The incumbent is responsible for providing excellent client services to a portfolio of clients by efficiently managing human capital queries, advice when required, claims and queries and all other medical scheme, gap cover, primary health insurance, loyalty related queries.
Closing date: Ongoing
Location: Bellville, Western Cape, South Africa
Key Responsibilities:
- Assisting clients with new and existing quotes and advice or comparisons where required
- 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.
- Assisting with communication via the CRM system to clients
- 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.
Qualification and Experience:
- Regulatory Examination RE5 is required.
- Regulatory Examination RE1 will be advantageous.
- Full Accreditation with the Council for Medical Schemes is required.
- Successful incumbent should no longer be under supervision
- Industry related Degree or Diploma (NQF level 5) is required.
- 2 – 3 years’ experience in a similar healthcare environment is required
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.
- Proficiency in Microsoft Office (Word, Excel, Outlook)
- Brokertools experience advantageous.
- Proficient in both English and Afrikaans (verbal and written).
Core Competencies :
- Cultivates Innovation by creating new and better ways for the organisation to be successful.
- Client Focus – Building strong customer relationships and delivering customer-centric solutions.
- Drives Results – Consistently achieving results and meets deadlines, even under tough circumstances.
- Collaborates – Building partnerships and working collaboratively with others to meet shared objectives.
- Resilience – Rebounding from setbacks and adversity when facing difficult situations.
