Location: Centurion, Gauteng

Position Purpose:

To engage service-related calls and queries from internal and external stakeholders. Providing relevant business information and solutions with a view to resolve enquiries on first contact and note in detail all interaction with the client.

 Experience: Minimum 2 years call centre experience, preferably in the medical industry

 Qualifications: Grade 12, Call Centre, Customer Services certificate /qualification advantageous                   

KEY COMPETENCIES 

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

• Handle telephonic and written queries within standards and service level agreements
• Correctly route all escalated calls and queries to correct departments
• Accurately capture data
• Professionally handle all client communications
• Assist in other departments when the need arises
• 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
• Ensure that payments were processed at correct rate and against available benefits
• Investigate all documentation, correct where required and link to member’s records
• Analyse and correct incorrect payments and identify reason for non-payment.
• Apply Quality Analysis checklist to processing of claims
• Provide comprehensive and accurate feedback to clients
• Identify system constraints and escalate accordingly
• Ensure that quality control targets are met Audit Support

• Provide audit teams with the information required to define audit scope and high-risk areas to support effective audits.
• Review and advise on evidence required for audits to ensure the business is prepared for audits.
• Facilitate audit finding discussions to assist in identifying and planning the implementation of corrective actions
• Monitor and report on the implementation of corrective actions to ensure audit findings are resolved timeously.
• Understand interdependence of different systems and processes in area of specialisation and department

 Skills and Abilities 

• Business Writing Skills
• Communication Skills
• Computer Technology Skills
• Problem Solving
• Attention to Accuracy and Detail
• Numerical Ability
• Customer Focus
• Relevant systems knowledge and application

Knowledge

• Understanding of Call Centre technology
• Knowledge of scheme rules and contractual negotiations
• Knowledge and application of relevant legislation
• Knowledge and application of processes and procedures

Note: Company reserves the right to close the advert before specified closing date.