Complaints Management Officer - Medical Scheme Pretoria in Gauteng - Growthlink Consulting

Growthlink Consulting
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  • Negotiable
  • Province

  • Pretoria, City of Tshwane, Gauteng
  • Description

  • Complaints Management Officer - Medical Scheme - Pretoria
    The Complaints Management Officer will be responsible for the on-going administration, supervision and continuous improvement of internal systems to ensure compliance with complaint handling as well as the reporting requirements
    The Complaints Management Officer will be critical to ensuring the timely completion of assigned activities related to compliance support activities in respect of the Scheme’s complaints management framework to ensure its success both internally and externally. The incumbent will work under the direct supervision of the Senior Manager: Complaints Management in the Office of the Principal Officer.
    This role operates at a mid-management level within the organisation:
     To be an effective communicator and ensure all complaints are acknowledged in a timely manner with members/healthcare providers are kept informed throughout the complaint process.
     To manage the resolution of customer complaints in line with prescribed timelines
     To be the first point of contact for all cross functional member related issues
     To liaise with the Senior Manager on a weekly basis and report on the level of customer complaint resolutions
     To provide complaint trends and communicate lessons learnt to Senior Management so as to ensure the improvement in service levels
     Complaint Management
     Monitoring and Review
     Service Support and Information Analysis
     Reporting
     Technical Expertise, and Application
     Risk and Stakeholder Management
     Staff Management Responsibility
     Minimum 3 year Degree, Diploma or NQF level 6 equivalent and post graduate qualifications
     5 years of previous experience of complaints handling or working in a customer service environment
     Information gathering, research and analysis
     Producing performance statistics
     First class interpersonal skills, able to communicate with a wide range of people
     Ethical focus on treating customers fairly
     Courteous yet assertive
     Trustworthy and reliable
     Organised and methodical
     High attention to detail
     Respect for customer and business confidentiality
     Have the ability to work well as part of a team
     Be computer literate on advanced level
     Self-motivated and pro-active
     Have Strong negotiation skills and Deductive reasoning
     Strong leadership qualities
     Have resilient pressure management abilities
     Hands-on experience project studies and implementation
     Must be in possession of a valid driver’s license and own vehicle and be willing to travel at short notice
     Have an understanding of medical schemes industry

  • Number of vacancies: 1
  • Requirements

  • Minumun level of education: Honours Degree / Post Graduate Certificate /N7
  • Years of experience: 5
  • Language(s): English
  • Availability for travel: Yes
  • Availability for change of residence: No


To see the complete contact information, please click apply now


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Ad summary

  • Complaints Management Officer - Medical Scheme Pretoria in City of Tshwane, Gauteng

  • Recruiter

    Growthlink Consulting
  • Work type

    Full Time

  • Type of contract

    Permanent contract

  • Salary


  • Apply now

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