Job Description

About Kaelo

Kaelo provides essential healthcare solutions ensuring the physical and psychosocial wellbeing of all South Africans towards lasting social change. Kaelo meets the Healthcare needs of Corporate and Retail clients across South Africa – products offerings include Medical Insurance, Medical Aid, Gap Insurance, Kaelo Money and employee assistance programmes.

EAP Case Manager Job Purpose

Provide quality telephonic counselling to Kaelo EAP clients, including employees and managers.

EAP Case Manager Job Duties

• Manage cases referred by the inbound EAP team by providing counselling, coaching and guidance related to the unique challenges faced by the client
• Schedule follow-up counselling sessions with the client in order to provide the counselling, support and/or coaching required
• Have the ability to refer the client to other support structures with the aim of holistic support
• Engage client(s) in a comprehensive short-term solution focused counselling intervention
• Log case notes on all interactions with clients on the EAP system.

Education and Experience

• Psychologists, social workers or registered counsellors
• A minimum of 3 years EAP experience
• Registered with the relevant professional body
• Proficient in relevant computer applications
• Required language proficiency
• Knowledge of customer service principles and practices
• Knowledge of call centre telephony and technology
• Some experience in a call centre or customer service environment
• Good data entry and typing skills
• Knowledge of administration and clerical processes.

Key Competencies

• Verbal and written communication skills
• Phone skills
• Listening skills
• Problem analysis and problem solving
• Customer service orientation
• Organizational skills
• Attention to detail
• Adaptability
• Teamwork
• Stress tolerance
• Resilience

Additional Information

PERSONAL ATTRIBUTES : COMPETENCIES

• Accountability
• Communication
• Business writing skills
• Efficient and effective mindset
• Planning and organisation
• Resilient and adaptive
• Self-development
• Significance and values oriented
• Ethical