Health Service Centre Team Leader - Birdhaven at Kaelo

Job Description

• The Kaelo Health Service Centre Team Leader is responsible for call centre servicing and escalation management across the Health business including - Prime Cure, Client services, Intermediaries. They will support Servicing Consultants with coaching, training and quality management. There is a strong focus on efficiently resolving the service request whilst ensuring exceptional customer service and satisfaction. The service centre team leader has the responsibility of ensuring that the team carry out their responsibility while keeping the team motivated and efficient.

KEY OUTCOMES 
Determines service centre operational strategies by conducting:

• Assessments
• Performance Review
• Capacity Planning 
• Productivity Quality
• Customer service standards 
• Maintains and improves service centre operations by monitoring system performance
• Accomplishes service centre people objectives by recruiting, selecting, training, assigning, couching, counselling and disciplining employees.
• Prepare service centre performance report by collecting, analysing, and summarising data and trends
• Reporting and Managing Key Team Deliverables
• Monitoring of the daily dashboard to ensure adherence to SLA
• Monitoring the teams accurate and efficient processing of claims 
• Contribute towards continuous improvement and innovation at process and procedure level
• To ensure that all claims processing and queries are attended to accurately and within the agreed turnaround time 
• Monitoring of daily performance statistics and workforce management 
• Daily claims focus and work allocation
• Assist clients with escalated queries and provide suitable query resolution
• Accurate completion of people management tasks on a daily basis
• Ongoing feedback to clients

People and Team Management 

• People and team management 
• Ensuring participative leadership and strong communication within the team
• Collaboration with all business areas
• Coaching and peer to peer learning

Knowledge and Quality Management 

• Developing of all employees and ensuring smooth onboarding for new employees.
• Review, maintenance and improvement of all processes and document management
• Quality assurance and trending 
• Contribute toward risk management

Qualifications
SPECIAL REQUIREMENTS

PERSON DETAILS: WORK EXPERIENCE
REQUIRED

• 2+ years' service centre experience

PREFERRED

• Health Insurance industry
• Team management and leadership experience

EDUCATION: QUALIFICATIONS: ACCREDITATIONS WITH PROFESSIONAL BODY
REQUIRED

• Matric

PREFERRED

1. RE5 Accreditation (a minimum of 120 credits)

TECHNICAL SKILLS OR KNOWLEDGE
REQUIRED

• Computer Literacy Skills

PREFERRED

Additional Information

• Accountability
• Action orientatedCollaborative
• Communication
• Business writing skills
• Manage complexity
• Problem solving skills
• Decision thinking
• Encourages engagement
• Resilient and adaptive
• Resourceful
• Demonstrates self-awareness
• Purpose driven
• Significance and values orientated