Job Description

• The Executive Office Consultant manages all stakeholder escalations and complaints with the highest level of excellence, exercising a large degree of individual discretion. Working independently but collaborative in nature and ensuring continuous improvement and process improvement

KEY OUTCOMES (not limited to) Level 4 and 5 process elements

• Manage service and channels: Direct, Indirect and outbound. Health Escalations within a 2 hour turnaround time.
• Manage all stakeholders with a focus on Health Escalations.
• Manage operational queries with immediate action and expectations

Manage escalations and complaints

• Ensure the complaints and rejection data is analysed in order to identify and address any recurring or systematic problems and potential and operational risks by:
• Analysing the causes of individual complaints so as to identify root causes common to the different types of complaints
• Considering whether such root causes may also affect the processes or products, including those not directly complained of; and
• Correcting, where reasonable to do so, such root causes
• Conduct monthly Trend analysis
• Ensure that proper feedback and trends analysis are documented and communicate to the relevant departments
• Reporting and maintenance of all relevant registers
• Manage Oncology Cuddle call program
• High touch claims report management
• Focus on the Customer journey and any improvements thereof

Qualifications
SPECIAL REQUIREMENTS

PERSON DETAILS: WORK EXPERIENCE

REQUIRED

• Executive queries and complaints resolution
• Knowledge and experience in the Health Industry

PREFERRED

EDUCATION: QUALIFICATIONS: ACCREDITATIONS WITH PROFESSIONAL BODY

REQUIRED

• Matric
• Computer literate
• Knowledge of FAIS legislation  
• Regulatory Exams a qualified representative level

PREFERRED

• 3 Years’ experience within the Gap Cover industry

TECHNICAL SKILLS OR KNOWLEDGE

REQUIRED

• Customer focus
• Time management
• Excellent verbal and written communication skills
• Interpersonal skills

PREFERRED

• Product Knowledge