Service Consultant at Alexander Forbes

Introduction

The purpose of the job is to assist a Senior Consultant in delivering a professional and excellent quality of service and consulting advice to clients, in accordance with the Service level agreement and year planner.

Minimum Requirements

• Matric,  
• Accredited with CMS and FSB,
• NQF 5 
• Regulatory Examination 1
• Relevant Degree or equivalent (an advantage)
• 2 - 3 years’ experience in a healthcare brokerage
• Healthcare industry, product and legislative knowledge
• Driver’s license – essential,  willing to travel

Professional Membership or Registration

• CMS
• FSB 

Job Specification

Key Performance Areas

• Manage medical scheme membership retention  
• New business growth 
• Client satisfaction and customer orientation
• Integrated value proposition and collaborations across the broader AF Group divisions
• Client management and consulting
• Maintain client relationships
• Ensuring compliance to internal processes and industry bodies

1) Financial 

• Manage costs within your control, including costs relating to travel, accommodation, telephone and printing.
• Ensuring confirmation of income is done quarterly.
• Identify growth, new business and cross selling opportunities within client base.
• Notifying Consulting Manager of expenses to be incurred

2) Clients

• Ensure SLA is in place and adhered to.
• Ensure client retention. 
• Remaining client focused at all times, and ensuring that you are results and solution focused and follow through timeously.

Billing

• Billing Reconciliations knowledge and experience essential.
• Provide payroll contact training as and when required and maintain relationships.  Provide admin manuals.
• Ensuring that all queries raised by the members and payroll are resolved.

Communication & Training

• Ongoing member contact, interaction and the maintenance of relationships. 
• Conducting presentations and workshops for employer contacts, members and employees at year end and during the year as needed.  Distribution of induction material.
• Establish and maintain strong relationship with both the client and the relevant scheme/s.
• Handling client calls and queries timeously
• Compilation and distribution of member/client communication when required.
• Preparation of relevant material for induction sessions.
• HR/Payroll training on scheme administration processes. 
• Daily communication and correspondence with clients, both formal and informal. 

Other

• Monitoring and follow through outstanding member application forms, as well as monitoring of tracking report.
• Planning and implementing Health/Wellness Days.
• Escalate and resolve problematic member queries.
• Identifying areas were process failure and client dissatisfaction exists and develops strategies/solutions in conjunction with Senior Consultant to address these matters.
• Remaining client focused at all times, and ensuring that you are results and solution focused and follow through timeously.
• Identify key areas of concern with regards to affordability/benefits on both member/employer level.
• Drafting and circulation of minutes after each meeting to company contacts.  Minutes must be signed off by client prior to filing.

3) Compliance to Internal Processes

• Ensuring that standard documents i.e. file notes, FNA’s and minutes of meetings are issued timeously as per consultants manual 
• Adherence to SLA deadlines.
• Support consultant in preparation of reports and proposals. 
• Delivering of service and commitments to the client thus building maintaining a trust relationship with client.
• Act as the interface between member and client.
• Act as the interface between the client and third parties i.e. schemes, council etc.
• Internal office administration i.e. ongoing updating of client data bases / client activity list, distribution lists, Quarterly Magazines, Newsletters, etc.
• Adherence to compliance as set out in company compliance manual and consultants’ manual.
• Ensuring that relevant invitations are extended to the correct contact people – i.e. Hot Topics, Employer Seminars, and CEO Breakfasts etc. are extended and issued and followed up on timorously to clients. Keeping Senior Consultants informed of all developments within the client base.
• General administration, filing and updating on Sharepoint. Electronic storing of minutes, FNA, file notes and reports etc. 
• Updating of Complaints and gift register
• Responsibility to client and Consulting Manager / Senior consultant with regards meetings etc.

4) Project Management 

• Year end project planning participation including the preparation of client communication, presentations conducted and reports presented.

5) People

• Attend required internal and external forums and training courses.
• Maintaining necessary NQF Level credits
• Alignment with a senior person for advice and assistance (not necessarily Consulting Manager) for mentorship. 
• Maintain knowledge of the healthcare industry and keep abreast of changes