Career Opportunities at Coloplast

The Consumer Services Specialist is responsible for ensuring completeness and accuracy of the operational aspects of the consumer journey which includes: enrolments of consumers, sales orders process, answering queries on products and/or services and providing exceptional consumer service.  

The ideal candidate will be a professional individual who learns quickly, has a keen eye for detail, has the aptitude to fully understand our end-to-end process and deliver exceptional consumer service while adhering to policies and processes.

You will be part of the Coloplast South Africa Team and report to the Call Centre Team Lead.

Your key responsibilities will be

• Answer incoming phone calls from Consumers/stakeholders and perform duties including capturing sales orders, resolving consumer queries, answer questions on products and/or services
• Outbound calls to consumers to confirm monthly orders and products
• Responsible for the conversion of leads within SLA and verification of all mandatory Consumer masterdata and documents
• Ensuring all email queries are actioned within 48 hours
• Ensuring all changes to masterdata are updated in the CRM system timeously and that masterdata is complete and accurate at all times
• Logging consumer complaints in the CRM system timeously and following up with the necessary action
• Ensuring all consumer interactions are recorded in the CRM system as per SOP
• Asking insightful questions that get to the root cause of the consumer’s query
• Consumer sales activities as per scheduled campaigns
• Any other Consumer service-related tasks as requested

Professional qualifications

• At least one year of working experience
• Tertiary qualification is an advantage
• Previous experience in a medical field is an advantage

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As Case Management Lead, you would form an integral part of the journey by facilitating the reimbursement process and using the available resources to promote Consumer quality of care, and the best possible funding outcomes.

When joining Coloplast you will enter a truly global company that offers great challenges, opportunities and rewards. Reporting to the Head of Direct Operations for South Africa, you will be situated in our Sandton based office, together with the local HQ team.

Your key responsibilities

Coloplast Consumer advocacy

• Work cross-functionally to ensure smooth end-to-end authorization for Ostomy and Incontinence Consumers that delivers an optimal  experience;
• Create and maintain a clear set of guidelines that educates Consumers on their condition, their funding options and their Medical Scheme benefit limit and rules.
• Help Consumers navigate our local health reimbursement system and own their relationship with the Medical Schemes by connecting them with the correct departments within medical schemes.
• Provide guidance on early case strategy and the appropriate pathway for future management i.e., settlement or investigation.

Relationship building with internal and external stakeholders

• Own and create the relationship with Medical Aid Schemes in South Africa together with Market Access to ensure close collaboration for improved patient outcomes.
• Acting as a technical expert for the team, by reviewing and dealing with complex, challenging and sensitive case management issues when it comes to Consumers’ needs.

People Leadership

• Live our leadership principles and proactively manage the team of Case Management Specialists and their KPIs
• Coaching and training of the team and ensuring new processes are implemented effectively

Reporting and tracking

• Lead the case management processes by using a continuous improvement mindset (identify need for change, plan, implement and test).
• Implement Case Management controls for tracking and feedback to our Consumers and our internal team.
• Agree to clear KPI’s, and drive performance management against those KPIs.

Forward thinking and innovation

• Monitoring and gaining an understanding of the evolution of medical aid plans and collaborating with key stakeholders in the financial management of treatments;
• Mitigation of risks related to health spend.
• Review Treatment plans on a case by case basis, within the bounds of protocols and guidelines;

Education and Experience Criteria

• High school diploma or equivalent required;
• Minimum education of Bachelor’s Degree;
• Minimum 2 years’ experience in a funding or managed care related environment. 
• Relevant experience in case management with a key understanding of the funder landscape within South Africa is crucial.
• 2 years team lead experience is advantageous

Knowledge, skills and abilities

• We are looking for an experienced, commercially minded and operationally strong case management lead with a proven track record of implementing and streamlining projects and making sure they have high impact for the business and the care of our Consumers.
• Thorough knowledge of case management principles, healthcare management and ICD coding knowledge;
• A comprehensive understanding of the Medical Schemes Act and regulations;
• Set knowledge and expertise when it comes to PMB (Prescribed Minimum Benefit) conditions and PMB level of Care;
• Strong business acumen and commercial understanding;
• Strong written and verbal communication skills; reporting skills;
• A deep passion for customer service and an understanding of customer behaviour;
• Ability to convey medical terms and treatment plans so they are understood by Coloplast Consumers;
• Excellent organisational and time management skills;
• Astute problem-solving skills with the ability to multi-task;
• Compassionate and empathetic demeanour for Consumers with the ability to work both independently and in a group/team environment;
• Effective and the skilled use of Microsoft Office Products (PowerPoint, Excel, Word, Teams and Outlook) skills, plus the ability to use a variety of other word-processing, spreadsheet, database, e-mail and CRM software (preferably experience in SalesForce);
• Excellent numerical skills and the ability to construct fact-based recommendations and business cases

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As a Sales Specialist, you will be responsible for the execution of our Patient Support Programs and Partnership Sales Model. You will proactively engage with new and existing Consumers over the phone and collaborate across functions within the Consumer Care department.

