Client Liaison Officer

6 months ago

Pretoria, 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 1 - 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
- Self-motivated and pro-active 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 one-on-one 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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