The position of Complaints Management Specialist is vacant. The Complaints Management Specialist will report directly to the Senior Manager: Complaints Management and forms part of the Member Service and Experience Division. The position is based at Head Office in Pretoria.
The remuneration package for this position is negotiable based on qualifications and experience.
The Complaints Management Specialist will be required to provide support to the Senior Manager: Complaints Management through the implementation of the following Key Performance Areas (KPAs):
- Provision of a quality complaints service for our customers by providing a clear and transparent process
- Handling complaints effectively and supporting the Senior Manager: Complaints Management to find resolution for Members and/or healthcare providers who are dissatisfied with the service received from the Scheme
- Ensure direct contact with members/healthcare providers who escalate their complaints directly to the Scheme taking initial complaint details, logging details, responding, preparing the draft statement of complaint and provide on ongoing communication updates
- Provision of performance management information and learning outcomes to internal divisional heads and Business Service Units to support them in learning from complaints
- Raising awareness of best practice in complaints handling across the Scheme through training programmes and a toolkit on the Intranet as well as other mediums
- Carrying out complaints training within services and other partners where appropriate
- Providing support to the Senior Manager during absence or heavy workload
Qualification requirements are:
- Minimum 3-year Degree or Diploma in Legal/Business Management
- 5 – 8 years’ work experience of complaints handling or working in a customer service environment
- Consulting Experience will be beneficial
- Analytical Skills
- Self-Management
- Excellent written and verbal skills
- Good reporting skills
- Information gathering, research and analysis
- Producing performance statistics
- First class interpersonal skills, able to communicate with a wide range of people
- Ethical focus on treating customers fairly
- Courteous yet assertive
- Trustworthy and reliable
- Organised and methodical
- High attention to detail
- Respect for customer and business confidentiality
- Have the ability to work well as part of a team
- Be computer literate on advanced level
- Self-motivated and pro-active
- Have Strong negotiation skills and Deductive reasoning
- Strong leadership qualities
- have resilient pressure management abilities
- Hands-on experience project studies and implementation
- Must be in possession of a valid driver’s license and own vehicle and be willing to travel at short notice
- Understanding of the Medical Scheme industry advantageous.
All external candidates, please apply via Career Junction using the following link :
https://www.careerjunction.co.za/companies/35144/government-employees-medical-scheme
The closing date for applications is 22 May 2023. Should you not hear from us by 31 July 2023, please consider your application unsuccessful.
*** GEMS employs people with the highest level of integrity – submission to the appropriate pre-employment assessment is obligatory to be considered for the position.
*** Kindly note that the information provided on application of the position may be shared with a third party for vetting purposes and will be stored by GEMS for a period of 5 years.
*** Kindly note that information is required for Employment Equity Purposes and information gathered is strictly used according to the intended purpose of collection, unless there is a legal need or permission is granted from the applicant themselves to make use of it for other purpose
*** Should you wish to have your information removed from the GEMS database, kindly send a request in writing to jobs@gems.gov.za.
*** GEMS adopts a hybrid work model
***GEMS is guided by the principles of employment equity. Preference will be given to groups who are underrepresented in accordance with GEMS employment equity plan.
The position of ICT Integration Specialist is vacant. The ICT Integration Specialist will report directly to the Senior Manager: Application Development and forms part of the ICT division. The position is based at GEMS Head Office, Pretoria.
The total remuneration package will be will be based on qualifications and experience.
The ICT Integration Specialist will be required to participate in the planning, coordination, and solution development and implementation activities related to the integration of applications and technologies within the organizations application integration environment. Proven communication skills, problem-solving skills, proficiency in programming languages and data structures, and knowledge of integration best practices are critical to successful performance in this role and providing support to the SM: Applications Development through the following KPA’s:
Key Performance Areas (KPAs):
- Develop and maintain services used in application integrations.
- Design integration solutions and document the design in accordance with best practices.
- Work with development teams to architect, design, build, and implement application integrations.
- Develop and maintain data integration components such as SQL queries, stored procedures, data extraction and cleansing, and integration with system front end components.
- Write PL-SQL code to retrieve appropriate data as derived from requirements.
- Build reports and/or data extracts to support business analysis.
- Support development on resolving system defects, acting as liaison in developing solutions.
- Coordinate directly with business analyst to best understand and analyze application integration business specifications.
- Provide technical assistance to troubleshoot and resolve integration errors.
- Assist application software developers and engineers in development of Application Program Interface (APIs) to interact with the application integration environment
- Design, develop, and deploy solutions within the organization’s architectural principles, policies, and guidelines
- Continually develop skills in the integration technologies in place in the AI environment, as well as staying informed on new developments in integration technology.
