Position Summary:
To deliver world class service to all Discovery Health Members, Providers, Employer groups, Hospitals, and Brokers by supporting and fully resolving their queries through various servicing channels, primarily over the telephone.
To effectively manage the risk of in-hospital admissions by using your clinical knowledge and integrating this with your understanding of the benefits of the scheme and ensuring accurate information regarding funding
Key Responsibilities:
- Accurately obtaining and capturing information to confirm correct funding
- Consistently utilizing all servicing tools available
- Keeping up to date with product changes and benefits to ensure that all key stakeholders are accurately serviced
- Continuously staying abreast of all digital servicing tools within the business and ensuring that the functionality is fully understood
- Servicing all key stakeholders telephonically and via other servicing channels until the query has been resolved
- Achieving and exceeding key performance metrics relating to service delivery
- Servicing key stakeholders in a customer centric way to ensure that we live by our service principles
- Keeping abreast of continuous process, product updates and digital tools
- Dealing with multiple interactions
- Confirming benefits according to set protocols and funding rules
Required Education & Experience:
- At least 6 months working experience in a customer services or clinical environment
- Anatomy and Physiology Knowledge
- Presenting and communicating information (Communicating effectively)
- Knowledge of Anatomy and Physiology
- Following instruction and procedures (Self-development)
- Writing and reporting (Communicating effectively)
- Deciding and initiating action (Decision Quality)
- Working with people (Collaborating)
- Time Management
- Learning and Researching (Nimble Learning)
- Matric
- Customer Centric
- Verbal and written communication
- Delivering results and meeting customer expectations (Customer focus)
- Analysing (Managing Complexity)
- South African accredited Clinical Qualification