The successful incumbent will operate within the Healthy Company Care operational area and will be responsible for the management and care of all dimensions of employee wellbeing including counselling, advice, coaching and onward referrals to psychologists, financial coaches and legal experts if required.
Coaches will be required to assist with acute episode management and ongoing support of employees enrolled in the programme.
Areas of responsibility may include but not limited to : The successful applicant will be responsible for but not limited to the following job functions :
To proactively develop relationships with employees by making an effort to understand their needs, anticipate and provide solutions to their needs and giving high priority to customer satisfaction.
To provide telephonic counselling, coaching and support to employees, their dependents and managers by tracking their engagement within the programme and facilitating appropriate referrals where required.
To provide face-to-face counselling and support to employees and their dependents in cases of trauma.
To proactively engage with high risk employees through the various channels (calls, chat, face-to-face sessions and onward referrals) to lower their risk over time.
To document all member interactions as well as to ensure that all records are accurate and up-to-date.
Meeting performance targets for speed, efficiency and quality.
Liaising with third parties to gather information and resolve issues timeously.
To identify opportunities to offer information and make suggestions based on an employee’s needs.
To aim for first time query resolution (telephonic, e-mail, letter) of escalated complaints from internal and external clients.
To prioritize the work pool and ensure all designated tasks are completed within designated turnaround times.
To provide compassionate and other process support to members and their respective families in extreme circumstances.
To ensure continuity of care for the employee and their dependents through follow-up interactions.
Establish and maintain relationships at all levels with external partners and internal departments to facilitate expeditious resolution of queries.
Identify and propose solutions to processes and service related failures. Knowledge and Skills :
Presentation and reporting skills
Excellent written communication skills
Ability to work under tight deadlines an d pressure
Problem solving by identifying key issues and relationships Education and Experience : The following requirements are essential :
Bachelor of Social Work or Registered nursing degree or Honours degree in Psychology
Relevant membership with the South African Nursing Council (SANC) or South African Council for Social Service Professions (SACSSP) or Health Professions Council of South Africa (HPCSA) where required
MS Office Suite with Intermediate Excel abilities
Minimum of 3 years counselling experience
Experience in face-to-face or telephonic emergency and trauma counselling and / or HIV counselling
Experience in family counselling and / or marital counselling and / or suicide management and / or stress management and / or abuse and / or adoption and / or IR matters
Minimum of 5 years formal work experience The following requirements will be advantageous :
1-2 year’s exposure to Discovery Health clinical environment preferable
Knowledge about existing employee assistance programme services an d / or experience in provision of EAP services