Medical Scheme Member Liaison Officer

Together with our client in Pretoria, we are recruiting for a Member Liaison Officer. The Ideal Candidate needs to have at least 2 years of experience in Marketing, Customer Service or Wellness Management at a medical scheme and holds an NQF Level 7 qualification in Marketing / Communication / Business Administration

Duties and Responsibilities

Member service excellence

• Analyses member data to identify and address gaps in member service processes;
• Engages members to address service and administrative issues;
• Facilitates member understanding of products, benefits, healthcare providers for seamless access to the clients services;
• Facilitates effective query resolution by acting as a liaison between members and Administrator, MCO, and SAPS on escalated issues; and continuous improvement
• Member communication
• Executes communication per member communication plan for designated areas;
• Undertakes education campaigns on scheme processes, products, benefits, healthcare provision, wellness, and preventative benefits; and
• Reports on the performance of member communication to ensure effectiveness and continuous improvement.

Health Promotion

• Analyses data and generates insights on key health trends impacting on members in designated regions;
• Delivers health promotion campaigns for designated areas - including peer education, information dissemination, targeted events, and initiatives;
• Mobilises support from key stakeholders to improve uptake of health promotion interventions for improvement of member health outcomes; and
• Supports delivery of wellness interventions through events and activations in specific regions.

Stakeholder Management

• Develops effective stakeholder relationships with SAPS management in designated areas for effective execution of member experience and health outcomes improvement;
• Builds operational networks with SAPS management at all levels in the province to enable implementation of member communication and health promotion initiatives;
• Creates strong relationships with Administrator and MCO team to improve member experience and expedite issue resolution;
• Is visible to all the clients members in designated regions through various engagement platforms;
• Develops and implements an effective stakeholder engagement plan; and
• Provide regular feedback on progress and highlight or escalate snags and problems immediately as they occur.

Compliance and Governance

• Executes in adherence to all relevant regulatory and business practices;
• Active risk management by applying and promoting a culture of ongoing detection and resolution of Statutory, Regulatory Compliance breaches;
• Execute all Internal Audit exceptions and ensure the implementation of preventative measures in the unit;
• Drive the resolution management of the identified Internal Audit risks; and
• Contributes to a high-performance corporate culture that promotes ethical practices and encourages individual integrity, accountability, and social responsibility.

Culture: Live and exemplify the client’s values

Skills and Competencies

• Customer service awareness and trend analysis
• Strong administration
• Interpersonal skills
• Awareness of sensitivities of different stakeholders
• Ability to work well in a multi-cultural environment
• Collaboration
• Coaching / facilitation
• Analytical skills
• Business Report Writing, communication and presentation skills
• Problem-solving skills (potential conflicting priorities)
• Organisational skills (planning, work-prioritization, time-management, etc)
• Diplomatic (creating win-win solutions)
• Results and performance-driven

Required Minimum Qualifications

• NQF Level 7 qualification in Marketing / Communication / Business Administration (specialisation in marketing / public relations / customer relationship management or customer service)
• Coaching, Facilitator or Train-the-trainer certification; and Wellness, Stress management, nutrition, fitness, and mental-emotional wellbeing training as an added advantage
• 2 years’ experience in Marketing, Customer Service, or Wellness Management at medical schemes
• Demonstrate deep knowledge of customer care, communication, or wellness

Salary: Market Related

Benefits: Medical Aid, Provident and Pension Fund

Only candidates who meet all the requirements stipulated in this advert, will be considered. If you don’t receive feedback from us within 2 weeks of your application, please consider your application as unsuccessful.

To apply please send your CV and supporting documents to with REF: Member Liaison

Closing date: 25 March 2022