Job Description

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

About VeteranCann n

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 n

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.

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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.

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

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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 n

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- Patient Onboarding & Support n n
- Respond promptly to inbound enquiries from veterans via phone, email, SMS and web forms.
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- Make outbound follow-up calls and messages to new leads, answering questions and building trust.
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- Clearly explain how VeteranCann works, what veterans can expect, and the no-cost, no-obligation nature of the service.
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- Support veterans who may be less comfortable with technology to navigate the platform and complete their information accurately.
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- Book initial consultations and coordinate suitable appointment times.
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- Act as a friendly point of contact for onboarding and general support queries, escalating clinical or complex matters to the appropriate team member.
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- DVA Claims & Advocacy Support - Compensation Level 1 or 2 n

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

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

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- Maintain strict confidentiality and privacy in relation to all veteran and client information.
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- 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.
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- Adhere to relevant professional standards, ethical guidelines, policies and procedures.
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- Contribute to a positive, respectful and veteran-centric client experience that reflects VeteranCann’s values and reputation.
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About You nn
- Previous experience in customer service, patient support, healthcare administration, advocacy or a similar client-facing role.
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- Experience working with veterans or DVA clients, including supporting DVA claims or navigating DVA processes.
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- Compensation Level 1 or 2 advocacy training, accreditation or relevant practical experience.
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- Excellent verbal and written communication skills, with confidence supporting veterans across phone, email and SMS.
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- A compassionate and patient approach, with the ability to guide people through complex or unfamiliar processes clearly and sensitively.
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- Strong organisational skills and attention to detail, with the ability to manage documentation, follow-ups and competing priorities.
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- Confidence using CRM systems and digital platforms, with the ability to quickly learn new technology.
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- A proactive, solutions-focused mindset and the ability to work independently while collaborating effectively with advocates and clinical teams.
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- A genuine commitment to delivering a positive, veteran-centred experience.'
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Highly Regarded nn
- Previous experience in healthcare, telehealth, allied health or another regulated environment.
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What We Offer nn
- Remote role with the flexibility to work from home.
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- The opportunity to make a meaningful impact by supporting Australian veterans throughout their healthcare journey.
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- A cooperative and supportive team that values compassion, professionalism and exceptional patiennt care.
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- Exposure to veteran healthcare, DVA pathways and innovative approaches to pain management.
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- Ongoing training and support to help you succeed in the role.
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- Competitive remuneration, commensurate with experience.
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📌 DVA Claims & Advocacy Support Officer (Harman)
🏢 VeteranCann
📍 Harman