Available Job Opportunities at Discovery Limited

Key Purpose 

• Dealing with all queries related to Chronics and HIV. 

Areas of responsibility may include but not limited to: 

• Taking calls and dealing with Discovery queries; 
• Dealing with queries from franchises, brokers & the public; 
• Dealing with all queries related to Chronics and HIV 
• Dealing with all queries through to resolution; 
• Admin functions;  
• Policy changes to the product; 
• Working on Discovery Systems; 
• Assisting with escalated queries from brokers and franchises.

Personal Attributes and Skills 

• Self- motivated and pro-active; 
• Team player; 
• Assertiveness and can easily adapt to change; 
• Able to prioritize and work under pressure;  
• Very organized, positive, and service orientated;  
• Professional at all times;  
• Attention to detail; 
• Empathetic; 
• Sensitive

Education and Experience 

Essential:  

• Minimum 50% English, Maths / Maths Literacy or Accounting
• Excellent verbal and written communication skills;  
• Excellent administration skills;  
• MS Office and PC literate;  
• Contact centre consultant skill

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Key Purpose

• Research, development and implementation of innovative insurance products and rewards mechanisms that will complement Discovery Insure’s existing suite of products.

Areas of responsibility may include but are not limited to

• Research into new insurance products and risks to make informed and innovative product development decisions.
• Key involvement in the design, development, and implementation of new products.
• Analytical and pricing capabilities to understand the financial implications and parameters involved when developing new products, to ensure profitable results.
• Collaboration with various teams within Insure and the group on product development and strategic projects.
• Working with other teams to ensure products are operating in an efficient and accurate manner.
• Monitoring and reporting ongoing results to ensure products are producing optimal results.

Technical Skills and Knowledge

• Modelling skills preferred

Programming skills:

• SQL
• Python
• Microsoft Office (Excel, PowerPoint and Word) – advanced level of Excel
• Ability to simplify ambiguous information
• Strong written and verbal communication
• Leadership qualities
• Project and people management
• Advanced modelling skills
• Statistical knowledge
• Analytical capabilities
• Conceptual thinking.
• Passion for learning,

Education and Experience

Education:

• Matric (Essential)
• Minimum 6- 7 completed CT subjects (essential)
• TASSA qualification (advantageous)
• Nearly/newly qualified Actuary (advantageous)
   

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Key Purpose

• To deliver world class service to all Discovery Health Members, Providers, Employer groups, Hospitals, and Brokers by supporting and fully resolving their queries through various servicing channels, primarily over the telephone.
• To effectively manage the risk of in-hospital admissions by using your clinical knowledge and integrating this with your understanding of the benefits of the scheme and ensuring accurate information regarding funding

Key outputs

The successful applicant will be responsible for but not limited to the following job functions:

• Confirming benefits according to set protocols and funding rules
• Accurately obtaining and capturing information to confirm correct funding
• Servicing all key stakeholders telephonically and via other servicing channels until the query has been resolved
• Servicing key stakeholders in a customer centric way to ensure that we live by our service principles
• Keeping up to date with product changes and benefits to ensure that all key stakeholders are accurately serviced
• Continuously staying abreast of all digital servicing tools within the business and ensuring that the functionality is fully understood
• Achieving and exceeding key performance metrics relating to service delivery
• Keeping abreast of continuous process, product updates and digital tools
• Dealing with multiple interactions
• Consistently utilizing all servicing tools available

Competencies and Skills

Behavioural Competencies

• Following instruction and procedures (Self-development)
• Analysing  (Managing Complexity)
• Learning and Researching (Nimble Learning)
• Presenting and communicating information (Communicating effectively)
• Delivering results and meeting customer expectations (Customer focus)
• Deciding and initiating action (Decision Quality)
• Working with people (Collaborating)
• Writing and reporting (Communicating effectively)

Knowledge

Anatomy and Physiology

Skills

• Time Management
• Verbal and written communication
• Working under pressure

Personal Attribute and Skills:

• Customer Centric
• Able to work during international business hours (UK Time zone)

Education and Experience

Education:

• Matric
• South African  accredited Clinical Qualification

Experience

• At least 6 months working experience in a customer services or clinical environment

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Key Purpose

• Provide technical support to our user base by analysing the issues reported, provide timeous and appropriate resolution and perform hierarchical escalation of unresolved tickets or complaints.

Areas of responsibility may include but not limited to:

• Acknowledgement of all incoming contact Incidents and Requests in line with agreed SLAs.
• Accurate logging of all incoming contacts in the mandated Service Management Tool.
• Initial Classification and Prioritisation of each Contact against the agreed Severity Matrix and utilizing the correct Contact Categorization.
• Perform initial Analysis, Investigation and Diagnosis of the Incidents / Requests.
• Performing second line resolution of incidents passed on by 1st line support
• Provide support and guidance to 1st line support on escalated queries.
• Liaise with the development team in investigating issues that are not resolved on 2nd line
• Monitor resolution progress, provides updates on contacts when required and escalates if they are urgent or have breached agreed SLA.
• Monitor and manage all group nodes to prevent SLA breaches and ensures all New, In Progress or returned tickets are actioned correctly and within SLA.
• Provide appropriate input to the Knowledge Base.
• Perform afterhours support during billing times on a rotational basis
• Ensure each Contact is logged with a valid reference number and that all communication is managed from within the mandated Service Management tool.
• Acknowledge any Complaint and attempts to provide a resolution and execute hierarchical escalation where necessary to ensure the complaint is resolved.
• Smart Advice tool support
• Desktop support

Education and Experience

Essential:

• Grade 12
• Maths (50%) 0r Maths Literacy (60% )
• Diploma in Information Technology

Advantageous:

• Intermediate proficiency in MS Excel & MS Outlook
• Intermediate proficiency in Java programming

Technical Skills and Knowledge

• Knowledge of Long-term Insurance (Advantageous)