Position Purpose:- To assume a pivotal role in the successful onboarding of new members and overseeing and updating membership records for existing members, as well as their beneficiaries, Employer Group (PayPoint), Brokers, and other Intermediaries. The primary objective of a membership administrator is to enrich the overall member experience.Experience:- 1 to 2 years Membership Administration, Customer Service and Quality Assurance experience essential.- 1 to 2 years Health Administration, Communication and Content Management and Healthcare Regulation experience advantageous.Qualifications:- Grade 12 essential, certificate in Membership Administration or Customer Services advantageous.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:- 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.- Accurate processing of changes to the existing membership profiles within agreed turnaround times.- Accurate processing of fully completed member applications within agreed turnaround times.- Prompt and effective resolution of membership queries.- Timeous and clear communication pertaining to membership as per the Standard Operating Procedures.Position Specific Outputs:- Accurately and efficiently data capture required information in area of responsibility to enable client access to benefits or information.- Answer member/scheme calls and provide relevant required information via relevant medium (e-mail, tel, fax).- When required arrange for bulk new member/paypoint registration files to upload onto system.- Maintain service quality evaluation in line with scheme rules and contractual negotiations.- Keep members informed of the status of their requests.Competency Requirements:- Team player.- Time management skills.- Systems thinking.- Creative skills and ability to think conceptually.- Numerical Ability.- Quality driven.- Accuracy.- Customer Care.- Problem solving.- Customer Engagement.- Interpersonal Skills.- Attention to detail.- Mechanical Thinking.- Change Management.- Ability to build trust.
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