Client Service Officer (External)

SUMMARY:
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POSITION INFO:

The Client Service Officer (CSO) are required to establish good relationships with the company’s current client base. You will act as the middle person between the Company and our client and are responsible to resolve any queries and issues that arise to ensure that our client is satisfied with our service, provide regular training, improve communications, and generally ensure that the relationship is as beneficial as possible.

Requirements:

a Minimum of 2 years’ experience externally in medical practice administration

Valid Driver’s License is essential

Matric is essential

Aptitude for numbers/accounting – preferably debtors or creditors experience

Must be PC literate – intermediate to advanced knowledge of Word and Excel

Ability to work in a team environment

Ability to accurately process large volumes of paperwork

Deadline driven individual able to perform under high pressure

Flexible to adapt to changes in daily routine on short notice

Excellent telephonic and interpersonal communication skills

Ability to establish and maintain excellent client relationships

Able to read, write and speak in English.

Key Performance Areas:

Responsible to manage and maintain our relationship with clients (Telephonically & Face to Face - Client Visits).

Expected to maintain a professional image of the Company at the client’s offices and should ensure that their conduct is always in line with such a professional image.

Ensure regular visits to the client (directly) to ensure that the client is submitting in accordance with the Pre-Funding and/or Administration Agreements.

Ensuring that you assist the client where need to reduce the number of outstanding queries.

Ensure that constant contact is maintained with the practice regarding outstanding queries.

Monitor the level of client loyalty to the Company providing effective feedback where the clients have become dissatisfied with the services.

Communicate any new leads of potential clients that are interested in our services to the Sales Representative

Provide training to new clients and ensure that the client experience a smooth onboarding process

Provide training to clients in respect of the IOD claim as well as any disciplinary requirements.

Changes in rules and regulations must be promptly communicated to the clients.

Provide general support to clients in respect of IOD queries and completion of documents.

Provide regular training to current clients to ensure that unnecessary queries are reduced.

Provide system training to clients in terms of new development and enhancements

Ensure that all submissions (banking or accounts related) are delivered promptly to the payor allocated to you.

Ensure that relevant feedback received from payor is captured on database and communicated to the responsible person at Head office

Discuss outstanding accounts and payment methods as instructed by head office.

The Client Service Officer needs to ensure that their weekly planning is timeously submitted to Supervisors to be able to communicate any topics of concern before visit to MSP.

The CSO is responsible to ensure that visits to their service providers are completed as outlined in the CSO protocol.

Ensure that your weekly report feedback is captured onto the relevant database and submitted.

Ensure that the relevant notice is provided to head office if the client changes his/her address, administration contact person, banking details, legal entity, etc.

Expense claims and travel reports must be submitted correctly and timeously.

Consult with the relevant Supervisor if you are not sure about elements regarding the documentation or query list

Carry out any instructions from Supervisor with regards to clients or payors promptly and effectively

Monitor and report back on all processing issues you might become aware of

Constant communication is required between CSO and Supervisor to ensure effective plans of actions, progress and barriers are discussed.

From time to time the CSO Co-Ordinator will assign projects for completion. 

The successful candidate will be required to work from home (based in Johannesburg) and will be required to travel extensively in Gauteng and surrounding regions.  A company car is provided.  In addition, occasional travel to our Head Office in Port Elizabeth is required to attend training and/or conferences.