About VeteranCann

VeteranCann is a patient-focused healthcare platform that supports current and former service members through trusted, compliant and personalised healthcare pathways across Australia.

About the Role

Reporting to the Clinical Operations Director, the DVA Claims Advocate & Support Officer supports veterans throughout their journey with VeteranCann, from their initial enquiry and onboarding through to assistance with eligible DVA claims. This is a people-first role combining client onboarding, administration, customer support and Compensation Level 1 or 2 advocacy. You will help veterans understand the VeteranCann process, navigate our systems and, where required, assist with the preparation and lodgement of primary DVA claims under the direct supervision of a suitably qualified advocate.

You will work closely with VeteranCann’s qualified advocates and broader clinical and operations teams to ensure veterans receive clear, compassionate and timely support.

This is a full-time (Monday to Friday, 9am - 5:30pm AEST), ideal for someone who enjoys supporting people, thrives in a fast-paced environment, and is passionate about delivering exceptional patients experiences.

Key Responsibilities

- Patient Onboarding & Support
- Respond promptly to inbound enquiries from veterans via phone, email, SMS and web forms.
- Make outbound follow-up calls and messages to new leads, answering questions and building trust.
- Clearly explain how VeteranCann works, what veterans can expect, and the no-cost, no-obligation nature of the service.
- Support veterans who may be less comfortable with technology to navigate the platform and complete their information accurately.
- Book initial consultations and coordinate suitable appointment times.
- Act as a friendly point of contact for onboarding and general support queries, escalating clinical or complex matters to the appropriate team member.

- DVA Claims & Advocacy Support - Compensation Level 1 or 2

- Assist veterans with the preparation and lodgement of primary DVA claims,



under the direct supervision of a suitably qualified advocate.
- Assist veterans to compile relevant documentation and evidence required to support eligible primary claims, including claims relating to recognised pain conditions.
- Support eligible veterans with the preparation and lodgement of Provisional Access to Medical Treatment (PAMT), where appropriate and within the scope of the role.
- Provide general information and guidance to help veterans understand and navigate relevant DVA services and processes.
- Refer matters outside the scope of Compensation Level 1 or 2 advocacy to a suitably qualified advocate or appropriate internal team member.
- Connect veterans with relevant government and community support services where appropriate.
- Maintain up-to-date knowledge of relevant DVA processes, policies and requirements applicable to the role.

- Administration & Coordination

- Accurately record client information, interactions, claim progress and onboarding status within VeteranCann’s systems.
- Keep client records and statuses up to date and proactively follow up on outstanding registrations, documentation or actions.
- Assist with collecting and checking supporting documentation required to progress a veteran’s journey.
- Coordinate smooth handovers between advocates, clinicians, pain specialists and other members of the VeteranCann team.
- Ensure veterans receive timely updates and do not fall through the cracks throughout the onboarding and claims process.

- Professional Standards

- Maintain strict confidentiality and privacy in relation to all veteran and client information.
- Work within the boundaries of Compensation Level 1 or 2 advocacy,



escalating matters requiring a higher level of qualification or authority to an appropriately qualified advocate.
- Adhere to relevant professional standards, ethical guidelines, policies and procedures.
- Contribute to a positive, respectful and veteran-centric client experience that reflects VeteranCann’s values and reputation.

About You

- Previous experience in customer service, patient support, healthcare administration, advocacy or a similar client-facing role.
- Experience working with veterans or DVA clients, including supporting DVA claims or navigating DVA processes.
- Compensation Level 1 or 2 advocacy training, accreditation or relevant practical experience.
- Excellent verbal and written communication skills, with confidence supporting veterans across phone, email and SMS.
- A compassionate and patient approach, with the ability to guide people through complex or unfamiliar processes clearly and sensitively.
- Strong organisational skills and attention to detail, with the ability to manage documentation, follow-ups and competing priorities.
- Confidence using CRM systems and digital platforms, with the ability to quickly learn new technology.
- A proactive, solutions-focused mindset and the ability to work independently while collaborating effectively with advocates and clinical teams.
- A genuine commitment to delivering a positive, veteran-centred experience.'

Highly Regarded

- Previous experience in healthcare, telehealth, allied health or another regulated setting.

What We Offer

- Remote role with the flexibility to work from home.
- The opportunity to make a meaningful impact by supporting Australian veterans throughout their healthcare journey.
- A collaborative and supportive team that values compassion, professionalism and exceptional patiennt care.
- Exposure to veteran healthcare, DVA pathways and innovative approaches to pain management.
- Ongoing training and support to help you succeed in the role.
- Competitive remuneration, commensurate with experience.

📌 DVA Claims & Advocacy Support Officer (Melbourne)
🏢 VeteranCann
📍 Melbourne