Client Liaison Officer

**Job ID**: 68619**Date Posted**: Posted 5 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.