This position will verify and accurately process membership applications and member record updates in accordance with business rules, policies, and procedures.
Closing date: 12 June 2024
Location: Cape Town
Requirements
- Matric or an equivalent qualification.
- 1 – 2 years Administration experience essential
- 1 – 2 years Medical Aid administrative experience (would be an advantageous)
- Computer Literate is essential.
- Business writing skills would be advantageous.
- Experience in client service environment would be advantageous.
- Microsoft Office proficiency would be advantageous.
Duties & Responsibilities
Internal Processes
- To apply the membership rules and mandates of the scheme (e.g., eligibility and underwriting).
- Effective individual contribution towards Service Level Agreement (SLA) compliance by ensuring adherence to Schedule or occupancy, quality service and production (internal and external).
- Accurately maintaining and updating membership details on the system in alignment with departmental standards.
- Ensuring the scheme is not unnecessarily exposed to financial risk due to incorrect confirmation of membership information.
- Client retention and goodwill by effectively resolving queries from members, employer groups, service providers and the Scheme.
- Have an in depth understanding of varied aspects pertaining to the Scheme and associated administration processes, including investigations.
- Follow-up on incomplete beneficiaries registrations to obtain outstanding information required to complete the application, via telephone, SMS’s, e-mail and letter.
- Ensure that supporting documentation for all membership transactions are recorded on the member’s account at 99.5% quality and 100% production.
- Capture accurate notes for enquiry and audit purposes on membership records advising of reason for and action performed.
- Take cognisance of membership changes (registration and updates) and interact with internal and external stakeholders where necessary.
- Assist with internal and external queries in an efficient and professional manner.
- Assist with adhoc departmental and business unit projects and initiatives.
Client Services
- Build and maintain relationships with clients and internal and external stakeholders.
- Deliver on service level agreements applicable to clients and internal and external stakeholders in order to ensure that client expectations are managed.
- Make recommendations to improve client service and fair treatment of clients within area of responsibility.
- Participate and contribute to a culture which builds rewarding relationships, facilitates feedback and provides exceptional client service.
- Continuously monitor turnaround times and quality standards and resolve issues speedily to enhance client service delivery.
- Drive client service delivery goal achievement in line with predefined standards in order to ensure that clients receive appropriate advice and after sales service.
- Manage client query processes and ensure that queries are tracked, accurately resolved, and used as a mechanism to improve client service and business processes.
People
- Build strong relationships through providing specialist know-how and leadership to others, expressing positive expectations.
- Continuously develop own expertise in terms of industry and subject matter development and application thereof in an area of specialisation.
- Positively influence and manage change and offer specialist support where required.
- Contribute to continuous innovation through the development, sharing and implementation of new ideas and involvement of colleagues and staff.
- Participate and contribute to a culture of work centric thinking, productivity, service delivery and quality management.
- Take ownership for driving career development.
Finance
- Contribute to the development of area specific budgets to minimise expenditure, in alignment with operational plans.
- Identify solutions to enhance cost effectiveness and increase operational efficiency.
- Implement and provide input into governance processes, systems, and legislation within area of specialisation.
- Escalate unresolved policy and governance compliance issues via appropriate channels for investigation and resolution purposes.
- Provide input into the risk identification processes development and communicate recommendations in the appropriate forum.
Competencies
- Data Capturing
- Customer focus
- Ability to learn and apply new skills
- Attention to detail and quality excellence
- Flair for decision-making and problem solving
