Client Liaison Officer Medical Scheme Pretoria JOB SUMMARY ü The Client Liaison Officer role will provide onsite client services and resolve member and potential member queries. KEY PERFORMANCE AREAS Administration and Support ü Visit, interact and assist members in Departments and other public service offices as and when required; ü Facilitate meetings and one-on-one sessions in an effort to resolve administrative issues encountered by members; ü Receive Scheme correspondence from members and submit to the Administrative team on a daily basis; ü Follow up with members on outstanding information or documents required by the Scheme to finalise business processes; ü Assist the marketing service provider at marketing events by attending to member queries; ü Attempt to resolve all queries at first contact; ü Log all resolved and unresolved queries on a daily basis for reporting purposes; ü Compile a daily activity report; ü Escalate all unresolved queries to the admin team through the team leader on a daily basis; ü Represent the organisation well at all times in line with the mission, vision and values; ü Maintain positive Scheme member and stakeholder relationships; ü Facilitate effective communication between members and the Scheme; ü Compile weekly, monthly and quarterly activity reports for submission to the Team Leader; ü Provide ad hoc information when requested; ü Have extensive Scheme and operational knowledge to assist in resolving member queries; ü Must have the ability to use a computer and required systems to resolve member queries; and ü Market the Scheme to potential members and assist in enrolling them on the Scheme. Correspondence and Documentation Processes ü Communicate with Departments and other public service offices members and keep records Project Management ü Manage CLO related projects Technical expertise and application ü Ability to persuade and build relationships Risk Management ü Manage CLO related risks Staff Management Responsibility ü Management of Member Affairs with the Scheme Requirements ü Matric (Grade 12) and Post- matric qualification, NQF 5 ü RE5 Certificate (FAIS accreditation) ü At least 1 - 2 years customer background in call centre or service environment / customer relations ü Computer literacy (MS office) ü Must be in possession of a valid drivers license / Own vehicle (advantageous) ü Must be willing to travel at short notice ü Knowledge of the South African medical scheme industry/ healthcare background (Advantageous) ü Excellent Interpersonal skills / Persuasiveness / Self-motivated and pro-active / Networking skills / Creative and innovative / Team Player / Good written and verbal communication skills ü Perform under pressure and driven to meet deadlines