You will be part of the Coloplast South Africa Team and report to the Consumer Sales Team Lead.

Your key responsibilities will be

• Portray a positive company image and engaging in professional and consumer-centric communications with customers
• Execute outbound calls according to defined call protocols, ensure that follow ups are done timeously and all actions and solutions are recorded in the CRM system
• Actively listen to consumer needs and enquiries to determine appropriate action to be taken
• Establish and maintain customer relationships for a lifetime dialogue
• Retain existing consumers through excellent support and high satisfaction levels
• Recruit new customers through direct selling approaches and follow-up on leads
• Related office and administration duties to complete customer care activities

Personal qualifications

• Excellent verbal and written communication skills
• High energy with a passion for solution-driven engagement with consumers
• Successful working in cross-functional teams
• Proficient in Microsoft Office and CRM

Professional qualifications

• Proven track record and experience in a consumer (business to consumer) focused environment, preferably a call centre
• Experience in upselling and cross-selling
• Tertiary qualification is an advantage
• Previous experience in the Health Care industry is an advantage

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The Human Resource Compliance and Payroll Coordinator will play a key role in the Business Support team reporting to the Finance Manager by providing support and coordination for a variety of HR Compliance processes and programmes. In this Human Resource (“HR”) service delivery role, the professional will be responsible for areas such as Payroll administration, BBBEE compliance, Employee Tax compliance (UIF/PAYE/SDL) and other HR related support tasks.

Major Areas of Accountability (not limited to)

Payroll

• Process payroll as per data received from People & Culture (P&C) Specialist within agreed timeframes for submission to Finance Manager/People and Culture Specialist
• Ensure monthly earnings, deductions and company contributions are accurate and reconcile to supporting documents
• Maintain monthly payroll input data soft copies on access-controlled payroll server
• Upload salary payment file to SharePoint for approval
• Issue pay-slips to employees monthly
• Prepare monthly EMP201 submissions for review by Finance Manager/People and Culture Specialist
• Prepare and submit EMP501 reports
• Prepare IRP5 submissions
• Prepare UIF submissions for Finance Manager/People and Culture Specialist approval
• Ensure Medical Aid and Provident Fund Providers and any other relevant service provider are updated with any staff changes timeously
• Prepare any additional UIF forms required such as UI19 and UI2.1 Forms
• Maintain Leave Application System

HR- Compliance

• Responsible for all administrative processes related to the gathering of information required for the annual BBBEE certificate renewal
• Plan, organise and coordinate requirements for BEE certificate renewal with appointed service provider to ensure that BEE certificate is renewed before expiration date
• Ensure Employment Equity compliance
• Employment Equity report submissions
• Prepare Skills Development (WSP/ATR) Submissions
• Prepare Workman’s Compensation Submissions
• Ensure training registers are completed and filed
• Ensure procedures relating to Health and Safety are being practiced and adhered to, including Injuries on duty and Workmen’s compensation
• Support the maintenance of employee contracts, personal files and records in hard and soft copy
• Support the processing of transactions and maintain the company’s HR Software to ensure effective management of employee data, leave management
• Serve as backup for the People and Culture specialist
• Ensure all statutory deadlines are met

Essential Qualifications

• Bachelor’s Degree in HR or Related field
• 3+ years of Human Resources experience preferred
• Previous Payroll Processing and BBBEE knowledge
• Proficient in Microsoft Office applications including Word, Excel and PowerPoint.
• Demonstrate effective time management skills, administrative capabilities and effective written and oral communication capabilities
• Working knowledge of common human resources and payroll practices

Required Knowledge, Skills and Abilities

• Personifies Coloplast Mission, Vision and Values
• Strong detail orientation with a high degree of accuracy and sense of urgency
• Ability to organize and prioritize job tasks in a deadline driven environment
• Demonstrate a high degree of integrity and ability to work with confidential information with absolute discretion
• Provide support and perform other duties as assigned
• Proactive mindset with a view towards issue identification and solution driven
• Ability to work with numerical data
• Exceptional listening skills
• Comfortable in a “hands on” environment
• Proven ability to improve processes and system efficiencies  

The job information contained herein will apply to the candidate successful in being hired for the position.