Current Jobs at Discovery Limited

Key Purpose of the Role

• To lead and manage operations teams within the Short-Term Insurance Servicing Call Centre, including all related administrative and support functions. The role is responsible for implementing strategy, achieving performance targets, and ensuring high-quality service delivery to customers and stakeholders.

Key Responsibilities

• Oversee and manage service levels and standard operating procedures across the call centre and associated functions.
• Perform full line management duties within the scope of the role.
• Analyse operational trends and identify improvement opportunities.
• Manage relationships with internal and external stakeholders.
• Drive staffing efficiency and optimise operational performance.
• Review and align processes and SOPs regularly.
• Manage operating costs in line with budgetary constraints.
• Implement and monitor strategic objectives and performance targets.
• Mentor, coach, and develop direct reports.
• Handle escalated queries from various stakeholders.
• Provide regular reporting to business stakeholders.
• Foster a culture aligned with Discovery’s values.
• Conduct monthly one-on-one meetings and performance reviews.

Candidate Requirements

Education

• Matric (Essential)
• FAIS full qualification – Short Term Insurance (Essential)
• RE5 certification (Essential)
• CPD certificate (Essential and/or advantageous)
• Relevant tertiary qualification (Advantageous)
• Degree (Advantageous)

Experience

• Minimum 3 years’ experience in a call centre (inbound or outbound) within client servicing teams in the short-term insurance industry (Essential)
• Minimum 4 years’ experience in a leadership role within a call centre environment (Essential)

go to method of application »

Key Purpose of the role

• This Learnership leads to a nationally recognised FETC: Long Term Insurance NQF Level 4 qualification; which consists of structured learning components combined with practical/workplace experience in the Financial Services industry.

Areas of responsibility may include but not limited to

• Long Term Insurance – Discovery Health:
• Call Centre: Medical Aid client servicing, claims, new business and health benefits administration

Personal Attributes and Skills

• Innovative/ critical thinking/ and problem solving skills
• Good attention to detail and levels of accuracy
• Sets high standards for quality and quantity and works in a systematic, methodical and orderly manner.
• Time management and planning skills
• Ability to effectively prioritize and execute tasks in a high pressure environment
• Ability to work independently and in a team orientated environment
• Service driven, a sense of urgency and a team player.
• Adapts to changing circumstances and handles criticism well and learns from it.

Education and Experience

• Grade 12 is essential.
• Maths (Minimum Level 4 – 50%)
• English (Minimum Level 4 – 50%)
• Maths Literacy (Minimum Level 5 - 60% )
• 2nd language (Minimum Level 4 – 50%)
• May have an incomplete tertiary qualification (advantage)

Specific Requirements:

• Not be engaged in post Matric studies or formal employment;
• Not have completed any previous Learnership.
• Be between the ages of 18 and 25 years;
• Have effective communication skills in the written & verbal English language;
• Possess basic computer skills mainly MS Excel & MS Outlook

go to method of application »

Job Purpose

• The New Accounts Consultant assists with the opening of new accounts (with specific focus on FICA or KYC), as well as captures and/or maintains account information ensuring data integrity. The incumbent will prompt, request and resolve/remediate any required information that is outstanding or incorrect, with various stakeholders. Further, report on/act on errors within the account origination KYC process and/or other manual remediation tasks.

Areas of responsibility may include but not limited to:

• Ensures completeness and quality of New Business remediation and updating client information within agreed SLAs
• Accurately classifies, registers, routes and indexes documentation either manually or on the system
• Takes action on incomplete information, in order to adhere to requirements with clients, third parties or any stakeholders (e.g., Brokers, Corporate BPs, etc.)
• Achieves specified production targets, turn-around times, handle times, etc.
• Supports internal stakeholders with remediation activities
• Engages with clients with regards to soliciting documents and/or information, queries and FICA requirements
• Keeps abreast with legislative and industry changes (FIC Act, FAIS, POPI, etc.)

