Duties & Responsibilities
Accountabilities:
- Client service delivery and quality
- Follow procedures and cooperate with peers and leader for best possible service delivery - Compliance and Risk Management
- Defined legal, statutory and regulatory compliance is maintained at the required standards
- Operational risk and governance structures, measures and frameworks are complied with and necessary action is taken to address issues, when necessary - Financial Management
- Contribute to cost savings within the department to assist with financial goals and targets - Operating Model
- Engage with clients to ensure swift resolution of queries and provide required customer service
- Provide specific, factual and correct progress or feedback to all stakeholders
- Take ownership of all queries, pre-assessments, submission of claims and printing of membership cards
- Meet delivery objectives through working with other team members within and linked to the department / project
- Resolve operational performance variations and problems and escalate unresolved issues to higher levels
- Ensure delivery targets/objectives are met and operate in a supportive manner to achieve successful delivery - Operational Implementation of Strategy
- Keep up to date with operational changes implemented in response to important external influences
- Deliver in a manner that supports and meets operational quality standards and meets the defined departmental priorities
- Perform according to defined operational best practice and identify and implement opportunities for continuous delivery improvement. - Operational Leadership
- Deliver personal performance within Human Capital frameworks and policies to ensure delivery to agreed standards and objectives
- Engage in development, coaching and mentoring
- Support transformation through valuing diversity
- Behave in alignment with the Afrocentric values - Stakeholder Management
- Ensure appropriate, active and informative relationships with customers and relevant stakeholders are successfully achieved
- Address customer or stakeholder complaints in alignment with the policies and procedures and ensuring customer / stakeholder buy-in
Position Specific Outputs
- Contact members who wish to terminate their membership with the aim of retaining.
- Analyse risk profile of members to determine an acceptable level of risk for retaining purposes.
- Work on the different retention campaigns.
- Offer possible solutions to retain members.
- Work closely with the scheme administrator to execute solutions for members.
- Achieve set retentions targets.
- Decrease the drop off rate of the overall Tendahealth membership base.
Competency Requirements:
Knowledge
- Knowledge and application of processes and procedures
- Knowledge of scheme products and options
Skill
- Attention to Accuracy and Detail
- Customer Focus
- Written and verbal communication skills
- Data capturing skills
Desired Experience & Qualification
Experience
1 - 2 years call centre experience, preferably in the medical industry
Qualifications
Grade 12 (required), FAIS accreditation (NQF5) (Advantageous), Representative RE5 (Advantageous), and CMS registration (Advantageous).
Package & Remuneration
Competitive
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