Regional Coordinator at Health Solutions Africa

Role Purpose    

Lead the regional offices/ walk-in center team to support clients with requests, queries, and documentation in accordance with agreed Service Level Agreements and legislative and compliance requirements. Deliver an excellent client-centric experience

Requirements    

• A degree in Business Management, Client Service, or Marketing.
• 3 years Medical Aid or Financial Services experience.
• 2 years managerial experience (preferred).
• Knowledge of the medical schemes industry will be an added advantage.
• Ability to work after hours.
• Ability to travel and in possession of a valid code 08 driver's license

Duties & Responsibilities    

• Induct, teach, coach, mentor, and supervise branch staff to meet and exceed performance standards and enable progression in their career path.
• Recruit, select, and retain high-quality branch staff to build capacity to meet current and future staffing needs in accordance with member visitation patterns.
• Ensure the Branch meets and exceeds Voice of Customer (VOC), productivity, and quality targets.
• Adhere to high ethical standards and ensure branch staff comply with SOPs and regulations.
• Timeously complete all administrative and reporting duties, including staff engagements.
• Continuously monitor turnaround times, quality standards and resolve issues speedily to enhance and deliver a superior customer experience.
• Manage client query processes and ensure that queries are tracked, accurately resolved, and used as a mechanism to improve client service and business processes.
• Build and maintain relationships with clients and internal and external stakeholders.

Competencies    

• Ability to work under pressure while being client-centric at all times.
• Assertive with good communication skills and the ability to access and use information.
• Ability to be creative, innovative, and a problem solver with collaboration and inclusiveness.
• Self-management and results-driven behavior with attention to detail and a high level of accuracy.