Consultant - Dreaded Disease at Old Mutual

Job Description

• Update client eligibility for Full life cover or Accidental Disability Benefit (ADB) on the IWyze system based on medical underwriting outcomes.
• Follow up on medical underwriting assessment outcomes for existing policies in 3 and 6 month intervals.
• Field client queries regarding requests to know medical underwriting outcomes – specifically, implement referral process to medical practitioner for sharing of HIV test results.
• Utilise intricate knowledge of dread disease systems and processes (e.g. Lancet/Clicks) to ensure updated client information.
• Build and maintain relationships with vendors
• Leverage existing stakeholder relationships in order to continuously improve the customer experience

Make Outbound calls:

• Phone clients to update policy cover, if positive inform client in an appropriate manner as to why cover dropped without informing client of the result – by referring him/her to their medical practitioner for sharing of HIV results. Client is negative depending on timeframe past agent would do a declaration of health.
• Deal with any internal queries from sales, client services and retentions teams regarding HIV test locations, any updates in process or any changes which could operationally impact the call centre, with regards to testing.
• Phone Nurses/Locums at pharmacies and labs to follow up on results.
• Phone travelling nurses to confirm when client would be tested/ why client was not tested etc.
• Audit invoices from Lancet and Clicks, if any issues are picked up speak to Team leader or manager at vendor to confirm correct amounts in respect of nurse requests not honoured and incorrect results or test being loaded.
• Keep SOP for HIV process up to date.
• Escalate any issues regarding client experience through vendor with Lancet/Clicks and initiate meetings to discuss pain points and improvements.
• Handle incoming and outgoing calls to assist clients whose HIV tests are outstanding in accordance with service level agreement targets.
• Act on customer enquiries, updating of results, following up with suppliers and clients relative to completion of medical tests for insurance purposes.
• Communicate policy eligibility as informed by HIV test results
• Complete client requests for appointments and completion of medical tests at one of multiple test providers.
• Effectively and efficiently resolve client queries within agreed turnaround times to ensure client satisfaction and retention.
• Extract results reports and manually update medical results where failures occur in automated processes.
• Liaise with external suppliers for the receiving, checking/vetting and submitting to finance of supplier invoicing and following up on payments.
• Liaise with IT where there are breaks in system processes between internal and external parties.

Closing Date

• 09 September 2022