About the Employer

Rand Water Medical Scheme is nonprofit restricted medical scheme catering specifically for the Rand Water employees and their immediate families. It was founded in 1918 and is registered (registration number 1201) in terms of the Medical Schemes Act 131 of 1998, as amended. The vision of this scheme therefore becomes to be a unique, financially sustainable medical scheme, offering competitive health care services for the well-being of all beneficiaries.

 Purpose of the Role

We are seeking a professional, client-focused and highly organised Client Liaison Officer (CLO) to join our team. The successful candidate will act as the primary interface between the Scheme, Scheme Administrator, members, site HR representatives and internal departments. This role requires strong customer service orientation, excellent communication skills, and the ability to manage multiple stakeholder relationships while maintaining high service standards.

Key Responsibilities

•  Serve as the main point of contact for members, HR representatives and stakeholders
• Manage and resolve client queries via CRM systems
• Accurately escalate claims and correspondence by ensuring all queries are properly recorded, and refer unresolved queries as needed while providing prompt follow-up and feedback
• Conduct site visits, roadshows and stakeholder education sessions
• Provide education on available benefits and benefit enhancements
• Maintain accurate records, registers and reports following site visits
• Compile query statistics, trend analysis and management reports
• Ensure compliance with company policies, procedures and workflow processes
• Manage walk-in clients professionally and efficiently
• Monitor and maintain service quality standards