Walk-in Consultant – Kimberley, Lephalale & Kathu

About the role

The Walk‑in Consultant will assist members, potential members, providers and brokers who visit our walk‑in centres or connect virtually. The role focuses on resolving queries efficiently and delivering high‑quality written feedback.

Key responsibilities

• Greet and assist walk‑in centre clients in a professional and timely manner.
• Handle virtual walk‑in enquiries through the web platform.
• Take ownership of client queries and aim for first‑time resolution.
• Process provider web applications and manage returned mail documentation.
• Identify, mitigate and escalate risks to the appropriate channels.
• Maintain relationships with a portfolio of brokers and client HR/payroll departments.
• Facilitate communication between internal teams, members, brokers and providers.
• Record all interactions in the workflow system and meet turnaround‑time targets.
• Ensure all outgoing correspondence meets quality standards.
• Provide management with feedback on recurring client issues.

Required profile

• Matriculation (Grade 12) certificate.
• 2–3 years of experience in the medical‑aid industry, preferably in a customer‑service capacity.
• Good understanding of medical‑scheme administration.
• Well‑presented and groomed for client‑facing interactions.

Required skills

• Experience with the Bonitas Medical Aid system.
• Familiarity with the Virtual platform for online walk‑ins.
• Proficiency in using the workflow system for case tracking.