Employee Assistance Programme Administrator MMH260414-3

Momentum; Cape Town; On-site; ZAR 180,000 - 240,000; Full time

Job summary

Momentum in Cape Town seeks an administrative assistant for the Employee Assistance Programme Care Centre. You will help ensure service levels and efficient case management, supporting case managers, coordinating follow-ups and documenting activities.

Strong MS 365 (Excel) skills and SACSSP-registered or Social Auxiliary Worker status are required. Responsibilities include liaising with stakeholders, keeping precise records, processing invoices, and providing excellent client service while

Qualifications

• National Senior Certificate is required for eligibility.
• Recent Social Work graduate or registered Social Auxiliary Worker with SACSSP.
• MS 365 proficiency, particularly Excel, is required.

Responsibilities

• Provide support to case managers and liaise with stakeholders for follow-ups.
• Liaise with affiliates for updates on referred cases.
• Ensure fair distribution of work in allocation inboxes.
• Keep accurate records of appointments, calls, referrals, and plans.
• Process affiliate invoices within required timeframes.
• Respond to after-hours and weekend crisis calls when necessary.
• Build and maintain relationships with clients and stakeholders.
• Deliver on service level agreements and monitor client service quality.
• Identify opportunities to improve processes and client service delivery.

Skills

MS 365 proficiency

Excel

Education

National Senior Certificate

Tools

MS 365

Job description

Role Purpose

To ensure administrative functions within the Employee Assistance Programme Care Centre are completed within service level agreements, resulting in cases being managed efficiently.

Requirements

• National Senior Certificate
• The incumbent must meet one of the following criteria:
• A recent Social Work graduate (no prior experience required); or
• A registered Social Auxiliary Worker with:
• Valid registration with the South African Council for Social Service Professions (SACSSP)
• Completed Social Auxiliary Work training
• A minimum of 2 years’ experience as a Social Auxiliary Worker
• MS 365 Proficiency, particularly Excel

Duties and Responsibilities

PROCESS

• Provide 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.
• Liaise 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 client’s interaction with the team.
• Accurately capture and process affiliate invoices within the required timeframes.
• Respond to after hours and weekend crisis calls for assistance when necessary.

CLIENT

• 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.
• 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.
• Manage client query processes and ensure that queries are tracked, accurately resolved and used as a mechanism to improve client service and business processes.

PEOPLE

• 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.

FINANCE

• 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.

As an applicant, please verify the legitimacy of this job advert on our company career page.-346021296