.au or 03 9840 3653 quoting the job title.

 At all levels of our organisation a diverse and inclusive workforce allows us to deliver the Best Care to the Victorian community, and helps create a healthier, more productive workplace for our people. In the event you require a reasonable adjustment to support your application for this role, please contact us at recruitment@ambulance.vic.gov.au and a member of our Recruitment & Selection team will be in touch.