Lincoln Pitt
Rocklea,QLD
Summary
Dynamic APS 4 Support Service Officer at Services Australia, adept at complex case management and policy interpretation. Proven track record in enhancing service delivery through quality assurance and mentoring. Strong communicator with exceptional problem-solving skills, ensuring compliance and accuracy in Medicare claims and enrolments while fostering team collaboration.
Overview
8
8
years of professional experience
Work History
APS 4 Support Service Officer
Services Australia
Brisbane
02.2021 - Current
- Provide frontline support across multiple telephone lines, assisting the public with Medicare claims, enrolments, and general enquiries, as well as supporting medical providers with program-related services.
- Act as a point of escalation for APS3 officers, offering guidance on complex claims and enrolments, answering procedural enquiries, and taking over challenging calls when required.
- Conduct quality assurance checks on completed work, ensuring accuracy, compliance with policy, and adherence to service delivery standards.
- Mentor and support colleagues through knowledge sharing, policy clarification, and best-practice approaches, contributing to improved service delivery and team capability.
- Demonstrate strong knowledge of Medicare legislation, policies, and procedures to resolve complex customer and provider issues in a timely and compliant manner.
labourer
Queensland Plants and Flowers
Brisbane, QLD
02.2019 - 02.2021
- Loaded, unloaded, and moved material to and from storage and production areas.
- Expanded skill set through continuous learning of new techniques, tools, and equipment related to laborer tasks.
- Improved worksite efficiency by maintaining clean and organized work areas.
- Performed general housekeeping and cleaning tasks.
Retail Worker
Capalaba Produce
Brisbane, QLD
10.2017 - 02.2019
- Greeted customers, helped locate merchandise, and suggested suitable options.
- Replenished sales floor merchandise and organized shelves, racks, and bins for optimal appearance.
- Demonstrated strong communication skills when collaborating with fellow employees or assisting customers with inquiries or concerns.
- Maintained a clean and organized sales floor, enhancing the overall shopping experience for customers.
Education
High School Diploma -
Victoria Point High School
Victoria Point, QLDSkills
- Customer Service & Client Support (Medicare claims, enrolments, provider services)
- Complex Case Management & Call Escalation Handling
- Policy Interpretation & Application (Medicare and Services Australia guidelines)
- Quality Assurance & Compliance Monitoring
- Mentoring, Coaching & Peer Support (APS3 support)
- Communication & Interpersonal Skills (public and provider engagement)
- Problem Solving & Conflict Resolution
- Attention to Detail & Accuracy
- Time Management & Workflow Prioritisation
- Team Collaboration & Knowledge Sharing
Timeline
APS 4 Support Service Officer
Services Australia
02.2021 - Current
labourer
Queensland Plants and Flowers
02.2019 - 02.2021
Retail Worker
Capalaba Produce
10.2017 - 02.2019
High School Diploma -
Victoria Point High School