Key Purpose<\/p>\n
\tTo 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.
\n\tTo 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<\/p>\n
Key outputs<\/p>\n
The successful applicant will be responsible for but not limited to the following job functions:<\/p>\n
\tConfirming Inhouse scheme benefits according to set protocols and funding rules
\n\tAccurately obtaining and capturing information to confirm correct Inhouse scheme funding
\n\tServicing all Inhouse scheme \u00a0stakeholders telephonically and via other servicing channels until the query has been resolved
\n\tServicing Inhouse scheme
\n\t\u00a0stakeholders in a customer centric way to ensure that we live by our service principles
\n\tKeeping up to date with product changes and benefits to ensure that all \u00a0stakeholders are accurately serviced
\n\tContinuously staying abreast of all digital servicing tools within the business and ensuring that the functionality is fully understood
\n\tAchieving and exceeding key performance metrics relating to service delivery
\n\tKeeping abreast of continuous process, product updates and digital tools
\n\tDealing with multiple interactions
\n\tConsistently utilizing all servicing tools available
\n\tEnsuring excellent quality service to all callers
\n\tIdentifying and reporting back on issues identified with systems
\n\tMaintaining the brand as set out by the various schemes
\n\tRouting all enquiries to correct departments, where applicable
\n\tAssisting with CRM queries daily
\n\tMust be willing to work overtime where necessary
\n\tAttend additional training outside of working hours including weekends<\/p>\n
Competencies and Skills<\/p>\n
Behavioural Competencies<\/p>\n
\tFollowing instruction and procedures (Self-development)
\n\tAnalysing (Managing Complexity)
\n\tLearning and Researching (Nimble Learning)
\n\tPresenting and communicating information (Communicating effectively)
\n\tDelivering results and meeting customer expectations (Customer focus)
\n\tDeciding and initiating action (Decision Quality)
\n\tWorking with people (Collaborating)
\n\tWriting and reporting (Communicating effectively)
\n\tClinical Knowledge
\n\tAdapting and responding to change
\n\tPersuading and influencing
\n\tAdhering to principles and values
\n\tAchieving personal work goals and setbacks
\n\tResolution driven<\/p>\n
Knowledge<\/p>\n
\tAnatomy and Physiology<\/p>\n
Skills<\/p>\n
\tTime Management
\n\tVerbal and written communication
\n\tComputer Literate with MS Office and Outlook skills<\/p>\n
Personal Attribute and Skills:<\/p>\n
\tCustomer Centric
\n\tKnowledge of Anatomy and Physiology
\n\tTime Management
\n\tLiving Discovery Values
\n\tDiscovery person traits
\n\tEmpathetic
\n\tResilience<\/p>\n
Education and Experience<\/p>\n
Education:<\/p>\n
\tMatric
\n\tSouth African accredited Clinical Qualification- HR to provide minimum requirement<\/p>\n
Experience<\/p>\n
\tAt least 6 months working experience in a customer services or clinical environment<\/p>\n
go to method of application \u00bb<\/p>\n
Apply via company website ( ) or<\/p>\n
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