x2 Inhouse Healthcare Consultant posts: Sanlam

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.

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