Full time Permanent, full time position (2 positions available) Based in Adelaide Permanent (1 position) and 12 month contract available (1 position) About us The National Disability Insurance Scheme (NDIS) is the largest Australian social reform since Medicare. It's life changing for people with disability… but that doesn't mean it's easy to navigate. And that's where My Plan Manager Group comes in!
As a financial intermediary operating in the NDIS ecosystem, we un-complicate the NDIS for participants by supporting them to manage the funding in their NDIS plans. That means our award-winning team and tech take care of financial administration – like managing budgets, processing invoices, and providing compliant financial reporting – and our clients get on with what's important to them.
About the role The Provider Resolution Consultant is responsible for actioning provider requests for credit notes and refunds, providing resolution to payment issues experienced. This team also supports the MPM Group Provider network through invoice processing and Provider calls both inbound and outbound taking queries, resolving issues, escalating any risks identified and promoting the use of the MPMG tools.
What you'll do Triaging and actioning all inbound provider contact regarding potential credit notes or refunds. Processing failed invoices in the Refunds Requests queue, addressing the underlying rule failure. Processing requests for refunds in Salesforce, determining whether a cash refund or a credit note is appropriate. Processing and applying credit notes once received from providers or clients in Salesforce. Ensuring overpayments are re-couped on behalf of the NDIS in a timely manner. Follow up, track and manage reminder notices for payment, and record in Salesforce, escalation to debt recovery team where overpayment is not recovered. Identifying common trends and provide advice on issues observed through the refunds process and ensure that this is communicated to stakeholders. Performing related tasks to support broader Provider Services team. About you Ability to analyse information and problem solve to resolution. Proven ability to deliver high standards of customer service. Proven ability to engage with customers/providers over the phone to build relationships and collaboratively solve overpayment issues. High levels of attention to detail. Experienced in Microsoft Office suite – Outlook, Teams, Share Point, Excel, Word, Forms. Proven experience in Salesforce and/or the Provider Digital Access (PRODA) platform is advantageous. Demonstrates strong interpersonal skills and the ability to establish effective business relationships with internal and external partners. What's on offer Full time positions with set rotating rosters between 0830 and 1730, Monday to Friday. A bright, modern and sustainable office in a prime city location. The opportunity to arrange hybrid working arrangements upon completion of probation. Ongoing training, support and guidance to help you reach your full potential. A monthly reward and recognition program. Room for career growth. An extra two days of paid leave each year to engage in volunteering activities with a registered charity of your choice. A fun, inclusive and vibrant workplace culture. We embrace equal opportunity, and we thrive on it! At My Plan Manager Group, we don't just accept difference – we celebrate it, we support it, and we thrive on it for the benefit of our clients, our team, and our work. We're proud to be an equal opportunity employer that embraces diversity.
How to apply If you'd like to apply for this role, please click the 'apply now' button and follow the prompts.
Applications close on Friday 28th October 2024. Your application will include the following questions:
Do you have a valid NDIS Worker Check and Working With Children Check for South Australia and Western Australia? Do you have full working rights to work in Australia? What are your salary expectations? To help fast track investigation, please include here any other relevant details that prompted you to report this job ad as fraudulent / misleading / discriminatory.
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