Imagine a world where people live healthier, more enhanced and protected lives… A world in which each organisation is a powerful influencer and responsible corporate citizen, committed to being a force for social good. As a leading innovator in healthcare, wellness, insurance, investments, financial and life planning, Discovery works ceaselessly to...
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Key Purpose
The role is responsible for the testing and communication to third parties of any changes as a result of scheme take-ons or key initiatives and ongoing maintenance that would impact electronic claim submission codes. Enabling third party integrations related to electronic claims and authorisations and involves managing relationships, testing and facilitating query and defect resolution during the integration.
Key outputs
- The successful applicant will be responsible for but not limited to the following job functions:
- Areas of responsibility may include but not limited to
- Completion of DCR's allocated from issues logged and projects from the go live schedule.
- Management of Operational Reports, test and investigate all related issues and provide feedback on these issues to the relevant stakeholders.
- Build and maintain relationships with all Trading Partners.
- Facilitate and arrange meetings between Discovery Health and Trading partners.
- Distribute tariffs and changes to tariffs to all Trading Partners where applicable.
- To ensure that Service level agreements are met at all times with Internal and External clients.
- Reviewing test scenarios for comprehensiveness and executing testing of changes and new requirements.
- Handover and training of new implementations and integrations with the query analystst.
- Project managing all integrations and key initiatives from an ETM perspective to ensure timelines are met.
Personal Attributes and Skills
- The successful candidate would need to have the following competencies:
- Makes prompt, clear decisions, which may involve tough choices or considered risks. Takes responsibility for actions, projects and people. Takes initiative, acts with confidence and works under own direction. Initiates and generates activity.
- Upholds ethics and values. Demonstrates integrity. Promotes and defends equal opportunities, builds diverse teams. Encourages organisational and individual responsibility towards the community and the environment.
- Establishes good relationships with customers and staff. Builds wide and effective networks of contacts inside and outside the organisation. Relates well to people at all levels.
- Makes a strong personal impression on others. Gains clear agreement and commitment from others by persuading, convincing and negotiating. Promotes ideas on behalf of self or others. Manages conflict. Makes effective use of political processes to influence and persuade others.
- Applies specialist and detailed technical expertise. Develops job knowledge and expertise through continual professional development. Shares expertise and knowledge with others. Uses technology to achieve work objectives. Demonstrates appropriate physical co-ordination and endurance, manual skill, spatial awareness, and dexterity. Demonstrates an understanding of different organisational departments and functions.
- Analyses numerical data, verbal data and all other sources of information. Breaks information into component parts, patterns and relationships. Probes for further information or greater understanding of a problem. Makes rational judgments from the available information and analysis. Produces workable solutions to a range of problems. Demonstrates an understanding of how one issue may be a part of a much larger system.
- Focuses on customer needs and satisfaction. Sets high standards for quality and quantity. Monitors and maintains quality and productivity. Works in a systematic, methodical and orderly way. Consistently achieves project goals.
- Adapts to changing circumstances. Accepts new ideas and change initiatives. Adapts interpersonal style to suit different people or situations. Shows respect and sensitivity towards cultural and religious differences. Deals with ambiguity, making positive use of the opportunities it presents.
- Writes clearly, succinctly and correctly. Writes convincingly in an engaging and expressive manner. Avoids the unnecessary use of jargon or complicated language. Writes in a well-structured and logical way. Structures information to meet the needs and understanding of the intended audience.
Education and Experience
The following requirements are Essential:
- Matric
- Relevant tertiary qualification - advantageous
- At least 5 Years Medical Scheme Claims experience
- Thorough knowledge of Discovery Health product, systems, and process - advantageous
- Ability to accurately document system requirements
- System development and project management life cycle experience including end to end testing
- Computer literacy level required:
- Windows
- Excel at an intermediate level
- Word
- Outlook
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Key Purpose
The primary function of the role is to support the day-to-day Actuarial operations of the existing Discovery Life products and benefits. It involves the maintenance of existing policies and benefits as well as understanding the historical product rules, impact of new product launches and their impact on the profitability of the existing book. It also involes the application of actuarial insights into operational areas such as reinsurance, underwriting, claims and servicing.
