kaelo

• Matric & a recognised tertiary qualification in business/management or call center management diploma is essential
• Clinical qualification/Experience in Healthcare or EAP Industry is preferable

• Have a minimum of 1.5 - 2 years in-bound call centre/operational management leadership role experience
• Have a track record of achieving high levels of efficiency and effectiveness within significant operational environments
• Managed Health Care, EAP and medical/clinical experience will be an added advantage
• Have excellent verbal and written communication skills
• Good presentation skills
• A good command of the English language would be an advantage for this position
• Knowledge of Microsoft Office

• Call center management
• On site counselling management
• Manage day to day operations
• Responsible for recruitment of the area
• Oversee service delivery and ensuring service levels are met and improved on
• Identify areas requiring strategic attention
• Operational planning for the call centers & back office
• General staff management
• Quality Assurance
• Managing Operating Expenses
• Manage 8 – 12 multi-skilled staff members
• Develop, coach & motivate a team of CC agents to excel in performance and service delivery
• Real time management of the call centre - Ensure that the service levels are maintained
• Responsible for doing call and assessments to ensure quality
• Responsible for the performance management of staff
• Manage agent’s incentives
• Identify quality issues and take corrective steps by actioning quality trends
• Escalated queries & call retrievals related to escalated queries
• Monthly KPA's
• Telephone-bill management
• Logging on to queue
• Training – take steps to ensure training is adequate – process and material
• Build the team and identify talent
• AskNelson e-mail queries daily distribution and follow-up on outstanding queries
• Assessment of E-mail queries monthly
• Pulling of reports, filling in and submitting of Overtime sheets
• Weekend & Overtime roster schedules
• Distribution & checking of TI’s Weekend system availability report
• Handle the administrative functions required
• Relationship building with internal clients to achieve objectives
• Able to multitask and meet allocated deadlines daily
• Drive results and solutions through the team
• Managing ad hoc projects.
• Generate and sign off monthly and bi-annual client reports
• Meetings with clients where necessary

• Analytical thinking and decision making
• Business and commercial awareness
• Strategic and forward thinking
• Influencing and persuading
• Motivating others
• Driving results through others
• Initiative
• Customer focus
• Quality orientation
• Self Control
• Flexibility

• Prepare datasets, analyse and report customer events – sales, withdrawals, retainers
• Identify & analyse trends on Dashboard reports
• Build variance thresholds and identify all anomalies and exceptions for more comprehensive analyses
• Generate & update profiles (demographic, revenue & tenure, etc) of the subscriber base by product/ service usage, wellness events
• Analyse current wellness programs to develop profiles, revenue per customer and the effect of the program on product penetration
• Assist the CRM operations and CRM loyalty teams with any ad hoc queries on the program
• Assist in the preparation of datasets for customer insights analyses as and when requested. Ensure data integrity issues are escalated with the data capture team
• Distill key insights generated on all analyses and queries and summarise it for monthly reports
• A consolidated monthly dashboard must be created and made available at a monthly frequency
• Ensuring MIS data is available to users at all times, ensuring highest service levels to all key stakeholders
• Assistance with data clean up and integrity issues – ensuring mandatory checks are in place.

• Analytical/Numerate individual
• Microsoft Excel knowledge essential (Advanced)
• Microsoft Access knowledge essential (Intermediate - Advanced)
• SQL
• Microsoft SQL Server knowledge advantageous
• Microsoft SharePoint knowledge advantageous
• VBA knowledge advantageous
• Microsoft Certified Database Administrator (MCDBA) advantageous
• Microsoft Certified Technology Specialist (MCTS)
• Application Development - advantageous

• Monitor, interpret and provide required information on monthly reports Contacting new clients telephonically daily
• Contacting and managing existing clients as per follow up calendar
• Dealing with clients that call us directly
• Manning the helpline services
• Monitoring the provision of healthcare services to patients on the Disease Management programme
• Providing case management to clients that have chronic conditions e.g. Diabetes, Hypertension, elevated Cholesterol ,elevated BMI and HIV
• Maintaining individual patient files and ensuring accurate capturing of clinical data
• Ensuring data is updated and on the system
• Ensuring confidentiality
• Ensuring data integrity
• Ensuring that quality and comprehensive information is given to our clients
• Intervene in accordance with prescribed clinical guidelines
• Providing reports on all cases
• Providing feedback regarding issues that might be experienced when dealing with a company
• Updating the CRM’s regarding issues
• Following up if client has been allocated to you but no information is received to manage the patient
• Assisting with training when there is a requirement
• Assisting with updating the clinical protocol
• Ensuring that we are kept updated with the latest information regarding the conditions by using the internet, allocated sites
• Communicating and interacting directly with potential and enrolled members
• Advise on lifestyle issues e.g. dietary modifications
• Provide psycho social support

• Highly developed communication skills
• Well-spoken and excellent listening skills
• Strong customer focus
• Assertive
• Committed
• Problem-solving skills
• Receptive to client complaints and queries
• Professional in all aspects of the position
• Accuracy and attention to detail
• Self motivated and diplomatic
• Pro-active and innovative
• Able to prioritize
• Very organized, positive, reliable and analytical
• Able to work in a team
• High stress tolerance
• Flexible

