Client Liaison Officer

2 weeks ago

Pretoria, Gauteng, South Africa Tych Business Solutions Full time

Job ID: 76234
Date Posted: Posted 3 hours ago
Location: Pretoria
Job Title: CLIENT LIAISON OFFICER - PRETORIA - GAUTENG

JOB SUMMARY

  • The Client Liaison Officer role will provide onsite client services and resolve member and potential member queries.
SKILLS, COMPETENCIES, QUALIFICATIONS, EDUCATION and EXPERIENCE

Essential:

  • Matric (Grade 12) and/ or
  • Post
- matric qualification will be added as advantage

  • At least 2 years customer background in call centre or service environment/ customer relations
  • Computer literacy (MS office)
  • Must be in possession of a valid driver's license Own vehicle (advantageous)
  • Must be willing to travel at short notice
  • FAIS Accreditation or background will be added as advantage
  • Knowledge of the South African medical scheme industry/ healthcare background (Advantageous)
  • Excellent Interpersonal skills Persuasiveness
  • Selfmotivated and proactive Networking skills
  • Perform under pressure and driven to meet deadlines Creative and innovative
  • Good written and verbal communication skills
  • Team Player

KEY RELATIONSHIPS

Internal:

  • Principal Officer, Executives, Officers and

Trustees Other:
Scheme staff

External:

  • Members, Contracted Partners ,Healthcare Providers, Council of Medical Scheme, SPN and Stakeholders

KEY PERFORMANCE AREAS, CORE COMPETENCIES, CLIENT VALUES:

  • Administration and support Visit, interact and assist members in Departments and other public service offices as and when required;
  • Facilitate meetings and oneonone sessions in an effort to resolve administrative issues encountered by members;
  • Receive Scheme correspondence from members and submit to the Administrative team on a daily basis;
  • Follow up with members on outstanding information or documents required by the Scheme to finalise business processes;
  • Assist the marketing service provider at marketing events by attending to member queries;
  • Attempt to resolve all queries at first contact;
  • Log all resolved and unresolved queries on a daily basis for reporting purposes;
  • Compile a daily activity report;
  • Escalate all unresolved queries to the admin team through the team leader on a daily basis;
  • Represent client well at all times in line with the mission, vision and values;
  • Maintain positive Scheme member and stakeholder relationships;
  • Facilitate effective communication between members and the Scheme;
  • Compile weekly, monthly and quarterly activity reports for submission to the Team Leader;
  • Provide ad hoc information when requested;
  • Have extensive Scheme and operational knowledge to assist in resolving member queries;
  • Must have the ability to use a computer and required systems to resolve member queries; and
  • Market the Scheme to potential members and assist in enrolling them on the Scheme.
  • Excellence
  • Member
- centricity

  • Budget, expenses and procurement N/A
  • Integrity
  • Correspondence And Documentation Processes
  • Communicate with Departments and other public service offices members and keep records
  • Clear communication
  • Project Management Manage
  • CLO related projects Innovation
  • Forums and committees
  • N/A Member
- centricity

  • Ability to persuade and build relationships
  • Excellence
  • Risk Management Manage CLO related risks Integrity
  • Staff Management Responsibility
  • Management of Member Affairs with the Scheme Member Centricity

LIMITATIONS

  • Medical Scheme's Act and Regulations Scheme rules and regulations
  • Scheme policies and procedures
  • All contracts entered into with the Scheme and SLA'S Board and Committee decisions
  • Medical Scheme Act Regulatory Framework
  • Governmental regulations and legislation

LIAISON OPERATING ENVIRONMENT

  • Management, Staff, Members, Contracted Partners, Healthcare Providers, Council for Medical Schemes, SPN, and Stakeholders.

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