EOS (Enhanced Operational Services) Coordinator

Overview

This role manages the Enhanced Operational Services (EOS) teams mailbox/allocations and supports onsite counselling clinic affiliate placements and management, along with team-specific administration for the case consultancy department. The position focuses on building positive, enduring relationships with team members and other departments.

Responsibilities

• Manage emails in the team-specific mailbox
• Assign cases from queues and the mailbox
• Manage affiliate placements in conjunction with the Client Success Team
• Handle placements, resignations, and/or terminations of therapists at onsite clinics
• Receive clinic request forms and source affiliates according to the request within the requested TAT
• Create affiliate bios to share with client companies
• Induct and train new onsite therapists on processes and protocols, ensuring they are fully onboarded before they start at the clinic
• Manage arrangements for medical inductions and safety with clients
• Communicate with clients to ensure onsite clinic consultation rooms are ready for onsite affiliates
• Manage affiliate leave/absence
• Open walk-ins
• Allocate all Africa cases (including opening and allocation of Africa managerial cases)
• Open and refer managerial cases received for onsite to affiliates, and allocate to a case manager for further management (including sending acknowledgement to referrers)
• Assist Case Consultancy with Customer Voice (send out and collate feedback)
• Send Newsbytes and routine communications internally and to service providers
• Confirm clinic closure dates for the year-end holiday period and communicate with all stakeholders
• Assist with customer satisfaction surveys as required by the team leader
• Handle ad hoc requests

Requirements

• 5 years or more in an administrative position
• Google proficiency
• Experience monitoring & tracking various processes

Qualifications

• Grade 12, Senior Certificate (Matric)
• An admin qualification would be beneficial
• EAP experience would be beneficial

Skills & Competencies

• Ability to handle pressure and work efficiently in a team
• Takes responsibility and shows initiative
• Customer-focused and innovative
• Computer literate in MS Word, PowerPoint and Excel
• Understand Genesis system
• Meticulous attention to detail
• Strong problem-solving ability
• Agile and adaptable
• Critical thinking
• Team coordination and planning
• Leadership/management skills
• Project management skills

Compensation & Benefits

• Not specified

Location

• Johannesburg, South Africa

Work Schedule & Flexibility

• Standard schedule: Monday to Friday, 8am to 5pm
• Flexibility required: must be available to attend meetings outside standard local working hours to accommodate global clients and teams on occasion

Remote Work Requirements

• While working off-site/remotely, the individual is expected to have reliable backup power supply and a strong, stable Wi-Fi connection as these are essential requirements for effectively performing in a remote capacity.