Client Relationship Manager-Fixed Term Contract at Discovery Limited

Key Purpose:

To accurately review and assess In Hospital related queries and updates, in line with Discovery Health products and in accordance with benefit entry criteria and established protocols.

Key outputs:

The successful applicant will be responsible for but not limited to the following job functions:

• Dealing with all IH queries and escalations through to resolution
• Enforcing policy, protocol and benefits decisions
• Answering inbound calls timeously
• Meeting daily Operational Targets, TWT, Hunt line SLA etc.
• Ad Hoc duties based on business requirements
• Communicating effectively and accurately, progress, outcomes to complainants verbally and in writing
• To liaise with relevant stakeholders involved in the member’s care to ensure the best possible member journey

Skills ;

• Adapts interpersonal style to suit different people or situations
• Adapts to changing circumstances
• Assertive and confident
• Attention to detail
• Customer focused
• Demonstrates integrity
• Shows urgency and passion for servicing

Behavioral Attributes:

• Action Oriented - Enjoys working hard; is action oriented and full of energy for the things he/she sees as challenging; not fearful of acting with a minimum of planning; seizes more opportunities than others.
• Dealing with Ambiguity - Can effectively cope with change; can shift gears comfortably; can decide and act without having the total picture; isn't upset when things are up in the air; doesn't have to finish things before moving on; can comfortably handle risk and uncertainty.
• Integrity and Trust - Is widely trusted; is seen as a direct, truthful individual; can present the unvarnished truth in an appropriate and helpful manner; keeps confidences; admits mistakes; doesn't misrepresent him/herself for personal gain.
• Learning on the Fly - Learns quickly when facing new problems; a relentless and versatile learner; open to change; analyzes both successes and failures for clues to improvement; experiments and will try anything to find solutions; enjoys the challenge of unfamiliar tasks; quickly grasps the essence and the underlying structure of anything.
• Organizational Agility - Knowledgeable about how organizations work; knows how to get things done both through formal channels and the informal network; understands the origin and reasoning behind key policies, practices, and procedures; understands the cultures of organizations.
• Perseverance - Pursues everything with energy, drive, and a need to finish; seldom gives up before finishing, especially in the face of resistance or setbacks.
• Written Communications - Is able to write clearly and succinctly in a variety of communication settings and styles; can get messages across that have the desired effect.

Qualification & experience:

The following requirements are essential:

• Matric
• Nursing Qualification (Enrolled/Professional Nurse)
• Valid SANC Registration
• Discovery Health working experience in a clinical role
• Discovery Health products and system knowledge
• PMB Legislation Knowledge
• Analytical Skills
• Effective Communication Skills (Written & Verbal)
• MS Office

The following requirements are advantageous:

• 1 year CRM Experience
• Discovery Health Pre-Authorizations working experience
• 3-6 months consistent on/above par performance