Job Description

Client Liaison Officer Medical Scheme Northern Cape

JOB SUMMARY

xc3xbc The Client Liaison Officer role will provide onsite client services and resolve member and potential member queries.

KEY PERFORMANCE AREAS

Administration and Support

xc3xbc Visit, interact and assist members in Departments and other public service offices as and when required;

xc3xbc Facilitate meetings and one-on-one sessions in an effort to resolve administrative issues encountered by members;

xc3xbc Receive Scheme correspondence from members and submit to the Administrative team on a daily basis;

xc3xbc Follow up with members on outstanding information or documents required by the Scheme to finalise business processes;

xc3xbc Assist the marketing service provider at marketing events by attending to member queries;

xc3xbc Attempt to resolve all queries at first contact;

xc3xbc Log all resolved and unresolved queries on a daily basis for reporting purposes;

xc3xbc Compile a daily activity report;

xc3xbc Escalate all unresolved queries to the admin team through the team leader on a daily basis;

xc3xbc Represent the organisation well at all times in line with the mission, vision and values;

xc3xbc Maintain positive Scheme member and stakeholder relationships;

xc3xbc Facilitate effective communication between members and the Scheme;

xc3xbc Compile weekly, monthly and quarterly activity reports for submission to the Team Leader;

xc3xbc Provide ad hoc information when requested;

xc3xbc Have extensive Scheme and operational knowledge to assist in resolving member queries;

xc3xbc Must have the ability to use a computer and required systems to resolve member queries; and

xc3xbc Market the Scheme to potential members and assist in enrolling them on the Scheme.

Correspondence and Documentation Processes

xc3xbc Communicate with Departments and other public service offices members and keep records

Project Management

xc3xbc Manage CLO related projects

Technical expertise and application

xc3xbc Ability to persuade and build relationships

Risk Management

xc3xbc Manage CLO related risks

Staff Management Responsibility

xc3xbc Management of Member Affairs with the Scheme

Requirements

xc3xbc Matric (Grade 12) and Post- matric qualification, NQF 5

xc3xbc RE5 Certificate (FAIS accreditation)

xc3xbc At least 1 - 2 years customer background in call centre or service environment / customer relations

xc3xbc Computer literacy (MS office)

xc3xbc Must be in possession of a valid drivers license / Own vehicle (advantageous)

xc3xbc Must be willing to travel at short notice

xc3xbc Knowledge of the South African medical scheme industry/ healthcare background (Advantageous)

xc3xbc Excellent Interpersonal skills / Persuasiveness / Self-motivated and pro-active / Networking skills / Creative and innovative / Team Player / Good written and verbal communication skills

Perform under pressure and driven to meet deadli

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