Member Consultant: Healthcare | Stellenbosch

Job description

• This job description outlines the responsibilities, requirements, and expectations for existing staff in the role of Member Consultant: Healthcare. The purpose of this document is to reinforce the scope of the position and ensure alignment with operational needs, particularly with respect to client servicing and travel requirements.

Job Overview

• The Member Consultant: Healthcare is responsible for the day-to-day, on-site servicing and administration of healthcare employer groups. Under the guidance of the Healthcare Account Executive, this role requires active engagement with client HR departments and employees through face-to-face consultations.
• The consultant will be involved in advising on healthcare-related products, resolving queries, conducting member training, assisting with billings, and facilitating onboarding and renewals. This role also includes significant travel to client sites, and a reliable vehicle and a valid driver's license is essential.

Responsibilities

Member Support

• Resolve day-to-day member queries within SLA for assigned employer groups.
• Respond timeously to client enquiries, escalating complex matters to the Account Executive.
• Facilitate onboarding for new employees, including plan selection guidance.
• Provide face-to-face query resolution to HR/Payroll and members.
• Deliver client induction presentations and renewal training.
• Assist in developing and rolling out healthcare strategies under guidance.
• Manage relationships between clients and healthcare providers.
• Present products and updates to members and HR groups.
• Support healthcare project rollouts and identify cross-selling opportunities.
• Serve as back-up to other consultants when required.

Administrative and Policy Support

• Maintain accurate and compliant client records.
• Track policy amendments, claims, applications, and coverage changes.
• Monitor the implementation and administration of group healthcare plans.
• Schedule meetings, wellness days, and client presentations.
• Ensure accurate data capture and effective documentation on all admin systems.

Client Relationship Management

• Serve as a key contact point for clients and third-party providers.
• Build trusted relationships with HR/Payroll and assist with their queries including billing and scheme benefits.
• Provide training to HR on internal procedures and processes.

Compliance and Regulatory Oversight

• Ensure compliance with FAIS, POPIA, and the Medical Schemes Act.
• Maintain "fit and proper" status and complete CPD in a timely manner.
• Use the approved ROA and ensure it is shared in compliance with regulations.
• Attend training sessions to stay updated with industry knowledge.
• Offer and explain complimentary products such as gap cover where applicable.

Reporting and Risk Management

• Keep updated and secure records in line with confidentiality protocols.
• Alert the Account Executive or Senior Management to any client risks.
• Generate relevant reports on client activities and queries.

Minimum requirements

• Grade 12/Matric
• NQF5 qualification and RE5
• 3–5 years of relevant experience in healthcare/medical aid within financial services.
• Proficient in English and at least one other official South African language.
• Computer literate MS Office
• Valid driver's license and own reliable vehicle non-negotiable.

Competencies Required

• Strong organisational and multitasking abilities.
• Effective presentation and communication skills.
• Attention to detail and discretion in handling sensitive information.
• Ability to work independently and manage time effectively.
• In-depth knowledge of healthcare benefits, medical schemes, and industry legislation.
• Proficiency in the MS Office Suite Word, Excel, Outlook, and PowerPoint, with advanced Excel skills, including the use of VLOOKUP/XLOOKUP functions, Pivot Tables, data analysis, and reporting.

Closing date: 03-Sept-2026