Client Relationship Manager at CallForce

Job Description

Medical Aid company seeks a client relationship manager to run their call centre.

The ideal candidate must have the following:

• Grade 12
• Call Centre qualification
• 2 -4 years call centre management experience
• Extensive knowledge of the following:
• Claiming Processes with regards to tariff, modifier and nappi codes
• Medical Schemes Act No 131 of 1998 and the associated regulations
• Scheme Rules
• Intermediate medical terminology, knowledge of medical procedures, medical conditions and operations
• Prescribed Minimum Benefits
• Chronic Diseases List
• Benefit options
• Reference Pricing
• MMAP
• South African Medical Association
• Internal systems and processes within SHM (ISO)
• Medical Aid Administration systems such as iMed
• Forecasting and Scheduling SAP

The purpose of the Client Relations Manager role is:

• To ensure that the department operates optimally with the allocated resources to ensure that all stakeholders’ interests are met
• Scheme members receive excellent service
• Contracted scheme service levels are met
• Inspire a high-performance culture and energy within the team
• Scheduling, planning, organising, leading and controlling the department
• Customers
• Analyse workforce needs depending on seasonal trends and patterns
• Ensure that solid relationships are built and maintained within SHM to facilitate efficient and effective customer query resolution
• Ensure that trends or developments within Contact Centre that effect other departments within EPH are communicated on a regular basis
• Identify strengths and growth points within the department – identify innovative ways to reward strengths and address growth points.