EAP Quality Assurance Officer

Introduction

Momentum Health (MH), an entity of Momentum Metropolitan Holdings delivers sustainable, integrated health and wellness solutions that meet the needs of clients in the different segments and maximize lifetime client value. We build and maintain a culture of innovation and create value through unique insights of how to achieve specific outcomes by using a defined set of wellness capabilities.

Disclaimer

As an applicant, please verify the legitimacy of this job advert on our company career page.

Role Purpose

The QA role is to ensure the clinical development of the clinical team through quality assurance auditing and training. Oversee the delivery of clinical services in accordance with relevant regulatory bodies, aligned to ethical considerations and EAP standards.

Requirements

• Qualified Social Worker / Qualified Clinical /Counselling Psychologist / HPCSA Registered Counsellor
• Postgraduate qualification would be an advantage for Social Work (Masters)
• 5-7 years’ experience in the counselling industry as a practitioner
• Min 2 years’ experience within an EAP Care Centre environment
• Clinical training/facilitation experience will be an advantage
• Multilingual ability with vernacular languages is an advantage

Duties & Responsibilities

• Monitor and evaluate clinical processes and service delivery for quality and effectiveness through QA auditing and SOP review.
• Contribute to the development of clinical protocols to determine the optimal process to implement the various client service solutions.
• Manage the clinical service function, ensuring the highest standards of service delivery in line with ethical obligations to relevant professional governing bodies.
• Provide QA audit feedback to clinical individuals within the care centre
• Identify individual training needs through quality assessments and recommend targeted training interventions
• Form part of the team responsible for Quality Management Systems process and audits
• Assist with daily service recovery tasks: member satisfaction survey auditing, complaints and escalation investigations and reporting
• Provide counselling / coaching interventions for client executives and assist with managing the executive referral channels
• Facilitate client group therapy / debriefing sessions
• Assist with client exit interviews, critical incident stress debrief (CISD) and safety behavioural risk assessment (SBRA) coordination

Competencies

• Strong clinical background in various psycho-therapeutic frameworks and holistic models of wellness.
• Outstanding clinical assessment, case formulation and treatment planning skills
• Excellent counselling skill in the context of providing therapy
• Ability to develop and deliver meaningful clinical training material
• Strong verbal and written language skills, with an ability to de-escalate highly emotional situations
• Meticulous attention to detail, whilst having excellent time management and ability to meet deadlines
• Ability to work independently, who is innovative, with strong problem-solving skills
• Ability to maintain composure under pressure and within an emotionally stressful context