Areas of responsibility may include but not limited to
- Maintain and/or enhance product specifications for the entire in-force suite of Discovery Life products
- Assist with the R&D, product development, enhancement and management of various individual Discovery Life products, including but not limited to the Discovery Funeral Plan.
- Ownership of Discovery Life product Guides and other regular or ad hoc client communications.
- Actuarial and statistical modelling of the existing book, including value assessment of proposed initiatives, enhancements and/or management actions
- Assist with the maintenance and implementation of Discovery Life’s reinsurance arrangements, including stakeholder management internally and with the reinsurer partners themselves.
- Assist with and take ownership of various components included in the annual rates review of Discovery Life’s benefits.
- Communicate effectively and provide the following support and assistance to the operational side of Discovery Life (e.g. claims, contractual, sales, finance and operations): Analyse and/or extract data sets, optimise business processes, understand risks, build sophisticated tools and actuarial analysis
- Provide expert product support to various actuarial teams within the Discovery Life to assist with delivery of key business deliverables. Providing innovative solutions to complex product problems to improve the overall product offering of Discovery Life
Education and Experience
Essential:
- Matric with Mathematics
- Relevant Bachelor’s / Honours degree in Actuarial Science from an accredited institution.
- At least 2 - 5 years’ industry experience
- Nearly or newly qualified FASSA (or international equivalent)
Advantageous:
- Experience as an Actuary / Actuarial Analyst within the Individual Risk Life Insurance industry.
- Experience in Product Development, Pricing or R&D areas
- Qualified Fellow
- Technical Skills and Knowledge
Essential:
- Advanced Excel capabilities
- Superior technical and analytical ability
- Excellent communication skills.
Advantageous:
- Experience in working with Databases (SQL and Prophet).
- Knowledge of the Life Insurance market.
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What you will do
The successful applicant will be working within a highly specialized and growing team to enable delivery of advanced analytics capability.
Responsibilities will include:
- Work comfortably with structured and unstructured data in a variety of different programming
- languages such as SQL, R, python, Java etc
- Work collaboratively as part of team engaging with system architects, data scientists and
- business in a healthcare context
- Connecting with a multitude of stakeholders to understand the data, systems, and analytical
- architecture in a healthcare context
- Present data and model findings in a way that provides actionable insights
- Technical analysis and reporting deliverables produced by the analytics unit
- Producing regular monitoring reports, as well as detailed investigations
- Work with a range of stakeholders to ensure to present and apply insights effectively in the
- environment
- Improve processes and analytical outcomes where opportunities arise
What skills you will need:
Technical skills core:
- Excellent conceptual and technical ability
- Excellent communications, both written and verbal
- Ability to extract insights from data to guide decision making
- Experience working on large and complex datasets
- Experience in using SQL, MS Office
- Experience in programming languages such as R, Python etc beneficial
Behavioural skills:
- A passion for data exploration and complex healthcare environment
- Self-starter
- Willingness to learn and grow exponentially
- A restless curiosity towards data and uncovering unknown correlations
- Ability to work cohesively in a team environment and balance multiple priorities
- A team player who can work alone when required and without supervision
- High level of attention to detail, resilience, enthusiasm, energy and drive
- Positive, can-do attitude
- Ethical and able to maintain confidentiality and manage boundaries
- Aligned to Discovery values and core purpose
Professional Qualifications & Experience
- Honours or Masters’ degree in either Data Science, Statistics, or Applied Mathematics
- Statistical and Healthcare experience is beneficial
- Other qualifications will also be considered if accompanied by the relevant experience
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Key Purpose
The primary function of this role is to deliver the Discovery standard of professional, effective and efficient customer service in a contact centre environment. The role requires that the quality of service exceeds customer expectations and establishes constructive relationships with the client base whilst dealing with complex queries and providing accurate product information in line with standards and protocols.
Areas of responsibility may include but not limited to
- Providing telephonic and email support in the Technical Support Centre
- Responding to all queries, issues and problems raised internally and externally telephonically and via correspondence.
- Comprehensively understand and investigate complaints relating to policy, protocol and benefits.
- Tracking and identifying trends and revert with feedback to appropriate parties.
- Keeping accurate and comprehensive stats on a daily, weekly and monthly basis.
- Building and establishing relationships at all levels with external partners and internal departments to facilitate expeditious resolution of queries.
