Quality Coach at AfroCentric Group

Quality Coach

AfroCentric Group is looking for a Quality Coach to ensure service to the stakeholder is evaluated, feedback is given and issues resolved to ensure Medscheme stakeholders receive excellent quality and accuracy of clinical information and service and the risk of misinformation is mitigated.

Responsibilities and Duties

• Conduct consistent quality assessments by the required deadlines and provide impactful feedback on identified quality issues, concerns and successes that lead to measurable improvements
• Identify and implement creative, impactful solutions to identified or potential quality issues
• Defined legal, statutory and regulatory compliance is maintained at the required standards
• Operational risk and governance structures, measures and frameworks are complied with and necessary action is taken to address issues, when necessary
• Meet delivery objectives through working with other team members within and linked to the department / project
• Resolve operational performance variations and problems and escalate unresolved issues to higher levels
• Ensure delivery targets/objectives are met and operate in a supportive manner to achieve successful delivery
• Provide coaching and quality analysis data and complete required feedback and productivity reports to standard and within deadlines
• Resolve coaching or quality assessment queries accurately, to standard and within SLA
• Keep up to date with operational changes implemented in response to important external influences
• Deliver in a manner that supports and meets operational quality standards and meets the defined departmental priorities
• Perform according to defined operational best practice and identify and implement opportunities for continuous delivery improvement
• Deliver personal performance within Human Capital frameworks and policies to ensure delivery to agreed standards and objectives
• Engage in development, coaching and mentoring
• Support transformation through valuing diversity
• Behave in alignment with the Afrocentric values

Competencies

• Facilitation skills
• Problem Solving
• Attention to Accuracy and Detail
• Numerical Ability
• Customer Focus
• Coaching skills

Experience

• A minimum of 2 years professional practice experience post qualification with experience working in a managed care environment an advantage
• Knowledge of scheme rules and contractual negotiations
• Application of clinical intervention principles
• Application and understanding of Total Quality Management (TQM)
• Knowledge and application of relevant legislation
• Knowledge and application of processes and procedures

Qualifications

• Relevant Nursing/Pharmacist qualification; Council Registration (preferred), certified in coaching and mentoring (advantageous)