Discovery Limited
Key Purpose
To deliver world class service to all Inhouse scheme stakeholders (Members, Providers, Employer groups, Hospitals, and Brokers) by supporting and fully resolving their queries through various servicing channels, primarily over the telephone.
To effectively manage the risk of benefit authorisations (funding from risk) by using your clinical knowledge and integrating this with your understanding of the benefits of the scheme and ensuring accurate information regarding funding
Key outputs
The successful applicant will be responsible for but not limited to the following job functions:
Confirming Inhouse scheme benefits according to set protocols and funding rules
Accurately obtaining and capturing information to confirm correct Inhouse scheme funding
Servicing all Inhouse scheme stakeholders telephonically and via other servicing channels until the query has been resolved
Servicing Inhouse scheme
stakeholders in a customer centric way to ensure that we live by our service principles
Keeping up to date with product changes and benefits to ensure that all stakeholders are accurately serviced
Continuously staying abreast of all digital servicing tools within the business and ensuring that the functionality is fully understood
Achieving and exceeding key performance metrics relating to service delivery
Keeping abreast of continuous process, product updates and digital tools
Dealing with multiple interactions
Consistently utilizing all servicing tools available
Ensuring excellent quality service to all callers
Identifying and reporting back on issues identified with systems
Maintaining the brand as set out by the various schemes
Routing all enquiries to correct departments, where applicable
Assisting with CRM queries daily
Must be willing to work overtime where necessary
Attend additional training outside of working hours including weekends
Competencies and Skills
Behavioural Competencies
Following instruction and procedures (Self-development)
Analysing (Managing Complexity)
Learning and Researching (Nimble Learning)
Presenting and communicating information (Communicating effectively)
Delivering results and meeting customer expectations (Customer focus)
Deciding and initiating action (Decision Quality)
Working with people (Collaborating)
Writing and reporting (Communicating effectively)
Clinical Knowledge
Adapting and responding to change
Persuading and influencing
Adhering to principles and values
Achieving personal work goals and setbacks
Resolution driven
Knowledge
Anatomy and Physiology
Skills
Time Management
Verbal and written communication
Computer Literate with MS Office and Outlook skills
Personal Attribute and Skills:
Customer Centric
Knowledge of Anatomy and Physiology
Time Management
Living Discovery Values
Discovery person traits
Empathetic
Resilience
Education and Experience
Education:
Matric
South African accredited Clinical Qualification- HR to provide minimum requirement
Experience
At least 6 months working experience in a customer services or clinical environment
go to method of application »
Apply via company website ( ) or