Employee Assistance Programme Administrator - Centurion, South Africa - Health Solutions
Description
Introduction
- Momentum Health Solutions (MHS), an entity of Momentum Metropolitan Holdings delivers sustainable, integrated health and wellness solutions that meet the needs of clients in the different segments and maximize lifetime client value. We build and maintain a culture of innovation and create value through unique insights of how to achieve specific outcomes by using a defined set of health capabilities.
Role Purpose - The purpose of the Employee Assistance Programme (EAP) Administrator role is to ensure that administrative functions within the Care Centre are completed efficiently and within the applicable service level agreement/s
Requirements:
- A National Senior Certificate is essential
- A relevant tertiary qualification will be advantageous
- Minimum of 3 years proven administrative experience
- At least 2 years' experience in an EAP environment
- Experience working in a call centre environment is advantageous
- Sound knowledge of Microsoft/Office 365
Duties & Responsibilities
- Realtime monitoring of telephone utilisation and liaison with applicable team leader.
- Preparation of monthly telephony schedules and reporting for the teams.
- Followups on abandoned calls and allocation to relevant team for callback.
- Screening and transferring of calls to relevant teams.
- Generate reports on telephony system and assist with trend management.
- Distribution of work that comes into the allocation inboxes or task workflows.
- Accurate record keeping for each item of work completed, including appointments, phone calls, referrals, action plan/revisions and any other significant information affecting the tracking of an allocation.
- Accurate capturing and processing of invoices.
- Responding to afterhours and weekend crisis calls for assistance.
Competencies
- Administrative skills
- Clientfocused
- Deadline and process driven
- Ability to work in a fastpaced environment
- Communication skills (written and verbal)
- Problem solving skills
- Attention to detail
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