Job Description

Introduction

Momentum Health, an entity of Momentum Group delivers sustainable,integrated health solutions that meet the needs of clients in the different segments and maximise lifetime client value. We build and maintain a culture of innovation,and create value through unique insights of how to achieve specific outcomes by using a defined set of Health capabilities.

Disclaimer

As an applicant, please verify the legitimacy of this job advert on our company career page.

Role Purpose

To ensure that administrative functions within the Employee Assistance Programme Care Centre are completed within Service Level Agreement resulting in cases being managed efficiently.

Requirements

National Senior Certificate
Certificate in Social Auxiliary Work
Successfully completed social auxiliary work training
Registration with the South African Council for Social Service Professions (SACSSP)
2 - 3 Years' experience as an Social Auxiliary Worker
A minimum of 2 years' experience in basic counselling
A minimum of 2 years' experience in performing administrative duties
Healthcare/financial services industry experience (desirable)
MS 365 proficiency

Duties & Responsibilities

PROCESS

Providing support to the case managers, including but not limited to liaising with various stakeholders and ensuring that clients adhere to follow-up sessions and client check-ins.
Liaising with affiliates for updates on referred cases.
Ensure fair distribution of work that comes into the allocation inboxes.
Keep accurate records for each piece of work done, including appointments, phone calls, referrals, action plan/revisions and any other significant information affecting the tracking of a client's interaction with the team.
To accurately capture and process affiliate invoices within the required timeframes.
Responding to after hours and weekend crisis calls for assistance when necessary.

CLIENT

Build and maintain relationships with clients and internal and external stakeholders.
Deliver on service level agreements applicable to clients and internal and external stakeholders in order to ensure that client expectations are managed.
Make recommendations to improve client service and fair treatment of clients within area of responsibility.
Participate and contribute to a culture which builds rewarding relationships, facilitates feedback and provides exceptional client service.
Continuously monitor turnaround times and quality standards and resolve issues speedily to enhance client service delivery.
Drive client service delivery goal achievement in line with predefined standards in order to ensure that clients receive appropriate advice and after sales service.
Manage client query processes and ensure that queries are tracked, accurately resolved and used as a mechanism to improve client service and business processes.

PEOPLE

Build strong relationships through providing specialist know-how and expressing positive expectations.
Continuously develop own expertise in terms of industry and subject matter development and application thereof in an area of specialisation.
Positively influence and manage change and offer specialist support where required.
Contribute to continuous innovation through the development, sharing and implementation of new ideas and involvement of colleagues.
Participate and contribute to a culture of work centric thinking, productivity, service delivery and quality management.
Take ownership for driving career development.

FINANCE

Identify solutions to enhance cost effectiveness and increase operational efficiency.
Implement and provide input into governance processes, systems and legislation within area of specialisation.
Escalate unresolved policy and governance compliance issues via appropriate channels for investigation and resolution purposes.
Provide input into the risk identification processes development and communicate recommendations in the appropriate forum.

Competencies

Administrative skills
Time management skills
Communication skills (written and verbal)
Customer service skills
Interpersonal skills
* Empathy