- Keeping abreast of Discovery Employee Benefits schemes and in-house products, protocols and policies. Data analysis and reporting to various stakeholder
Personal Attributes
- High Sense of urgency and understanding of efficient and effective client service
- High EQ
- Excellent communication skills, verbal and written
- Action orientated
- Career Ambition
- Strong Interpersonal skills
- Customer focus
- Peer relationships
- Takes initiative
- Decision making
- Ability to work independently and within a team environment
- Problem solving
- Judgement
Education and Experience
- Matric
- Knowledge of Employee Benefits (Retirement Schemes & Group Risk schemes), Discovery in-house products and protocols (advantageous)
- 2 years’ customer service experience in a Contact Centre environment
- Track record of client query resolution
- Excellent written and verbal communication skills in English
- Intermediate computer literacy in Microsoft Office;
- Preference will be given to Employee Benefit experience.
- Must be able to work on a Saturday
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Key Purpose
To lead a team of claims consultants who are responsible to achieve set targets, process claims payments within a set turnaround time.
Areas of responsibility may include but not limited to
- Full line management function within scope of role
- Reporting to MANCO on Ops dashboard and team stats
- Escalated query handling form various stakeholders
- Reporting to various stakeholders on team performance
- Call quality audits on own teams
- Call coaching
- Goal setting per advisor
- Monthly 1:1’s and performance discussions
Education and Experience
- Matric (Essential)
- 5 years’ minimum short term insurance claims experience (Essential)
- 3 years’ minimum short term insurance team leader experience in a claims call centre environment (Essential)
- Degree (Advantageous)
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Key Purpose
To deliver world class service to all Discovery Health Members, Providers, Employer groups, and Brokers by supporting and fully resolving their queries through various channels, primarily over the telephone.
Key outputs
- The successful applicant will be responsible for but not limited to the following job functions:
- Servicing all key stakeholders telephonically and via other servicing channels as required until the query has been resolved
- Servicing our members in a customer centric way to ensure that we live by our service principles
- Keeping up to date with product changes 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 deliver
Competencies and Skills
Behavioural Competencies
- Delivering results and meeting customer expectations
- Presenting and communicating information
- Writing and reporting
- Analysing
- Deciding and initiating action
- Working with people
- Achieving personal work goals and setbacks
- Following instructions and procedures
Skills
- Excellent verbal and written communication skills;
- Excellent administration skills;
- MS Office and PC literate
- Time Management
Personal Attribute and Skills:
- Customer Centric
- Empathetic
Education and Experience
Education:
- Matric with Mathematics or Accounting
- Having a achieved a minimum of 50% in English in Matric
- Basic MS Office Skills
Experience
- At least 12 months working experience in a customer services environment
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Key purpose
The Quality-of-Care unit within Strategic Risk Management in Discovery Health, is responsible for managing, defining, and implementing the strategy around improving the Quality of care that Discovery members receive, to achieve the best possible clinical outcomes at the highest levels of cost efficiency. This role’s purpose is to share responsibility for all aspects of the Quality strategy which includes measuring, understanding and reporting on key indicators of care, value based contracting and member centeredness.
Key outputs
- Provide a strategic role into all Quality improvement initiatives within the business area.
- Work closely with analyst on data related to Quality projects and interpret outputs to translate into strategic plans
- Drive innovation and manage projects and initiatives pertaining to improving Quality in Healthcare for DH members, whilst working within a shared value approach where possible, to ensure successful development and implementation of approved projects
- Oversee the implementation of key initiatives and special projects related to Quality initiatives.
- Ongoing development and enhancement of health risk management strategy related to Quality of care
- Proactively identify creative solutions that could impact on the improvement of Discovery members quality of care received and work to implement these
- Cultivate relationships with internal and external stakeholders
- Represent the Discovery Health position on key Quality of care issues at all relevant forums.
- Communicate the DH position on Quality to external parties in written, verbal and presentation formats as appropriate.
- Communicate internally to risk management and governance forums on issues and opportunities applicable to the business.
