Key Purpose

• 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 outputs

• The successful applicant will be responsible for but not limited to the following job functions:
• Confirming benefits according to set protocols and funding rules
• Accurately obtaining and capturing information to confirm correct funding
• Servicing all key stakeholders telephonically and via other servicing channels until the query has been resolved
• Servicing key stakeholders in a customer centric way to ensure that we live by our service principles
• 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
• Achieving and exceeding key performance metrics relating to service delivery
• Keeping abreast of continuous process, product updates and digital tools
• Dealing with multiple interactions
• Consistently utilizing all servicing tools available

Competencies and Skills

Behavioural Competencies

• Following instruction and procedures (Self-development)
• Analysing  (Managing Complexity)
• Learning and Researching (Nimble Learning)
• Presenting and communicating information (Communicating effectively)
• Delivering results and meeting customer expectations (Customer focus)
• Deciding and initiating action (Decision Quality)
• Working with people (Collaborating)
• Writing and reporting (Communicating effectively)

Knowledge

• Anatomy and Physiology

Skills

• Time Management
• Verbal and written communication
• Working under pressure

Personal Attribute and Skills:

• Customer Centric
• Able to work during international business hours (UK Time zone)

Education and Experience

Education:

• Matric
• South African  accredited Clinical Qualification

Experience

• At least 6 months working experience in a customer services or clinical environment