Care Coordinator - HIV Management

Location: Centurion, Gauteng

Purpose: As an HIV Care Coordinator, you will provide comprehensive clinical support, education, and care coordination to beneficiaries living with HIV. You will play a central role in improving treatment adherence, supporting linkage and retention in care, and helping beneficiaries achieve long term viral suppression.

This role also includes managing beneficiary and provider clinical queries, ensuring accurate, timely, and compassionate responses.

• HIV specific training (e.g., ART management, HIV counselling, or primary care) is an added advantage.
• Strong knowledge of the SA healthcare market, PMBs, and managed care principles.
• 2 to 5 years' experience in:
  • HIV clinical management
  • Managed care, health risk management, or clinical customer service
  • Primary healthcare, public health, or chronic disease management
• Experience working within the medical scheme or healthcare administration environment is an advantage.

• The HIV Care Coordinator will be responsible for managing beneficiary, provider, and stakeholder queries efficiently and professionally.
• Query Management Responsibilities
• Handle incoming calls, emails, and system-generated queries from beneficiaries, healthcare providers, internal departments, and other stakeholders.
• Provide accurate, clinically aligned responses based on HIV guidelines, scheme rules, and programme standards.
• Investigate clinical or operational queries by reviewing beneficiary history, clinical notes, pathology results, and prior interactions.
• Coordinate with internal teams (e.g., clinical review, customer service, provider relations) to resolve queries requiring multidisciplinary input.
• Ensure all queries are resolved within agreed turnaround times (TATs).
• Document all query outcomes clearly in the care management system.
• Escalate high-risk or unresolved queries to the HIV Team Leader promptly.
• Identify recurring or systemic issues and recommend process improvements.
• Strong knowledge of HIV clinical guidelines and ART regimens
• Excellent verbal and written communication
• Strong clinical judgement and problem solving abilities
• Accuracy, attention to detail, and strong documentation skills
• Ability to manage and resolve queries effectively and professionally
• High emotional intelligence, empathy, and patient centric approach
• Ability to work in a fast paced, team oriented environment
• Computer literacy and comfort with clinical systems

Note: Company reserves the right to close the advert before specified closing date.

PHA has its head office in Westville, KwaZulu-Natal. It operates country wide with a nationally linked network and uses a robust, flexible, as well as integrated system to ensure efficient and effective administration of membership and benefits.