Position purpose:

• Deliver and enable excellence in all service moments to all stakeholders (Members, Providers, Employer groups, Intermediaries, Schemes).
• Personalized clinical servicing through the Omni channel experience focusing on the overall care quality of interaction between our customers and the brand.
• Committing to our service care charter striving to continuously make a positive difference.
• To enable the management of the patient is appropriate according to medicine formulary, clinical protocols and guidelines.
• With specific focus on chronic disease management and overall special touch cases.
• Holistically identifying and handling complex care requests for the patient and their support structures.

Accountabilities

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:

• 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

Operational 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 values

Stakeholder 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-in

Qualification and Experience 

• 2 – 3 years Allied Health Professional Experience Essential
• 2 years Pharmacist Assistant Experience Advantageous
• 2 – 3 years Pharmacist experience Advantageous
• 2 – 3 years Manage Care Advantageous
• Registered Pharmacist. Relevant and active registration with regulatory body

Knowledge and Skills 

Knowledge:

• Customer service operations
• Customer preferences and personality styles
• Private Health Care Industry
• Healthcare facilities industry
• Health legislation and regulatory
• Application of service processes

Skill:

• Administration
• Agility, Resilience and Adaptive
• Active Listening skills
• Excellent administration skills
• Customer Engagement
• Engagement Coping
• Problem solving
• Time management skills
• Microsoft Suite
• Written and verbal communication skills
• Computer Technology Skills
• Quality driven
• Numerical Ability
• Customer Care

Personal Attributes

• Attribute
• Accountability
• Knowledge of legal requirements, benefits and best practice
• Excellent interpersonal skills
• Collaborative
• Demonstrates self-awareness
• Purpose driven focus
• Growth Mindset
• Empathetic
• Encourage Engagement
• Manage Complexity
• Action Orientated
• Receptive to feedback