Together with our client in Pretoria, we are recruiting for a Member Liaison Officer. The Ideal Candidate needs to have at least 2 years of experience in Marketing, Customer Service or Wellness Management at a medical scheme and holds an NQF Level 7 qualification in Marketing / Communication / Business Administration
Duties and Responsibilities
Member service excellence
- Analyses member data to identify and address gaps in member service processes;
- Engages members to address service and administrative issues;
- Facilitates member understanding of products, benefits, healthcare providers for seamless access to the clients services;
- Facilitates effective query resolution by acting as a liaison between members and Administrator, MCO, and SAPS on escalated issues; and continuous improvement
- Member communication
- Executes communication per member communication plan for designated areas;
- Undertakes education campaigns on scheme processes, products, benefits, healthcare provision, wellness, and preventative benefits; and
- Reports on the performance of member communication to ensure effectiveness and continuous improvement.
Health Promotion
- Analyses data and generates insights on key health trends impacting on members in designated regions;
- Delivers health promotion campaigns for designated areas - including peer education, information dissemination, targeted events, and initiatives;
- Mobilises support from key stakeholders to improve uptake of health promotion interventions for improvement of member health outcomes; and
- Supports delivery of wellness interventions through events and activations in specific regions.
Stakeholder Management
- Develops effective stakeholder relationships with SAPS management in designated areas for effective execution of member experience and health outcomes improvement;
- Builds operational networks with SAPS management at all levels in the province to enable implementation of member communication and health promotion initiatives;
- Creates strong relationships with Administrator and MCO team to improve member experience and expedite issue resolution;
- Is visible to all the clients members in designated regions through various engagement platforms;
- Develops and implements an effective stakeholder engagement plan; and
- Provide regular feedback on progress and highlight or escalate snags and problems immediately as they occur.
Compliance and Governance
- Executes in adherence to all relevant regulatory and business practices;
- Active risk management by applying and promoting a culture of ongoing detection and resolution of Statutory, Regulatory Compliance breaches;
- Execute all Internal Audit exceptions and ensure the implementation of preventative measures in the unit;
- Drive the resolution management of the identified Internal Audit risks; and
- Contributes to a high-performance corporate culture that promotes ethical practices and encourages individual integrity, accountability, and social responsibility.
Culture: Live and exemplify the client’s values
Skills and Competencies
- Customer service awareness and trend analysis
- Strong administration
- Interpersonal skills
- Awareness of sensitivities of different stakeholders
- Ability to work well in a multi-cultural environment
- Collaboration
- Coaching / facilitation
- Analytical skills
- Business Report Writing, communication and presentation skills
- Problem-solving skills (potential conflicting priorities)
- Organisational skills (planning, work-prioritization, time-management, etc)
- Diplomatic (creating win-win solutions)
- Results and performance-driven
Required Minimum Qualifications
- NQF Level 7 qualification in Marketing / Communication / Business Administration (specialisation in marketing / public relations / customer relationship management or customer service)
- Coaching, Facilitator or Train-the-trainer certification; and Wellness, Stress management, nutrition, fitness, and mental-emotional wellbeing training as an added advantage
- 2 years’ experience in Marketing, Customer Service, or Wellness Management at medical schemes
- Demonstrate deep knowledge of customer care, communication, or wellness
Salary: Market Related
Benefits: Medical Aid, Provident and Pension Fund
Only candidates who meet all the requirements stipulated in this advert, will be considered. If you don’t receive feedback from us within 2 weeks of your application, please consider your application as unsuccessful.
To apply please send your CV and supporting documents to with REF: Member Liaison
Closing date: 25 March 2022