- Implement audit, logging, and monitoring solutions to provide proactive operational support in the AI environment.
Qualification requirements are:
- National diploma or university degree in the field of computer science, information technology, information systems or relevant degree
- Application Integration Certification is must.
- Experience in Application Integration role is a must.
- Full systems development life cycle experience.
- Minimum of 8 years relevant work experience in Application Architect.
- Certification in Application Integration is a must.
- Systems Development Lifecycle Management is essential. Project Management is an advantage.
- Knowledge of HealthCare Solution is an advantage.
- Competency with XML constructs and schemas.
- Technically fluent in programming languages, including .Net environment/ platform
- Experience with business and technical requirements analysis, business process modeling/mapping and methodology development, and data mapping
- Confidence and experience with API protocols and schemas such as SOAP and REST
All external candidates, please apply via Career Junction using the following link :
https://www.careerjunction.co.za/companies/35144/government-employees-medical-scheme
The closing date for applications is 2 September 2022. Should you not hear from us by 30 November 2022 please consider your application unsuccessful.
*** GEMS employs people with the highest level of integrity – submission to the appropriate pre-employment assessment is obligatory to be considered for the position.
*** Information is required for Employment Equity purposes.
*** Kindly note that the information provided on application of the position may be shared with a third party for vetting purposes and will be stored by GEMS for a period of 5 years.
*** Should you wish to have your information removed from the GEMS database, kindly send a request in writing to jobs@gems.gov.za.
***Gems is guided by the principles of employment equity. Preference will be given to groups who are underrepresented in accordance with Gems employment equity plan.
The position of ICT Integration Specialist is vacant. The ICT Integration Specialist will report directly to the Senior Manager: Application Development and forms part of the ICT division. The position is based at GEMS Head Office, Pretoria.
The total remuneration package will be will be based on qualifications and experience.
The ICT Integration Specialist will be required to participate in the planning, coordination, and solution development and implementation activities related to the integration of applications and technologies within the organizations application integration environment. Proven communication skills, problem-solving skills, proficiency in programming languages and data structures, and knowledge of integration best practices are critical to successful performance in this role and providing support to the SM: Applications Development through the following KPA’s:
Key Performance Areas (KPAs):
- Develop and maintain services used in application integrations.
- Design integration solutions and document the design in accordance with best practices.
- Work with development teams to architect, design, build, and implement application integrations.
- Develop and maintain data integration components such as SQL queries, stored procedures, data extraction and cleansing, and integration with system front end components.
- Write PL-SQL code to retrieve appropriate data as derived from requirements.
- Build reports and/or data extracts to support business analysis.
- Support development on resolving system defects, acting as liaison in developing solutions.
- Coordinate directly with business analyst to best understand and analyze application integration business specifications.
- Provide technical assistance to troubleshoot and resolve integration errors.
- Assist application software developers and engineers in development of Application Program Interface (APIs) to interact with the application integration environment
- Design, develop, and deploy solutions within the organization’s architectural principles, policies, and guidelines
- Continually develop skills in the integration technologies in place in the AI environment, as well as staying informed on new developments in integration technology.
- Implement audit, logging, and monitoring solutions to provide proactive operational support in the AI environment.
Qualification requirements are:
- National diploma or university degree in the field of computer science, information technology, information systems or relevant degree
- Application Integration Certification is must.
- Experience in Application Integration role is a must.
- Full systems development life cycle experience.
- Minimum of 8 years relevant work experience in Application Architect.
- Certification in Application Integration is a must.
- Systems Development Lifecycle Management is essential. Project Management is an advantage.
- Knowledge of HealthCare Solution is an advantage.
- Competency with XML constructs and schemas.
- Technically fluent in programming languages, including .Net environment/ platform
- Experience with business and technical requirements analysis, business process modeling/mapping and methodology development, and data mapping
- Confidence and experience with API protocols and schemas such as SOAP and REST
All external candidates, please apply via Career Junction using the following link :
https://www.careerjunction.co.za/companies/35144/government-employees-medical-scheme
The closing date for applications is 2 September 2022. Should you not hear from us by 30 November 2022 please consider your application unsuccessful.
*** GEMS employs people with the highest level of integrity – submission to the appropriate pre-employment assessment is obligatory to be considered for the position.
*** Information is required for Employment Equity purposes.
*** Kindly note that the information provided on application of the position may be shared with a third party for vetting purposes and will be stored by GEMS for a period of 5 years.
*** Should you wish to have your information removed from the GEMS database, kindly send a request in writing to jobs@gems.gov.za.
***Gems is guided by the principles of employment equity. Preference will be given to groups who are underrepresented in accordance with Gems employment equity plan.
