Customer Care Team Leader

Well established company in JHB North seeks a Customer Care Team Leader who has dealt with medical aid.Role OverviewTo lead and transfer knowledge, including coaching, to the team within the customer care department.Reporting and resolving queries, planning and administration. Increase consultants' efficiency and quality of service to members through behaviour modification thereby optimizing quality.Minimum Requirements3 - 5 years experience in a similar management role.Knowledge of Medical Schemes Act, Scheme Rules, and Products.NQF level 5 education (after High School).Knowledge of medical aid products and related rules, tariff and Nappi codes, modifiers, practice types, ICD 10 codes.Specialised knowledge on dental (orthodontic) and MVA claims processing.Duties includeManaging a team of customer care consultants and recruiting for the team.Escalate departmental issues to Customer Care Manager.Monitor workload to ensure SLA's are met.Research and prepare for KPA's.Ensure availability of staff listening to consultant calls to check quality.Desired SkillsCustomer care supervisor.Call center team leader.Customer care manager.Medical aid.
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