Personal Attributes and Skills

Values Driven:

• Committed to integrity and ethics in business
• Behaves consistently with Discovery Values

Optimistic:

• Motivated by a positive future
• Energised by challenges

Learns on the Fly:

• Embraces the unfamiliar
• Experiments to find solutions

Resilient:

• Recovers quickly from setbacks
• Grows from negative experiences

Instils trust:

• Follows through on commitments

People Savvy:

• High EQ with low ego

Drives Results:

• Energises self and others to achieve
• Consistently exceeds goals

Problem Solver:

• Looks beyond the obvious
• Finds sustainable solutions

Education and Experience

• Relevant degree
• At least 1 year’s working experience in data capturing, servicing, operations or administrative environments is required
• At least 1 year’s working experience in a new business or client acquisition role within Financial Services is preferred
• The role might require shift work
• Computer literacy with Excel as a requirement

go to method of application »

Key Purpose

• Operational management of the 529Help Team with focus on delivering service excellence within agreed Service Levels and maintaining the required levels of Customer Satisfaction.

Areas of responsibility may include but not limited to

Day to day Operational and People management:

• Time and attendance management.
• Management of all incoming Contact Channels to ensure contacts are acknowledged and processed within quality standards and SLAs.
• Analysis of interval, SLA and ticket volume reporting to understand trends and target improvements.
• Workforce management to ensure adequate staffing during support hours.
• Daily, weekly and monthly operational and service level reporting.
• Maintain and review quality assurance standards for inclusion in Agent Incentives.
• Monthly 1:1 performance reviews with staff with a focus on performance improvements.
• Identify top performers within the Team for inclusion in the Team performance awards.
• Track and manage all instances of low performance through formal performance improvement plans.
• Bi-annual Performance Conversation and career development of all direct reports.
• Ensure Service Desk processes are documented and maintained (SOPs).
• Ensure Service Take Ons are introduced in to the Service Desk in a structured and formalized manner.
• Ensure that a relevant training is conducted to equip Agents to provide effective support.
• Represent the Service Desk in meetings.

Escalation Management:

• Acknowledge and manage all Escalations to Resolution.
• Monitor Escalation trends to identify improvement actions.
• Ensure an effective Escalation management process is in place and reviewed to ensure relevance.

Continual Service Improvement:

• Actively identify opportunities and implement initiatives to improve SLA adherence, Agent productivity and efficiency, process optimization, automation and User Self-Service take up.
• Ensure effective Knowledge Management within the Team.

Personal Attributes and Skills

• Attention to detail.
• Ability to translate statistical and trended data into opportunities for improvement.
• Strong people management skills.
• Able to engage effectively across all levels of the organization.
• Able to operate effectively in a high volume, pressurized environment.
• Able to adapt to changing circumstances.
• Results driven with a strong Customer Service focus.

Education and Experience

• Matric
• A+; N+;
• MCSE preferable
• ITIL Foundation preferable
• Service Desk experience in a senior or supervisory capacity.
• Must have working experience with all desktop & Microsoft software platforms.v

go to method of application »

Key Purpose

• We are seeking an experienced and innovative professional to lead the Population Health Management (PHM) strategy across oncology, end-of-life care, and complex multimorbidity. The successful candidate will be responsible for developing and executing strategies for comprehensive, end-to-end solutions for managing oncology risk and the risks associated with members living with complex, high-cost conditions. These solutions must address affordability constraints while improving health outcomes. The role requires a strong blend of leadership, strategic thinking, health system expertise, collaboration, data-driven decision-making, and stakeholder engagement.