• Must be aware of personal values, needs, interests, competencies and behaviors and the possible effect on others
• Must be friendly, approachable and caring
• Must take responsibility and ownership for the work undertaken
• Must be reliable and committed to the company as well as to the position
• Self-motivated, enthusiastic and willingness to learn
• Flexibility to change
• A Team Player

• Computer literate, Microsoft, word, excel and PowerPoint
• Negotiation skills
• Communication skills
• Interpersonal skills

• Recruit, train and manage a team of full time staff
• Recruit, train and manage a large team of part time staff
• National stock management
• National quality adherence for staff and event roll out
• Internal client interaction and integration of client expectations into the product
• External client interaction
• Executive medical division management
  • Recruitment, training and management of the Executive Medical Team including medical doctors
• Product development and integration
• Assessment of staff and events
• Reporting on events to clients
• Internal reporting on events
• Representation on the Kaelo Operations Manco

• Highly developed communication skills
• Well-spoken and excellent listening skills
• Strong managerial skills
• Strong organizational abilities
• Pragmatic and solution focused
• Strong customer focus
• Assertive
• Committed
• Problem-solving skills
• Receptive to client complaints and queries
• Professional in all aspects of the position
• Accuracy and attention to detail
• Self motivated and diplomatic
• Pro-active and innovative
• Able to prioritize
• Very organized, positive, reliable and analytical
• Able to work in a team
• High stress tolerance
• Flexible

• Must be aware of personal values, needs, interests, competencies and behaviors and the possible effect on others
• Must be friendly, approachable and caring
• Must take responsibility and ownership for the work undertaken
• Must be reliable and committed to the company as well as to the position
• Self-motivated, enthusiastic and willingness to learn
• Flexibility to change
• A Team Player

• Computer literate, Microsoft, word, excel and PowerPoint
• Managerial skills
• Negotiation skills
• Communication skills
• Interpersonal skills

• Recruit, train and manage a team of full time staff
• Recruit, train and manage a large team of part time staff
• National data management
• National quality adherence for staff
• National quality adherence for data
• Internal client interaction and integration of client expectations into the product
• Capture tool development and capture tools improvement
• Capture process management
• Post capture filing of documents and management thereof
• Assessment of staff
• Reporting

• Highly developed communication skills
• Well-spoken and excellent listening skills
• Strong managerial skills
• Strong organizational abilities
• Pragmatic and solution focused
• Strong customer focus
• Assertive
• Committed
• Problem-solving skills
• Receptive to client complaints and queries
• Professional in all aspects of the position
• Accuracy and attention to detail
• Self motivated and diplomatic
• Pro-active and innovative
• Able to prioritize
• Very organized, positive, reliable and analytical
• Able to work in a team
• High stress tolerance
• Flexible

•  Must be aware of personal values, needs, interests, competencies and behaviors and the possible effect on others
• Must be friendly, approachable and caring
• Must take responsibility and ownership for the work undertaken
• Must be reliable and committed to the company as well as to the position
• Self-motivated, enthusiastic and willingness to learn
• Flexibility to change
• A Team Player

• Computer literate, Microsoft, word, excel and PowerPoint
• Managerial skills
• Negotiation skills
• Communication skills
• Interpersonal skills

• To co-ordinate and manage diagnostic events including screening tests for chronic diseases and HIV in PE and surrounding areas of the Eastern Cape (e.g. East London, Queenstown)
• To manage the PE ‘office’ and do general office admin, stock checks etc.
• To recruit, train and manage staff to work at events in accordance with Kaelo and Discovery guidelines
• To manage relationships with Kaelo clients and Discovery Corporate Health Managers
• Data Capturing in the PE Office

• Must be aware of personal values, needs, interests, competencies and behaviors and the possible effect on others
• Being organized
• Self motivated
• Good with people
• Efficient

• To deal with clients (internal and external) on a highly professional level both telephonically and face to face
• To provide administrative support and services to the Kaelo Team
• Answer the telephone and take down messages- all messages must be communicated immediately to the person (preferably via e-mail)
• All admin related queries
• Logging of all faulty equipment example, printers
  • Making sure that Kaelo staff are informed that the equipment is not working
• Making sure that we have paper for the printers
• Kaelo filling and archiving
• Employee files - making sure that all new staff has an employee file on the first day
• Access codes to the printers. Training for all new staff on paper saving options
• Coordinating of office standardised documents, e.g. leave forms
• Updating the telephone list
• General office administration, binding, laminating, printing of documentation eg tender documents, peer education
• Arranging parking for visitors
• Arranging refreshments for visitors when necessary
• Setting up of meetings: Room bookings, TCB, Set up, preparation of documents
• Preparation of agenda's, minutes and distribution
• Deal with escalated queries the same day, both internal and external
• Updating organogram, visio and excel
• General letter and fax correspondence
• Logging of TI & Building services calls
• Assist with function & event co- ordination
• General assistance to Office Manager

