Job Description The Executive Office Consultant manages all stakeholder escalations and complaints with the highest level of excellence, exercising a large degree of individual discretion.
Working independently but collaborative in nature and ensuring continuous improvement and process improvement KEY OUTCOMES (not limited to) Level 4 and 5 process elements Manage service and channels : Direct, Indirect and outbound.
Health Escalations within a 2 hour turnaround time.
Manage all stakeholders with a focus on Health Escalations.
Manage operational queries with immediate action and expectations Manage escalations and complaints - Ensure the complaints and rejection data is analysed in order to identify and address any recurring or systematic problems and potential and operational risks by: -- Analysing the causes of individual complaints so as to identify root causes common to the different types of complaints -- Considering whether such root causes may also affect the processes or products, including those not directly complained of; and -- Correcting, where reasonable to do so, such root causes - Conduct monthly Trend analysis - Ensure that proper feedback and trends analysis are documented and communicate to the relevant departments - Reporting and maintenance of all relevant registers - Manage Oncology Cuddle call program - High touch claims report management - Focus on the Customer journey and any improvements thereof Qualifications SPECIAL REQUIREMENTS PERSON DETAILS: WORK EXPERIENCE REQUIRED Executive queries and complaints resolution Knowledge and experience in the Health Industry PREFERRED EDUCATION: QUALIFICATIONS: ACCREDITATIONS WITH PROFESSIONAL BODY REQUIRED Matric Computer literate Knowledge of FAIS legislation Regulatory Exams a qualified representative level PREFERRED 3 Years' experience within the Gap Cover industry TECHNICAL SKILLS OR KNOWLEDGE REQUIRED Customer focus Time management Excellent verbal and written communication skills Interpersonal skills PREFERRED Product Knowledge Additional Information Accountability Action orientated Collaborative Communication Business writing skills Manage complexity Problem solving skills Decision thinking Encourages engagement Resilient and adaptive Resourceful Demonstrates self-awareness Purpose driven Significance and values orientated