Office and Communications Liaison

How will you CONTRIBUTE and GROW?

We are seeking a highly organized, proactive, and empathetic Office and Communications Liaison to oversee our daily office operations, lead our orders team, and serve as the central communication hub for the diabetes team.
In this role, you will bridge the gap between internal staff, healthcare professionals (HCPs), medical aids, suppliers, and patients. You will be responsible for driving customer satisfaction, managing complex
medical aid motivation processes (including insulin pump renewals), and maintaining a motivated, high-performing internal team.

1. Stakeholder Communication & Relationship Management

● Act as the primary liaison between suppliers, customers, HCPs, and internal
consultants to ensure a seamless transaction cycle.
● Maintain an exceptionally high level of communication and collaboration among all role players in the business ecosystem.
● Manage customer and supplier relationships to ensure maximum satisfaction, trust, and retention.

2.Medical Aid Authorizations & Motivations

● Oversee and execute the submission of medical aid motivations for all company products.
● Efficiently communicate authorization statuses and outcomes to the applicant, relevant HCP, and assigned Consultant.
● Contact patients to discuss warranty end dates and encourage renewals; facilitating the process with the sales consultant.
● Specifically manage and track customer insulin pump renewals, ensuring timely submissions to prevent gaps in patient care.

3. Team Leadership & Office Management

● Oversee general office operations to ensure a smooth, efficient, and professional working environment.
● Lead, mentor, and maintain a high level of morale among the office staff.
● Directly manage the Invoicing Clerk and the broader orders team, ensuring that all orders are placed timeously and parcel delivery queries handled with urgency.
● Ensure the orders team maintains structured, proactive, and timeous communication with clients regarding their order status.

4. Customer Experience & Quality Assurance

● Champion the Voice of the Customer (VoC) program, strictly adhering to and
implementing VitalAire recommendations and standards.
● Actively gather, analyze, and report on customer feedback to continuously
improve service delivery.

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Are you a MATCH?

Educational requirements
● Matric (Senior Certificate)
● Diploma in administration
● Computer literacy

Experience
● Industry Experience: Minimum of 3–5 years in a Medical Practice Management, Healthcare Operations, or Medical Device Customer Service role.
● Medical Aid Expertise: Strong working knowledge of medical aid schemes, ICD-10 codes, pre-authorization processes, and motivation writing (experience with diabetes care or insulin pumps is highly advantageous).
● Leadership: Proven track record of managing an administrative or order-processing team while fostering a positive team culture.

Our Differences make our Performance

At Air Liquide, we are committed to build a diverse and inclusive workplace that embraces the diversity of our employees, our customers, patients, community stakeholders and cultures across the world.

We welcome and consider applications from all qualified applicants, regardless of their background. We strongly believe a diverse organization opens up opportunities for people to express their talent, both individually and collectively and it helps foster our ability to innovate by living our fundamentals, acting for our success and creating an engaging environment in a changing world.