Client Liaison Consultant

AfroCentric Group; East London; On-site; ZAR 180,000 - 240,000; Full time

Job summary

AfroCentric Group in East London is seeking a Client Liaison Consultant for a 6-month FTC to provide on-site, face-to-face client support and resolve queries at first contact. You will build strong relationships, ensure service levels are met, and contribute to continuous improvement in service quality.

The role requires 3–5 years in healthcare or related fields, matric and a relevant diploma. A valid driver’s license and own transport are essential, with strong communication and stakeholder

Qualifications

• Follow procedures and cooperate with peers and leader for best possible service delivery
• Defined legal, statutory and regulatory compliance is maintained at the required standards
• Operational risk and governance structures, measures and frameworks are complied with and necessary action is taken to address issues, when necessary
• Contribute to cost savings within the department to assist with financial goals and targets
• Meet delivery objectives through working with other team members within and linked to the department / project
• Resolve operational performance variations and problems and elevate unresolved issues to higher levels
• Deliver personal performance within Human Capital frameworks and policies to ensure delivery to agreed standards and objectives
• Engage in development, coaching and mentoring
• Support transformation through valuing diversity
• Behave in alignment with Afrocentric values
• Ensure appropriate, active and informative relationships with customers and relevant stakeholders are successfully achieved
• Address customer or stakeholder complaints in alignment with the policies and procedures and ensuring customer / stakeholder buy-in.
• Educate stakeholders on benefits, internal processes, and scheme rules
• Compile and distribute weekly, monthly, and ad hoc reports as well as surveys accurately and on time
• Monitor turnaround times and quality standards; resolve service issues quickly to enhance client experience
• Identify opportunities to improve client service, operational effectiveness, and fair treatment
• Provide input into business process enhancements, governance practices, and risk identification
• Escalate unresolved policy or compliance concerns through the appropriate channels
• Share specialist knowledge and provide guidance to colleagues to support service excellence
• Stay informed about industry trends and develop expertise in the area of specialisation
• Support change initiatives and contribute to innovation by sharing new ideas and process improvements
• Take ownership of personal career development and maintain a high standard of work productivity and quality
• Driver's license essential
• Must have a car
• Knowledge of relevant legislation and regulations
• Health Care Industry
• Knowledge of processes and procedures
• Knowledge of scheme rules and products
• Strong written and verbal communication skills
• Customer Focus
• Systems knowledge and application
• Systems, software, tools and related technology understanding
• Problem solving and decision making skills
• Attention to Accuracy and Detail

Responsibilities

• Follow procedures and cooperate with peers and leader for best possible service delivery
• Maintain compliance with legal and regulatory standards
• Contribute to cost savings within the department
• Meet delivery objectives with team
• Resolve operational performance issues and escalate as needed
• Deliver onsite client support and resolve queries at first contact
• Educate stakeholders on benefits, internal processes, and scheme rules
• Compile and distribute weekly, monthly, and ad hoc reports as well as surveys accurately and on time
• Track, manage, and close queries to improve processes and service delivery
• Liaise with members, unions, payroll, billing, membership teams for issue resolution and feedback

Skills

Strong written and verbalcommunication

Customer Focus

Relevant systems knowledge

Systems and tools understanding

Problem solving and decision making

Attention to accuracy and detail

Education

Matric essential

Diploma in Business Management

Clinical or related field advantageous

Job description

Client Liaison Consultant- 6 Months FTC

Position Purpose

The Client Liaison Consultant is an onsite role responsible for providing direct, face to face support to clients, resolving queries at first contact wherever possible, and ensuring a positive service experience. The role builds and maintains strong client and stakeholder relationships, delivers consistently on service level agreements, and drives continuous improvement in service quality and fair client treatment within the designated operational environment.

Experience

3 - 5 years experience including:

Health Industry experience, Quality Assurance, Customer Servicing, Reporting and Trending.

Qualifications

Matric essential, Diploma in Business Management, Clinical or related field advantageous.

Client service delivery and quality

• Follow procedures and cooperate with peers and leader for best possible service delivery

Compliance and Risk Management

• Defined legal, statutory and regulatory compliance is maintained at the required standards
• Operational risk and governance structures, measures and frameworks are complied with and necessary action is taken to address issues, when necessary

Financial Management

• Contribute to cost savings within the department to assist with financial goals and targets

Operating Model

• Meet delivery objectives through working with other team members within and linked to the department / project
• Resolve operational performance variations and problems and elevate unresolved issues to higher levels
• Ensure delivery targets/objectives are met and operate in a supportive manner to achieve successful delivery

Operational Implementation of Strategy

• Keep up to date with operational changes implemented in response to important external influences
• Deliver in a manner that supports and meets operational quality standards and meets the defined departmental priorities
• Perform according to defined operational best practice and identify and implement opportunities for continuous delivery improvement

Operational Leadership

• Deliver personal performance within Human Capital frameworks and policies to ensure delivery to agreed standards and objectives
• Engage in development, coaching and mentoring
• Support transformation through valuing diversity
• Behave in alignment with the Afrocentric values

Stakeholder Management

• Ensure appropriate, active and informative relationships with customers and relevant stakeholders are successfully achieved
• Address customer or stakeholder complaints in alignment with the policies and procedures and ensuring customer / stakeholder buy-in.

Generic Objectives

Client Support and Query Resolution

• Resolve client queries face to face on site and within agreed service level timelines.
• Track, manage, and close queries accurately, ensuring they are used to improve processes and service delivery.
• Assist clients with onboarding, membership updates, and changes, ensuring all updates are submitted for processing timeously.
• Liaise with members, unions, payroll, billing, membership teams, and service providers to resolve account or membership related issues and provide timely feedback.

Relationship Management

• Build and maintain strong relationships with clients and key internal and external stakeholders.
• Manage client expectations by delivering consistently on service level agreements.
• Promote a culture of constructive engagement, feedback, and exceptional client service.

Education, communication and reporting

• Conduct onsite presentations and client engagements to educate stakeholders on benefits, internal processes, and scheme rules.
• Compile and distribute weekly, monthly, and ad hoc reports as well as surveys accurately and on time.

Service Delivery and Continuous improvement

• Monitor turnaround times and quality standards; resolve service issues quickly to enhance client experience.
• Identify opportunities to improve client service, operational effectiveness, and fair treatment.
• Provide input into business process enhancements, governance practices, and risk identification.
• Escalate unresolved policy or compliance concerns through the appropriate channels.

Professional Development and Leadership contribution

• Share specialist knowledge and provide guidance to colleagues to support service excellence.
• Stay informed about industry trends and develop expertise in the area of specialisation.
• Support change initiatives and contribute to innovation by sharing new ideas and process improvements.
• Take ownership of personal career development and maintain a high standard of work productivity and quality.

Position Specific Outputs

• Driver's license essential.
• Must have a car.

Knowledge

• Knowledge and application of relevant legislation and regulations
• Health Care Industry
• Knowledge and application of processes and procedures
• Knowledge and understanding of scheme rules and products

Skill

• Strong written and verbal communication skills
• Customer Focus
• Relevant systems knowledge and application
• Systems, software, tools and related technology understanding
• Problem solving and decision making skills
• Attention to Accuracy and Detail