Job Responsibilities

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

Strategic Leadership:

• Develop and implement a comprehensive evidence-based oncology risk management strategy that drives the provision of cost-effective care while improving health outcomes.  The strategy must span the needs of the full scheme population including screening and prevention, cost-effective treatment across the full episode of care (in and outpatient treatment and care), and appropriate care at end of life.  
• Design and oversee care coordination programmes for multi-morbid members with high healthcare utilization.
• Champion shared value (value-based care, alternative reimbursement models and guaranteed savings), quality measurement (including PROMS and PREMS), preventive health strategies, personalized care and innovative models
• Lead cross-functional collaboration across the business, including close collaboration with CCE, operations, risk intelligence and the health professional unit, in order to pull together different initiatives into a single coherent strategy that achieves the PHM objectives while aligning with broader organizational goals. 
• Provide thought leadership at industry level and across the Discovery business (e.g. Life, Vitality UK, Vitality SA, Ping An, Amplify Health) including providing support for the development of risk management strategies across the Discovery business.
• Present at leading conferences (e.g. Palliative Care conference, SA Society of Medical Oncologists, European Society of Medical Oncologists, ICON conference)

Data and Analytics

• Oversee the use of data analytics to identify trends, monitor risks and assess opportunities
• Analyse clinical and financial data to identify high-risk populations and cost-drivers
• Guide the development of dashboards and reporting tools to monitor health metrics and outcomes of initiatives
• Develop risk stratification frameworks and predictive models to guide interventions
• Guide data governance and sharing of data to empower stakeholders
• Direct Health Intelligence and Data Science Lab for the development of models that inform the design and guide the selection and initiation of appropriate interventions

R&D / product development / innovation

• Partner with the R&D team to enhance current benefit design and design new scheme benefits
• Enhance existing products (e.g. Personal Health Pathways, Health ID) to support the risk management strategy
• Develop new products for cancer care with R&D in Health and other business units
• Continually scan for, research and assess digital solutions and other innovations that support the risk management strategy and/or improve experience

Stakeholder Engagement

• Engage with clinical leaders, medical schemes, suppliers and regulatory entities.  This engagement will be at senior executive level (e.g. principal officers, CEOs and senior executives, leaders of medical societies, leading academics)
• Build partnerships to drive adoption of oncology and care coordination initiatives
• Ensure adherence by oncologists to clinical guidelines and value-based principles
• Represent Discovery Health in external forums and policy discussions and provide thought leadership at industry level
• Keep abreast with relevant legislation and ensure that all stakeholders understand implications

Contract Management

• Manage contracting strategy across oncology facilities (chemotherapy and radiation therapy) 
• Design and negotiate contract terms with corporate service providers 
• Ensure that all stakeholders adhere to contractual obligations and all administrative matters pertaining to contracts are completed
• Consult on legal matters pertaining to contract management

Implementation and Operational Oversight

• Senior SRM representative at the SRM/Ops oncology and care coordination forums
• Ensure that interventions are correctly implemented by relevant implementation and operational teams (including Functional Enablement, Discovery Care, Systems and Special Projects)
• Define KPIs and monitor performance of the operational teams against KPIs and ensure continuous improvement
• Oversee care coordination programmes for members with high resource requiring multi-morbidities (complex cases) including multidisciplinary case reviews, care planning and transititions of care
• Contract expert panels for multi-disciplinary review of oncology and complex cases
• Embed existing assets into solutions

Education, Knowledge and Work Experience

Education:

• Medical qualification or a related health field
• Post graduate qualification would be preferred (e.g. Master’s degree in Public Health, Health Economics, Health Policy, Health Administration, Population Health Management.
• Relevant healthcare professional body (e.g. HPCSA, SANC, SAPC)
• Certification/ qualifications in analytics, behavioural economics / science and disease management (advantageous).

Work Experience:

• Minimum 10+ years in managed care, clinical risk management or care coordination.
• Strong background in oncology risk management and complex case oversight.
• 3 -5 senior leadership experience.
• Proven track record of driving cross-collaboration design and implementation of health initiatives (advantageous).
• Good working knowledge of health analytics, clinical coding and reimbursement models (advantageous).
• Stakeholder management at senior executive level and communication skills (advantageous).

Knowledge:

• Strategic planning and execution
• Data literacy and familiarity with health informatics
• Strong communication and stakeholder management
• Change management and innovation leadership
• Understanding of healthcare systems, policy and reimbursement models
• Managing multidisciplinary teams
• Public speaking / presentations
• Publication of research