- Build a deep understanding of healthcare issues affecting Quality of care in South Africa as well as managed healthcare in the funding industry
Edcation and Experience
- Clinical background (Medical degree) with preference to those with understanding of health systems in South Africa
- 3-5years experience within the healthcare industry
- Relevant training and business experience
- Understanding of the key business and clinical issues including public health issues in South Africa
- IT skills Excel, Word, Power point- analytical skills advantageous
- Strong administrative and project management experience
- Presentation skills
- Innovative / Ideas driven
Competencies
- Good interpersonal skills- collaborative team member
- Initiative/project management
- Structured thinking and problem solving
- Good communication
- Implementation experience
- Innovation, enthusiasm and drive
- Taking initiative and working under own direction; self-starter
- Upholding ethics and values; demonstrates integrity
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Key Purpose
The success of Discovery is made possible by our great people. Our Compliance department is looking for a great person to join their team as a Compliance Officer to effectively and productively assist Discovery in managing its responsibility to comply with all the regulatory requirements and minimise the compliance risks identified in business. The Purpose of the role is to oversee Compliance Frameworks and managing compliance risks within specific business areas and management of staff.
Areas of responsibility may include but not limited to
- Keep up to date with, and understand, relevant laws and regulations
- Monitor compliance with laws, regulations and internal policies
- Ensure that your findings are recorded and followed up with management so that issues can be rectified
- Educate employees on not only the regulations but also the impact to the organisation if these are not complied with
- Investigate irregularities and non-compliance issues
- Report back to business functions on current risk and compliance performance
- Highlight or escalate areas of concern
- Contribute to robust and effective compliance controls within the organisation
- Assist in the gathering of internal information in response to regulatory requests
- Perform various general administrative duties (such as file creation and maintenance of ongoing administrative projects).
- Collaborate with other departments to create a culture of compliance.
- Provides reports on a regular basis, and as directed or requested, to keep all stakeholders and senior management informed of the operation and progress of compliance efforts.
- Handle client complaints and responses to OMBUD
Education and Experience
Essential
- Matric
- Recognized compliance qualification from accredited institution (e.g. Compliance Management Certificate, Wealth Management etc.)
- At least 1 – 3 years of working experience in Compliance – FAIS, TCF (preferable call centre)
Advantageous
- At least 2 of working experience in a financial service and/or Corporate Governance compliance role
- Member of CISA, FPI
- RE 1 and/or 5
Technical Skills and Knowledge
Essential
- Excellent proficiency in MS Word, MS Excel, MS Outlook.
- Knowledge of Business Procedures, Rules, Processes and Controls.
- Solid Verbal & written communication
- Report writing (where applicable, including prescribed Regulatory reports)
- Attention to detail - Analytical
- Problem solving
- Dispute resolution
- Relevant Regulatory interaction (where applicable)
Advantageous
- Knowledge of the Financial Services Industry
- Understanding of Compliance and Risk
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Personal Attributes and skills:
- Strong Customer focus
- Networking skills
- Able to work autonomously.
- Strong Planning and organisational skills
Experience Required:
- NQF 5 industry recognized qualification (minimum of 120 credits)
- RE 5 (preferrable but not essential)
Important Information about the Role:
- Own Insured Vehicle and Driver’s License (essential)
- Durban based but working from home (office allowance offered)
- Full product training & financial planning training offered.
- Ongoing support and assistance
- Be willing to be a part of a team
- Training allowance offered during first two months.
- Commission only & incentives paid on targets reached.
- Full employee benefits – group life, income protection & pension / provident offered
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KEY PURPOSE
The Content Lead: Insurance is responsible for the content deliverables of Discovery Life and Discovery Insure. The Content Lead combines the creativity and skill of a specialist writer with leadership, organisational and problem-solving abilities to meet the content objectives of each business. Reporting to the Head of Content, the Content Lead oversees the day-to-day content planning, generation and execution of content development. The Content Lead supervises freelance writers, with the responsibility to create compelling thought leadership, brand and social media content for Discovery’s insurance offerings. The Content Lead plays a key role in coordinating, planning and collaborating with various internal, marketing, editorial and project teams to deliver high-quality content for various target audiences and platforms.
