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Service Consultant - Health Professionals (ECP) | Fixed Term Contract | Talent Pool
Business Unit: Discovery Health
Function: Call Center / Contact Center
Date: 2 Jan 2025
About Discovery
Discovery’s core purpose is to make people healthier and to enhance and protect their lives. We seek out and invest in exceptional individuals who understand and support our core purpose, and whose own values align with those of Discovery. Our fast-paced and dynamic environment enables smart, self-driven people to be their best. As global thought leaders, Discovery is passionate about innovating in order to not only achieve financial success, but to ignite positive and meaningful change within our society.
Key Purpose
To take inbound calls from Health Professionals regarding claims queries and provide first-time resolution. Provide excellent service and quality through Discovery Service Standards.
Areas of Responsibility
- Operate mainly in the office (may be required to visit a provider offsite)
- Taking calls and dealing with Discovery Health, Key Care as well as In House related queries from Health Professionals
- Dealing with all queries through to resolution Admin functions (i.e. TWT, CRM assistance as well as ad hoc admin for members)
- Working on Discovery Systems as well as DIScribe Positioning policy and benefit changes
- Assisting with escalated queries from providers and liaising with internal departments for resolution of those cases
- Maintaining acceptable performance in the following areas: TMBR, DPMO, AHT
Personal Attributes and Skills
- Delivering results and meeting customer expectations
- Presenting and communicating information
- Deciding and initiating action
- Following instructions
- Adapting and responding to change
- Persuading and influencing
- Analyzing
- Adhering to principles and values
Education and Experience
- Matric - Maths/Accounting and English with 50%
- Basic MS Office Knowledge
- Minimum 6 months experience as a Contact Centre Consultant in Customer Services
- Minimum of 6 months Claims Specialist experience
Employment Equity
The Company’s approved Employment Equity Plan and Targets will be considered as part of the recruitment process. As an Equal Opportunities employer, we actively encourage and welcome people with various disabilities to apply.
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