• Professional
• Well groomed
• Self motivated and pro-active
• Initiative
• Excellent verbal and written communication skills
• Ability to prioritise and plan
• Attention to detail
• Confidentiality
• Ability to work under pressure
• Good time management
• Deadline conscious and results driven
• People oriented

• Matric - Essential
• Years working experience as a receptionist - Advantage
• Computer knowledge: Word/Excel/Power Point/ Outlook - Essential
• Secretarial/Recptionist Diploma - Advantage

• To be multi-skilled but with a primary skill in: Kaelo Healthline – Health advice, counseling and emergency line
• This position is for work in a 24 hour call centre and as such:
  • The suitable candidate will be required but not limited to work an 8½ hour shift between 07:00 – 19:00 Mondays to Fridays
  • Willing to work 1 – 2 Saturdays, Sundays and Public Holidays per month – Half day and/or full day options between 07:00 – 19:00
  • Willing to work a 12 hour nightshift between the hours of 19:00 and 07:00 (Only when required)
• Working hours may be changed or extended depending on business needs
• Have their own transport or are able to arrange their own transport home at these hours

• Applicant must be a registered professional nurse. Additional degree and or diploma courses will be advantageous (e.g. psychiatric, community, occupational, primary health)
• Professional indemnity through union/insurer of choice and proof of registration with SA Nursing Council
• Previous call centre experience will be advantageous
• Experience in Health Care Industry will be of an advantage
• Essential – MS Outlook/Outlook Express and MS Word – intermediate level
• Experience in customer services
• Have excellent numeric and verbal ability
• Have excellent verbal skills
• A good command of English language would be a distinct advantage for this position
• Are bilingual
• Afrikaans, isiZulu, SeSotho, SeTswana preferable as second language/s

• Answering inbound calls timeously
• Dealing with all queries through to resolution
• Calling members back to supply feedback on queries
• Maintaining accurate details of all queries
• Data capturing
• Coordinating own and team’s admin
• Relevant telephone skills are critical and include verbal communication and effective listening skills
• Good writing skills
• Telephone counseling skills
• Ability to work in a team and to contribute creatively and analytically
• Ability to work shifts, including weekends and night duty when necessary
• Strong customer focus and willingness to walk the extra mile when appropriate
• Trustworthiness with respect to client and company confidentiality
• Ability to work under high pressure
• Ability to plan and schedule workload in order to meet set targets
• Basic typing and computer skills are relevant to the position
• Fully bilingual
• Previous experience of Healthwise Knowledge Base an advantage
• Ability to work in a highly monitored environment essential

• Must be aware of personal values, needs, interests, competencies and behaviors and the possible effect on others
• Must be friendly, approachable and caring
• Must take responsibility and ownership for the work undertaken
• Must be reliable and committed to the company as well as to the position
• Self-motivated, enthusiastic and willingness to learn
• Flexibility to change
• A Team Player

Interested applicants should submit their CV and Covering Letter to  Dr. Tony Karpelowsky via email to tony@kaelo.co.za or via fax at 086 634 8927. Only candidates being selected for an interview will be contacted.

• Manage Accounts and overlook the CRM offering, reporting to the relevant Senior CRM or MD
• Strategy – Develop long and short term strategies for our Clients and ensure the follow-through of those strategies in tactical projects
• Client Management and Relationship Building
• Existing Client Development – Develop and present initiatives to current Clients
• New Business - Participate in pitches, develop further business within client base.

• Manage a portfolio of Clients in accordance with the agreed Service Level Agreement
• Develop Retention, and Growth strategies for our Client’s comprehensive CRM program
• Develop and maintain Client communication – Welcome letters, desk drops, EAP material, Newsletters, etc
• Track, measure and evaluate the effectiveness of existing CRM processes via a weekly dashboard
• Review database reports, and submit recommendations
• Work with the client in accordance with the Service Level Agreement and ensure that all planned services are delivered and administered in terms of the Client requirements
• Ensure that all other business units tie in with Kaelo’s company objectives and KPA’s
• Manage and strengthen the relationship with our Client’s
• Ensure that all events are planned effectively with regard to EAP launches, Screening events, etc
• Ensure all events are monitored in accordance with budgets
• Liaise with the necessary Occupational Health clinics (where necessary)
• Document all meetings and ensure client receives feedback within agreed upon turn-around times
• Develop pro-active initiatives that improve our Client’s business and efficiencies within Kaelo
• Must be able to work under pressure, adhere to strict deadlines, pay attention to detail, have a sense or urgency and be a team player
• Candidate must be able to adapt to change and find innovative ways to improve processes, compile reports and presentations
• Candidate must be able to conduct presentations to EXCO and manage questions pertaining to all areas of the business
• Maintain business relationships with external and internal suppliers

• Medical Doctor
• Analysis & interpretation of lung function
• Analysis & interpretation of ECGs
• Knowledge of Microsoft Office applications
• Strong written and verbal communications
• Report writing

• Strong interpersonal skills
• Professionalism (ability to liaise with senior corporate executives)
• Ability to maintain high levels of confidentiality