Duties & ResponsibilitiesAccountabilities:Client service delivery and quality- Follow procedures and cooperate with peers and leader for best possible service deliveryCompliance 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 necessaryFinancial Management- Contribute to cost savings within the department to assist with financial goals and targetsOperating Model- Engage with clients to ensure swift resolution of queries and provide required customer service- Provide specific, factual and correct progress or feedback to all stakeholders- Take ownership of all queries, pre-assessments, submission of claims and printing of membership cards- 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 deliveryOperational 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 valuesStakeholder 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-inPosition Specific OutputsContact members who wish to terminate their membership with the aim of retaining.Analyse risk profile of members to determine an acceptable level of risk for retaining purposes.Work on the different retention campaigns.Offer possible solutions to retain members.Work closely with the scheme administrator to execute solutions for members.Achieve set retentions targets.Decrease the drop off rate of the overall Tendahealth membership base.Competency Requirements:KnowledgeKnowledge and application of processes and proceduresKnowledge of scheme products and optionsSkillAttention to Accuracy and DetailCustomer FocusWritten and verbal communication skillsData capturing skillsDesired Experience & QualificationExperience1 - 2 years call centre experience, preferably in the medical industryQualificationsGrade 12 (required), FAIS accreditation (NQF5) (Advantageous), Representative RE5 (Advantageous), and CMS registration (Advantageous).Package & RemunerationCompetitive
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