Medical Data-Collections Service Agent - Centurion at Momentum

Role Purpose    

• As a Service Agent within Fastlane, you will be one of Momentum's brand representatives. The main purpose of your role will be to increase client loyalty through effective and efficient service to our clients.
• Your role will entail, but is not limited to, contacting clients to facilitate the completion of medical information pertaining to new or existing business; facilitate bookings for medical appointments once underwriting requirements have been set and facilitate any medical questionnaires arising from a client completing an insurance medical within a fast paced, pressurized servicing environment.
• In addition, you will be responsible for resolving product related queries and accurately processing information in response to requests about the Momentum product offering. As a Service Agent you will be introduced to the various processes and client interaction practices related to the Momentum range of products in order to effectively contribute to MMI's strategic objectives.
• Your role will be focused on interaction with key stakeholders which includes clients and/or intermediary networks and service providers both telephonically and electronically (e-mail). In your role as Service Agent your voice and your dedication to service excellence will be the personal connection in a world centered by our clients.

Requirements    

• Matric
• Working knowledge of medical conditions and/or terminology.
• Degree or Diploma in Nursing or Phlebotomy.
• 2 years of Insurance underwriting or insurance medicals experience. (Advantageous)

Duties & Responsibilities    

• Deliver positive and seamless customer service and support during every interaction telephonically and electronically with the client in a considerate and timely manner.
• Compose thoughtful, personalized telephonic and email responses for a variety of client needs.
• Conduct telephonic interviews to complete medical information pertaining to the new or existing business.
• Schedule appointments for client insurance medicals.
• Complete medically related questionnaires telephonically.
• Maintain active engagement with customers and promptly act on various interaction platforms.
• Contribute to the achievement of set team targets.
• Research, follow-up and resolve client (internal and external) enquiries and problems through effective interaction with clients, intermediaries, service providers and other internal or external staff in a timely and professional manner.
• Take responsibility for managing both reputational and financial risk as a result of interactions with both internal and external clients.
• Maintain client confidentiality at all times.
• Live the MMI values namely: Accountability, Diversity, Excellence, Integrity, Innovation and Teamwork.
• Adhere to Client Centricity and Treating Customers Fairly Principles.
• Actively improve own performance and drive own development –; including to continuously improve knowledge levels for personal growth and improvement.
• Contribute to the team's success through being an effective team player.
• Be involved with the quality assurance procedure of all captured information.

Competencies    

• Working with and Servicing People: Demonstrating interest in others, working effectively in teams, building team spirit, and showing care and consideration for individuals.
• Adhering to Principles and Values: Upholding ethics and values, acting with integrity and embracing diversity.
• Relating and Networking: Establishing effective relationships with clients and colleagues, networking effectively within and outside of the organisation and relating well to individuals at all levels.
• Presenting and Communicating of Information: Speaking clearly and fluently, expressing opinions and arguments clearly and convincingly with confidence.
• Analysing: Analysing data of a verbal and numerical nature and other sources of information, breaking information down into components, probing for further information and generating workable solutions to problems.
• Learning and Researching: Learning new tasks quickly, remembering information and gathering data for effective decision-making.
• Delivering Results and Meeting Expectations: Focusing on client needs and satisfaction, setting high standards for quality and quantity and consistently achieving set goals.
• Following Instructions and Procedures: Following instructions and procedures, adhering to schedules and demonstrating commitment to the organisation.
• Coping with Pressures and Setbacks: Working productively in a stressful environment, controlling emotions in difficult situations and handling constructive criticism effectively.
• Achieving Personal Work Goals and Objectives: Accepting and tackling demanding goals, working longer hours when necessary and identifying opportunities for progressing to more challenging roles.

Skills

• Excellent business writing and communication skills.
• Exceptional attention to detail.
• Time Management
• Proficient in English and Afrikaans - to provide exceptional quality of service telephonically and electronically.
• Proficient in Microsoft office: Excel, Word, and Outlook.