Overall purpose of the role:

As the Inhouse Helpdesk team leader, your role is pivotal in ensuring the smooth operation of the Inhouse Healthcare team at Simeka Health. You will be responsible for managing and supervising all aspects of the team’s activities, from resolving escalations to providing support and guidance to team members. Your leadership will play a key role in maintaining high standards of service delivery, fostering a collaborative team environment, and ensuring that all operational processes are efficient and effective. By leveraging your expertise and experience, you will contribute to the success and growth of the Inhouse Healthcare team, ultimately making a positive impact on the overall healthcare services provided by Simeka Health.

Key Responsibilities:

• Demonstrate strong leadership skills to oversee an In-house Healthcare team handling advice, claims, queries, and the application process.
• Supervision and monitoring of advice and Intermediary services.
• Addressing escalations and complaints.
• Establishing an efficient administrative channel between clients and service providers.
• Communicating with clients in a professional manner, both in writing and verbally.
• Providing advice when required, monitoring retention and cross-selling to existing clients – Medical Schemes/Gap Cover/Primary Healthcare Insurance.

Key Responsibilities (contiouse)

• Compiling monthly Management and Broker Tools reports
• Managing incoming calls, group inboxes, logging queries and SRS requests..
• Monitoring claims and queries on the CRM within specified turnaround times.
• Offering ongoing training on processes and the CRM to align with business procedures.
• Ensuring compliance requirements and service level commitments are met.
• Cultivating relationships with Medical Schemes and Providers.
• Overseeing communication and the year-end advice process for Individual clients.
• Assisting with communication/campaigns to Individual clients.
• Supervision of Associate Healthcare Consultants.
• Providing training to the Centralized Service Centre as needed.

Qualification and Experience:

• Industry related Degree or Diploma (NQF level 5)
• Regulatory Examination RE5
• Regulatory Examination RE1 is advantageous.
• Full Accreditation with the Council for Medical Schemes (not under supervision)
• 3 – 5 years’ experience within the Healthcare environment
• 1 – 2 years Management / Team Leader / Call Centre experience in the healthcare environment
• Experience in healthcare training advantageous.

Knowledge and Skills:

• Working knowledge of operational processes.
• Healthcare administration systems
• Proven ability to lead a team.

Core Competencies:

• Cultivates Innovation by creating new and better ways for the organization to be successful.
• Client Focus – Building strong customer relationships and delivering customer-centric solutions.
• Drives Results – Consistently achieving results, even under tough circumstances.
• Collaborates – Building partnerships and working collaboratively with others to meet shared objectives.
• Resilience – Rebounding from setbacks and adversity when facing difficult situations.

Personal Qualities:

• Organisational Savvy – Maneuvering comfortably through complex policy, process and people related organizational dynamics.
• Manages Complexity – Making sense of complex, high quantity and sometimes contradictory information to effectively solve problems.
• Drives Engagement – Creating a climate where people are motivated to do their best to help the organisation achieve its objectives.
• Business Insight – Applying knowledge of the business and marketplace to advance the organisation’s goals.