Complaints Management Specialist - Pretoria Verfied

R 824000 per annum Pretoria, Gauteng Pretoria, Gauteng more than 14 days ago 20-05-2019 5:50:47 PM
15-07-2019 5:50:47 PM
Provision of a quality complaints service for customers by providing a clear and transparent process; 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; 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; To create awareness of the complaints procedures to improve the overall customer relationship between the business and members/healthcare providers; Acknowledging complaints promptly and responding to them within set time limits, systematically and fairly; Ensure the maintenance of related Complaints information systems for accurate record keeping; Initiating and participating in investigations and corrective action arising from complaints; Collaborate with member service, quality assurance, clinical service providers and physician in the investigation of complaints; Ensure the maintenance of current and complete complaint files; Prepares reports to meet regulatory and reporting requirements and for periodic management reviews.

Minimum 3 year Degree or Diploma in Legal/Business Management; 5 – 8 years’ work experience of complaints handling or working in a customer service environment; Must have at least 3 – 5 years’ management experience; Consulting Experience will be beneficial; Analytical Skills; Self-Management; Excellent written and verbal skills