Sanlam Group
What will you do?
You will be responsible for providing excellent client services to a portfolio of clients of SIMEKA HEALTH by efficiently managing human capital queries, provide advice when required, claims and queries and all other medical scheme, gap cover, primary health insurance, loyalty related queries. This role will be based in Sandton, Johannesburg.
Key Responsibilities
Provide an effective and efficient administrative channel between clients and service providers
Must demonstrate a good understanding of all medical scheme options and benefits, primary care insurance, gap cover and loyalty programs
Must provide, multiple query resolutions, ability to communicate in both written and a verbal professional manner
Manage escalated admin and other requirements from service providers for clients
Assists the Centralised Service Centre with in-bound and out-bound client calls
Provide timeous feedback and resolution
Keep ongoing records on internal CRM systems
Assist clients with the application process, requirements and queries telephonically and/or via e-mail up to resolution.
Frequent follow up with clients
Assisting with new and existing quotes and advice where required
Qualification and Experience
Matric
Industry related Degree or Diploma (NQF level 5) is required
Regulatory Examination RE5 is required
2 – 3 years’ experience in a similar healthcare environment is required
Full accreditation with the Council for Medical Schemes is advantageous
Financial services industry experience would be advantageous
Knowledge and Skills
Knowledge of industry regulations e.g., POPI and TCF
Experience in managing customer relationships
Experience in handling customer complaints
Strong knowledge of medical scheme product and processes
Strong knowledge of Internal and external processes including service level commitments
Knowledge of relevant escalation channels
Knowledge in managing and co-ordinating escalations from HR and other stakeholders
Experience in managing customer relationships
Proficiency in Microsoft Office (Word, Excel, Outlook)
Brokertools experience advantageous
Proficient in both English and Afrikaans (verbal and written)
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