Pre Auth Service Consultant
Business Unit: Discovery Health
Function: Call Center / Contact Center
Date: 6 Sep 2024
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 deliver world-class service to all Discovery Health Members, Providers, Employer groups, Hospitals, and Brokers by supporting and fully resolving their queries through various servicing channels, primarily over the telephone. To effectively manage the risk of in-hospital admissions by using your clinical knowledge and integrating this with your understanding of the benefits of the scheme and ensuring accurate information regarding funding.
Key Outputs:
- Confirming benefits according to set protocols and funding rules.
- Accurately obtaining and capturing information to confirm correct funding.
- Servicing all key stakeholders telephonically and via other servicing channels until the query has been resolved.
- Servicing key stakeholders in a customer-centric way to ensure that we live by our service principles.
- Keeping up to date with product changes and benefits to ensure that all key stakeholders are accurately serviced.
- Continuously staying abreast of all digital servicing tools within the business and ensuring that the functionality is fully understood.
- Achieving and exceeding key performance metrics relating to service delivery.
- Keeping abreast of continuous process, product updates, and digital tools.
- Dealing with multiple interactions.
- Consistently utilizing all servicing tools available.
Competencies and Skills:
- Following instruction and procedures (Self-development).
- Analysing (Managing Complexity).
- Learning and Researching (Nimble Learning).
- Presenting and communicating information (Communicating effectively).
- Delivering results and meeting customer expectations (Customer focus).
- Deciding and initiating action (Decision Quality).
- Working with people (Collaborating).
- Writing and reporting (Communicating effectively).
Knowledge:
Skills:
- Time Management.
- Verbal and written communication.
Personal Attributes:
- Customer Centric.
- Knowledge of Anatomy and Physiology.
- Time Management.
Education and Experience:
Education:
- Matric.
- South African accredited Clinical Qualification.
Experience:
- At least 6 months working experience in a customer services or clinical environment.
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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