As the Content Lead, responsibilities include the following, but are not limited to:
- Meeting with editorial and project teams on the various insurance brands, and social media and PR teams to brainstorm and develop content ideas for all media channels
- Planning and managing daily content operations for the portfolio
- Collaborating with the Head of Content to understand content priorities and solutions
- Presenting content opportunities and solutions to heads of brand, social media and PR
- Supervising freelance writers and other content producers, as required for different projects and briefs
- Planning and approving briefs to writers
- Managing project plans, schedules, work flow data and related administration
- Identifying unique content opportunities in line with the key messages and priorities as stipulated by business
- Identifying opportunities for content that will be suitable and relevant for a media audience
- Collaborating with a broader team to identify opportunities that will build the thought leadership position of experts and leaders in the business
- Researching and overseeing development of content for various executive LinkedIn profiles
- Identifying opportunities where data insights from business can be leveraged in content
- Assisting the team in conducting interviews with a wide range of internal and external stakeholders to produce content according to client briefs
- Developing and managing content plans according to content and marketing strategies
- Assisting the team in developing content in various forms, including press releases, opinion pieces, website content, media responses and reports
- Project managing large content projects when required
- Working with and providing support to the Head of social media on social media content
- Working with various internal and external stakeholders, including clients and suppliers
- Managing briefs for video and photography shoots, as well as design agencies
In this role, the Content Lead is responsible for ensuring continuous improvement and professional development, including:
- Fostering an environment conducive to cross-functional skills transfer and coaching freelance writers where required
- Cultivating an environment where creativity and innovation are encouraged
- Maintaining professional and technical knowledge and keeping abreast of industry trends
- Contributing to team success by ensuring team commitment and cohesion
- Valuing individual contributions and showing respect for others
- Respecting diversity and encouraging an environment that values inclusivity.
Builds and manages operational relationships with internal stakeholders
- Engage with senior business colleagues to contribute to the brand or communication strategy
- Researches local and international trends and business enablers and makes recommendations on content and editorial plans and strategies
- Provides expert guidance to colleagues on industry best practice
- Participates in meetings and forums to share knowledge, encourage innovation and manage complexities.
COMPETENCIES
- Understanding of the financial, insurance and investments landscape
- Excellent writing skills, with experience in financial and technical writing an advantage
- Ability to develop content strategies, plans and campaigns targeted at various audiences
- Ability to engage with senior management within the organisation
- Ability to translate complex concepts into engaging and simple content
- Ability to understand the voice of the organisation and adapt the tone of the content to the audience
- Project management experience and skills
- Attention to detail
- Excellent interpersonal skills
- Ability to work well in a team and oversee the deliverables of a team of writers
- Ability to work under pressure and meet deadlines
EDUCATION AND EXPERIENCE
- Matric and appropriate tertiary qualification (degree with marketing, communication, journalism, writing or language components)
- Extensive writing experience
- Background in financial writing (financial, insurance or investment topics)
- Minimum 5 – 8 years’ experience (PR, editorial, social media, communication, or agency experience)
- Digital marketing and social media experience
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Key Purpose
To take inbound calls, assist Africa Health Insurance members with queries and ensure first time resolutions or refer them to the appropriate area for resolution.
Key Outputs
- Dealing with multiple telephonic queries from Africa Health Insurance members, brokers, franchises, the public and internal parties
- Dealing with all queries through to resolution
- Keeping client up to date with their queries
- Ensuring excellent quality service to all members
- Completing administrative and repetitive tasks
- Keeping accurate detailed stats of all queries/correspondence and reporting on it on a weekly basis
- Logging of all queries and routing all enquiries to correct departments
- Working on Africa Health Insurance systems
- Keep up to date with policy and product changes
- Assisting with written correspondence where necessary
- Driving the values of first time resolution on all interactions
- Applying logic in all circumstances
- Competencies
- Behavioral Competencies
- Presenting and communicating information
- Delivering results and meeting customer expectations
- Deciding and initiating action
- Following instructions and procedures
- Adhering to principles and values
- Persuading and influencing
- Analyzing
- Coping with pressure and setbacks
- Able to work between shifts allocated
- Knowledge
- All Africa Health Insurance product and benefit knowledge
- Africa Health Insurance Systems
Skills
- Time Management
- Verbal and written communication
Qualifications & Experience
Essential
- Matric
- Minimum 50% in English, Math/ Math literacy or Accounting
- Basic MS Office Knowledge
- Minimum of 6 months customer service experience
Method of Application
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