Health Service Centre Team Leader at Kaelo Engage

Job Description

• The Kaelo Health Call Centre Team Leader will support Servicing Consultants with coaching, training and quality management.  
• Call centre servicing and escalation management. Prime Cure, Client services.

KEY OUTCOMES (not limited to) Level 4 and 5 process elements

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 queries are attended to accurately and within the agreed turnaround time
•        Monitoring of daily performance statistics and workforce management
•        Daily Service Centre 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

SPECIAL REQUIREMENTS

•        Communication skills
•        Analytical ability
•        Time management
•        Customer focus
•        Ability to adapt to an ever changing environment
•        Cope well under pressure

PERSON DETAILS: WORK EXPERIENCE

REQUIRED

• ·       2 Years’ Service centre experience
• ·       1 Year team management and leadership experience
• ·       Health claims experience

PREFERRED

•        Health Insurance industry
•        Membership and data capturing experience

Qualifications
REQUIRED

•        Grade 12 – Matric
•        Post matric general management qualification

RE 5

•        Accreditation would be advantageous (a minimum of 120 credits

PREFERRED

TECHNICAL SKILLS OR KNOWLEDGE

REQUIRED

• ·       Computer literate, including Microsoft Excel (Intermediate – Advanced)

PREFER­­­­­RED

Additional Information

•      Accountability
•      Action orientated
•      Communication
•      Business writing skills
•      Manages complexity
•      Problem solving skills
•      Encourages engagement
•      Planning and organisation
•      Resilient and adaptive
•      Systems thinking and connecting ability
•      Purpose driven
•      Significance and values orientated