The purpose of the job is to assist a Senior Consultant in delivering a professional and excellent quality of service and consulting advice to clients, in accordance with the Service level agreement and year planner. 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".
FinancialManage costs within your control, including costs relating to travel, accommodation, telephone, and printingEnsuring confirmation of income is done quarterlyIdentify growth, new business and cross-selling opportunities within client baseNotifying Consulting Manager of expensesClientEnsure SLA is in place and adhered toEnsure client retentionRemain client-focused at all times, ensuring that you are results and solution-focused and follow through timeouslyBillingBilling reconciliations knowledge and experience essentialProvide payroll contact training as and when required and maintain relationships. Provide admin manualsEnsure that all queries raised by the members and payroll are resolvedCommunication & TrainingOngoing member contact, interaction, and maintenance of relationshipsConduct presentations and workshops for employer contacts, members, and employees at year-end and during the year as neededDistribution of induction materialEstablish and maintain strong relationships with both the client and the relevant schemesHandle client calls and queries timeouslyCompilation and distribution of member/client communication when requiredPreparation of relevant material for induction sessionsHR/Payroll training on scheme administration processesDaily communication and correspondence with clients, both formal and informalOtherMonitor and follow through outstanding member application forms, as well as monitoring of tracking reportPlan and implement Health/Wellness DaysEscalate and resolve problematic member queriesIdentify areas where process failure and client dissatisfaction exist and develop strategies/solutions in conjunction with Senior Consultant to address these mattersRemain client-focused at all times, ensuring that you are results and solution-focused and follow through timeouslyIdentify key areas of concern regarding affordability/benefits on both member/employer levelDraft and circulate minutes after each meeting to company contacts. Minutes must be signed off by client prior to filingCompliance to Internal ProcessesEnsure that standard documents i.e. file notes, FNA's, and minutes of meetings are issued timeously as per consultants manualAdhere to SLA deadlinesSupport consultant in preparation of reports and proposalsDeliver service and commitments to the client thus building and maintaining a trust relationship with the clientAct as the interface between member and clientAct 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, Quarterly Magazines, Newsletters, etc.Adhere to compliance as set out in company compliance manual and consultants' manualEnsure that relevant invitations are extended to the correct contact people – i.e. Hot Topics, Employer Seminars, and CEO Breakfasts etc. are extended and issued and followed up on timeously to clientsKeep Senior Consultants informed of all developments within the client baseGeneral administration, filing, and updating on SharePoint. Electronic storing of minutes, FNA, file notes, and reports etc.Update Complaints and gift registerResponsibility to client and Consulting Manager/Senior consultant regarding meetingsProject ManagementYear-end project planning participation including the preparation of client communication, presentations conducted, and reports presentedPeopleAttend required internal and external forums and training coursesMaintain necessary NQF Level creditsAlign with a senior person for advice and assistance (not necessarily Consulting Manager) for mentorshipMaintain knowledge of the healthcare industry and keep abreast of changesRequirementsMatricAccredited with CMS and FSBNQF 5Regulatory Examination 1Relevant Degree or equivalent (an advantage)2 - 3 years' experience in a healthcare brokerageHealthcare industry, product, and legislative knowledgeDriver's license – essential, willing to travelProfessional Membership or Registration: CMS FSB
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