Complaints Management Officer - 6 months contract


in Pretoria, Gauteng
created 3 weeks ago
Expires 18 Dec
viewed 2
Salary: will discuss
Complaints Management Officer - 6 months contract – Medical Scheme - Pretoria The Complaints Management Specialist will report directly to the Senior Manager: Complaints Management and forms part of the Office of the Principal Officer Division.
Key Performance Areas (KPAs): ü Provision of a quality complaints service for customers by providing a clear and transparent process; ü Handling complaints effectively and supporting the Senior Manager: Complaints Management to find resolution for Members and/or healthcare providers who are dissatisfied with the service received from the organisation; ü Raising awareness of best practice in complaints handling across the Scheme through training programmes and a toolkit on the Intranet as well as other mediums; ü To create awareness of the Scheme’s complaints procedures to improve the overall customer relationship between the organisation and members/healthcare providers; ü Acknowledging complaints promptly and responding to them within set time limits, systematically and fairly; ü Ensure the maintenance of related Complaints information systems for accurate record keeping; ü Initiating and participating in investigations and corrective action arising from complaints; ü Collaborate with member service, quality assurance, clinical service providers and physician in the investigation of complaints; ü Ensure the maintenance of current and complete complaint files; ü Prepares reports to meet regulatory and reporting requirements and for periodic management reviews; ü Ensure the service operates within cost efficiency; ü Design and report on the Scheme’s critical complaints measures; ü Participate and where applicable in the organisation’s Service Provider Network Forums, quarterly strategy monitoring and review forum; ü Understanding of policy environment and experience of forming policy-oriented relationships; ü Support the Senior Manager with requests for information as well as the resolution of Council of Medical Scheme complaints; and ü Produce statistical reports for senior management on complaints received, performance in handling and resolution thereof.
Qualification requirements are: ü Minimum 3 year Degree or Diploma in Legal/Business Management ü 5 – 8 years’ work experience of complaints handling or working in a customer service environment ü Must have at least 3 – 5 years’ management experience ü Consulting Experience will be beneficial ü Information gathering, research and analysis ü Producing performance statistics ü Analytical Skills / Self-Management / Excellent written and verbal skills ü Good reporting skills / High attention to detail ü First class interpersonal skills, able to communicate with a wide range of people ü Ethical focus on treating customers fairly ü Courteous yet assertive / Trustworthy and reliable / Organised and methodical ü Respect for customer and business confidentiality ü Have the ability to work well as part of a team ü Be computer literate on advanced level ü Self-motivated and pro-active with strong leadership qualities ü Have Strong negotiation skills and Deductive reasoning ü have resilient pressure management abilities ü Hands-on experience project studies and implementation ü Must be in possession of a valid driver’s license and own vehicle and be willing to travel at short notice Please upload your CV here Read More...
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