Lifestyle Clinical Consultant

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.

• Provide counselling, coaching and guidance related to the unique challenges faced by the client
• Schedule follow up counselling appointments with the client in order to provide continued counselling and support
• Manage longer term telephonic counselling cases referred by the inbound EAP team

• Have the ability to refer the client to other support structures with the aim of holistic support

• Log case notes on all interactions with clients on the applicable systems
• Accurate and proficient administration

• Ensure all quality measures and feedback are adhered to
• Telephonic quality measures are met and continuously improve interactions and processes

• Minimum of 5 years Employee Assistance Programmes experience
• Minimum 5 years counselling experience

• Telephonic counselling experience

• Qualified social worker, psychologist or registered counsellor
• 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
• Good data entry and typing skills
• Knowledge of administration skills and processes

Some experience in a call centre or customer service environment

• Accountability
• Action orientated
• Collaborative
• Communication
• Business writing skills
• Manage complexity
• Problem solving skills
• Decision thinking
• Encourages engagement
• Resilient and adaptive
• Resourceful
• Demonstrates self-awareness
• Purpose driven
• Significance and values orientated