Client Liaison

The key function of the Client Liaison department is to ensure that members are kept informed regarding Scheme benefits, Scheme procedures and to assist members with Scheme related queries.

The main Client Liaison department is based in Rustenburg and serves as a Walk-in Centre where members will be assisted with queries related to:

Membership, membership certificates and contributions
Benefits
Claims
Tax certificates
Service-related concerns

Members also have the option to be assisted telephonically via the Call Centre or by contacting the Client Liaison Supervisor or Client Liaison Officers in their area.

Client Liaison staff log all queries on the medical scheme system for record purposes. When a call is logged, the member will receive an SMS with a call log number as confirmation of the query being attended too. If the query is not immediately resolvable, it remains open for staff to attend to until final feedback is provided and the query is closed. Once a query has been resolved, members will again receive feedback via SMS.

Importance of members updating contact details is therefore vital in order to keep members informed.

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Personal Contact with Members

Taking it one step further in Platinum Health’s vision towards service excellence, Client Liaison staff conduct site visits at participating employer groups. This is to ensure personal interaction between the Scheme and members for communication and query purposes. More importantly, to build stronger relationships with members, as all members and dependants are valued by the Scheme.

Additional responsibilities of the Client Liaison staff includes:

arranging Bi-lateral meetings with their respective stakeholders,
arranging Platinum Health Governance training sessions for their stakeholders,
assisting members at the Platinum Health Annual General Meeting;
and assisting members with any Scheme related queries at Scheme Campaigns such as Vulindlela.

Participating employer groups are mainly based in the Rustenburg, Thabazimbi and Eastern Limb Regions and each region has a dedicated Client Liaison Supervisor and Client Liaison Officers to assist members.

Detailed visiting schedules stipulating the exact days, times and which site they visit are communicated to all stakeholders by the Client Liaison staff.