Healthy Company Care Coach (Senior) at Discovery Limited

Key Purpose

The successful incumbent will operate within the Healthy Company operational area and will be responsible for the management and care of all dimensions of employee wellbeing including counselling, advice, coaching and onward referrals to psychologists, financial coaches and legal experts if required. Coaches will be required to assist with acute episode management and ongoing support of employees enrolled in the programme.

Areas of responsibility may include but not limited to

The successful applicant will be responsible for but not limited to the following job functions:

• To proactively develop relationships with employees by trying to understand their needs, anticipate and provide solutions to their needs and giving high priority to customer satisfaction.
• To provide telephonic counselling, coaching and support to employees, their dependents and managers by tracking their engagement within the programme and facilitating appropriate referrals where required.
• To provide face-to-face counselling and support to employees and their dependents in cases of trauma and other emotional wellbeing issues.   
• To proactively engage with high-risk employees through the various channels (calls, chat, face-to-face sessions and onward referrals) to lower their risk over time.
• To document all member interactions as well as to ensure that all records are accurate and up to date.
• Meeting performance targets for speed, efficiency and quality.
• Liaising with third parties to gather information and resolve issues timeously.
• To identify opportunities to offer information and make suggestions based on an employee’s needs.
• To prioritize the work pool and ensure all designated tasks are completed within designated turnaround times.
• To provide compassionate and other process support to members and their respective families in extreme circumstances.
• To ensure continuity of care for the employee and their dependents through follow-up interactions.
• Establish and maintain relationships at all levels with external partners and internal departments to facilitate expeditious resolution of queries.
• Identify and propose solutions to processes and service-related failures.
• Facilitate training for junior coaches.
• Facilitate group intervention sessions.
• Mentorship to junior coaches.
• Support with Healthy Company workshops.
• Sign off on formal referral feedback.
• Support Team-Leader with clinical advise.

Competencies and skills

• Strong intra & interpersonal skills
• Professional written and verbal communication
• Computer literacy and knowledge of Microsoft Office suite essential
• Must be able to work with targets and deadlines, strong work ethic
• Strategic thinking
• Positive outlook and internally motivated
• Presentation and reporting skills
• Excellent verbal communication skills
• Ability to work under tight deadlines and pressure
• Problem solving by identifying key issues and relationships

Education and Experience

• Degree in psychology or social work
• A master's degree in clinical/ counselling psychology
• Relevant membership with the South African Council for Social Service Professions (SACSSP) or HPCSA. Other relevant, recognized professional bodies can also be considered.
• MS Office Suite – with Intermediate Excel abilities
• Minimum of 4 years counselling experience, including both face-to-face and telephonic counselling
• Clinical experience in family counselling and/or marital counselling and/or suicide management and/or stress management
• Minimum of 5 years formal work experience

The following requirements will be advantageous: 

• 1-2 year’s exposure to Discovery Health clinical environment preferable
• Knowledge about existing employee assistance programme services and/or experience in provision of EAP services