Website AfroCentric Group
AfroCentric Investment Corporation Limited ("AfroCentric”) is a black-owned, investment holding company which is substantially invested in healthcare. AfroCentric was established in 2008 and is listed in the healthcare sector on the JSE. Through its operating subsidiaries, AfroCentric provides… read more health administration and health risk management solutions to the healthcare funding industry. In addition, AfroCentric provides a range of complementary services to its traditional medical scheme clients as well as a portfolio of healthcare-related enterprises. These services include IT solutions, transactional switching and specialised disease management. AfroCentric acquired a 100% interest in Pharmacy Direct, a courier pharmacy; 100% of Curasana, a pharmaceutical wholesaler; and a 26% stake in Activo Health, a southern African distributor of generic medicines as well as complementary nutraceutical products effective 1 August 2015. These acquisitions should not only improve the Group’s earnings, but will provide greater access to the wider healthcare delivery value chain and greater visibility in the relevant markets. Sanlam Limited concluded its acquisition of a 28.7% stake in ACT Healthcare Assets, a wholly-owned subsidiary of the Group, subsequent to year-end. This strategic alliance with one of the country’s foremost financial institutions will enhance the Group’s marketing and distribution initiatives and position certain divisions within the Group on an improved growth path. Growth and diversification outside South Africa has always been a strategic imperative. Medscheme has a presence in Botswana, Namibia, Swaziland, Kenya and Zimbabwe, and through its business process outsourcing centre in Mauritius provides services to several large European and UK-based health insurance companies. AfroCentric seeks to invest in related businesses that demonstrate prospects for growth, while contributing to the sustainable health and welfare of South African communities. Medscheme is the Group’s largest subsidiary and is one of South Africa’s largest medical scheme administrators and managed care providers. Founded over four decades ago, Medscheme has more than 3.2 million lives under management through its 15 client medical schemes in South Africa. It is the largest black-owned medical scheme administrator, with a national footprint of 16 offices in all the major centres in South Africa, employing over 3 000 staff. In striving to achieve its vision of "facilitating the delivery of sustainable healthcare services” AfroCentric continues to provide the healthcare sector with practical strategies for expanding the membership of its medical scheme clients, and new initiatives that promote more efficient and effective patient care and treatment management. Florida North, Johannesburg, Gauteng
About the job
Deliver and enable excellence in all service moments to all stakeholders.
Personalised servicing through the omni -channel experience focusing on the overall quality of interaction between our customers and the brand.
Committing to our service charter and strive to continuously make a positive difference.
Accountabilities
Client service delivery and quality:
Follow procedures and cooperate with peers and leader for best possible service delivery
Compliance and Risk Management:
Defined legal, statutory and regulatory compliance is maintained at the required standards
Operational risk and governance structures, measures and frameworks are complied with and necessary action is taken to address issues, when necessary
Financial Management:
Contribute to cost savings within the department to assist with financial goals and targets
Operating Model:
Meet delivery objectives through working with other team members within and linked to the department / project
Resolve operational performance variations and problems and escalate unresolved issues to higher levels
Ensure delivery targets/objectives are met and operate in a supportive manner to achieve successful delivery
Operational Implementation of Strategy:
Keep up to date with operational changes implemented in response to important external influences
Deliver in a manner that supports and meets operational quality standards and meets the defined departmental priorities
Perform according to defined operational best practice and identify and implement opportunities for continuous delivery improvement
Operational Leadership:
Deliver personal performance within Human Capital frameworks and policies to ensure delivery to agreed standards and objectives
Engage in development, coaching and mentoring
Support transformation through valuing diversity
Behave in alignment with the Afrocentric values
Stakeholder Management:
Ensure appropriate, active and informative relationships with customers and relevant stakeholders are successfully achieved
Address customer or stakeholder complaints in alignment with the policies and procedures and ensuring customer / stakeholder buy-in
Provide accurate and consistent information, meeting all quality standards and measures -Deliver excellence in customer satisfaction -Strive to identify areas of improvement and sharing of ideas with your team -Collaborate with all teams to enable peer to peer learning.
Be a brand ambassador, allowing the brand presence to be felt as an extension of the experience.
Service all key stakeholders in the moment across all servicing channels as required until the service request has been resolved -Educate stakeholders on self-help digital servicing tools -Connect with customers (all stakeholders) across all channels, enabling an intuitive experience bringing across our brand authentically -Provide a seamless, progressive and holistic approach, understanding the customer’s needs -Resolve queries on first contact -Resolution of specialised and complex queries.
Experience
3 – 5 years Health Care Operations Experience
2 – 3 years Call Centre Experience
Qualifications
Grade 12 / Matric / NQF level 4. Call Centre, Customer Services Certificate Advantageous
Apply via company website ( http://www.afrocentric.za.com/ ) or
www.linkedin.com