To ensure that administrative functions within the Employee Assistance Programme Care Centre are completed within Service Level Agreement resulting in cases being managed efficiently.
Requirements
- National Senior Certificate
- Certificate in Social Auxiliary Work
- Successfully completed social auxiliary work training
- Registration with the South African Council for Social Service Professions (SACSSP)
- 2 - 3 Years experience as an Social Auxiliary Worker
- A minimum of 2 years experience in basic counselling
- A minimum of 2 years experience in performing administrative duties
- Healthcare/financial services industry experience (desirable)
- MS 365 proficiency
PROCESS
- Providing support to the case managers, including but not limited to liaising with various stakeholders and ensuring that clients adhere to follow-up sessions and client check-ins.
- Liaising with affiliates for updates on referred cases.
- Ensure fair distribution of work that comes into the allocation inboxes.
- Keep accurate records for each piece of work done, including appointments, phone calls, referrals, action plan/revisions and any other significant information affecting the tracking of a clients interaction with the team.
- To accurately capture and process affiliate invoices within the required timeframes.
- Responding to after hours and weekend crisis calls for assistance when necessary.
- Build and maintain relationships with clients and internal and external stakeholders.
- Deliver on service level agreements applicable to clients and internal and external stakeholders in order to ensure that client expectations are managed.
- Make recommendations to improve client service and fair treatment of clients within area of responsibility.
- Participate and contribute to a culture which builds rewarding relationships, facilitates feedback and provides exceptional client service.
- Continuously monitor turnaround times and quality standards and resolve issues speedily to enhance client service delivery.
- Drive client service delivery goal achievement in line with predefined standards in order to ensure that clients receive appropriate advice and after sales service.
- Manage client query processes and ensure that queries are tracked, accurately resolved and used as a mechanism to improve client service and business processes.
- Build strong relationships through providing specialist know-how and expressing positive expectations.
- Continuously develop own expertise in terms of industry and subject matter development and application thereof in an area of specialisation.
- Positively influence and manage change and offer specialist support where required.
- Contribute to continuous innovation through the development, sharing and implementation of new ideas and involvement of colleagues.
- Participate and contribute to a culture of work centric thinking, productivity, service delivery and quality management.
- Take ownership for driving career development.
- Identify solutions to enhance cost effectiveness and increase operational efficiency.
- Implement and provide input into governance processes, systems and legislation within area of specialisation.
- Escalate unresolved policy and governance compliance issues via appropriate channels for investigation and resolution purposes.
- Provide input into the risk identification processes development and communicate recommendations in the appropriate forum.
