Key duties and responsibilities

• Follow up newly diagnosed clients for the first 100 days into care
• Handle customer inquiries telephonically, by email and on various social media platforms relating to HIV health care and sexual health information
• Schedule and arrange appointments for clients at the clinics
• Log calls electronically
• Facilitate the enrolment of clients into EAC using the Patient Adherence Plan together with enrolled nurses and lay counsellors
• Provide support to Anova outreach teams with linkage to care and ensure that the team reaches the 90-90-90 targets
• Ensure enrolled nurses report referrals to clinics for further management
• Form part of a multidisciplinary teams within Anova to promote 90% retention
• Initiate and organize internal trainings and workshops based on needs and request on tracing processes and systems
• Verify missed appointment and data collected at DoH sites in the district to ensure its credibility
• Provide supervised visits with tracing officers in facilities to assist with assessments and linkage to care process
• Ensure flow of tracing from facilities to call centers and report back to facilities
• Monitor tracing processes in facilities
• Consolidate verified weekly, monthly and quarterly reports on time and submit to the line manager
• Support targeted HTS, Index testing and linkage to care

Essential qualifications and experience

• Matric (Grade 12)
• Post matric certificate in marketing, customer service or equivalent qualification
• Previous experience in a customer support role
• HIV/AIDS training and experience will be added advantage
• Good communication skills (both verbal and written)
• Ability to communicate in at least 3 official SA languages, including English
• Ability to work with targets, deadlines and under pressure
• Good attention to detail
• Have excellent organizing skills