The purpose of the job for an Onsite Consultant is to deliver a professional and excellent quality of service to a client, in accordance with the Service level agreement / year planner at the client's premises. Ensuring the highest quality of client/member satisfaction through continuous relationship building at an employer and member level, and thereby ensuring client retention, taking into consideration the prevailing Alexander Forbes Health approach, which is currently guided by our "SERVE Model".Key performance areasClient satisfaction and customer orientationService level agreement implementationNew business growthMaintain client relationshipsEnsuring compliance to internal processes and industry bodiesFinancialManage costs within your control, including costs relating to telephone and printing.ClientEnsure client retention through professional service provision.Establish and maintain strong relationships with both the client and the relevant scheme/s.Daily communication and correspondence with clients, both formal and informal.Ensuring that all queries raised by the members and payroll are resolved.Timely handling of client and member calls.Ongoing member contact, interaction, and the maintenance of relationships.Monitoring and following through on outstanding member application forms, as well as monitoring the tracking report.Billing reconciliations knowledge and experience essential.Assist in the preparation of relevant material for induction sessions.Identifying areas where process failure and client dissatisfaction exist and developing strategies/solutions in conjunction with Senior Consultant to address these matters.Compliance to internal processesAdherence to service level agreement deliverables and deadlines.Ensuring that standard documents, i.e., file notes, FNA's, and minutes of meetings are issued timeously as per consultant's manual.Support consultant in preparation for client site visits.Escalate and resolve problematic member queries.Delivering service and commitments to the client thus building and maintaining a trust relationship with the client.Act as the interface between member and client.Act as the interface between the client and third parties, i.e., schemes, council, etc.Internal office administration, i.e., ongoing updating of client databases/client activity list, distribution lists.Adherence to compliance as set out in the company compliance manual and consultant's manual.General administration, filing, and updating on SharePoint. Electronic storing of applications, e-mails, and queries.Project ManagementProject planning participation including the preparation of client communication, presentations conducted, and reports presented.PeopleAttend required internal and external forums and training courses.Maintain necessary NQF Level credits.Alignment with a senior person for advice and assistance (not necessarily Consulting Manager) for mentorship.Maintain knowledge of the healthcare industry and keep abreast of changes.RequirementsMatric.Accredited with CMS and FSB.NQF 5.Regulatory Examination 1.1 - 2 years experience in a healthcare brokerage.Healthcare industry, product, and legislative knowledge.Understanding of the operational requirements aligned with the client.Client service orientation and ability to interact with members.
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