Fresh Jobs at Discovery Limited

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 delivery

Competencies and Skills

Behavioural Competencies

• Delivering results and meeting customer expectations
• Deciding and initiating action
• Analysing
• Resilient
• Following instructions and procedures
• Coping with pressure and setbacks
• Working with people
• Relating and networking
• Presenting and communicating information
• Persuading and influencing
• Learning and researching

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 minimum of 50% and above.
• 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

Advantageous

• The Business Writing Skill
   

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Key Purpose

• The Early Intervention Claims Administrator is responsible for managing scheme members or schemes within the ICB claims division with a focus on early intervention strategies. This role aims to mitigate long-term claims and improve return-to-work or stay-at-work outcomes by identifying and addressing potential issues early in the claim’s lifecycle. Additionally, the role emphasizes proactive client engagement to enhance customer satisfaction and support policyholders throughout the claims process.

Areas of responsibility may include but not limited to

• Relationship Management: Build and maintain strong relationships with service providers, brokers, and employers.
• Stakeholder Engagement: Facilitate early intervention enrolment by engaging with relevant stakeholders.
• Claims Administration: Manage and process all claims and queries related to cases in the early intervention process.
• Support for Case Management: Assist the case management consultant by preparing early intervention reports for members during client meetings.
• Protocol Development: Develop and refine early intervention protocols from an administrative perspective.
• Data Management: Capture, analyze, and manage early intervention data.
• Follow-ups: Conduct follow-ups with service providers, brokers, and employers to ensure smooth processing.
• SOP Management: Manage and adjust Standard Operating Procedures (SOPs) as needed.
• Reporting: Develop and report monthly team statistics, ensuring they are signed off by management.
• Mentorship and Coaching: Provide mentorship and coaching to administrators and new staff.

Personal Attributes

• Values Driven
• Optimistic
• Learns on the Fly
• Resilient
• Instils Trust
• People Savvy
• Drives Results
• Problem Solver
• Effective communicator
• Innovative thinking

Education and Experience

• Qualification: Medical training courses will be advantageous
• Advanced Microsoft Excel proficiency
• Minimum of 2 years of experience in claims administration, in the life insurance industry.
• Communication Skills: Excellent verbal and written communication skills to interact effectively with stakeholders at various career levels, including service providers, brokers, employers, and internal team members.
• Interpersonal Skills: Strong interpersonal skills to build and maintain positive relationships with diverse stakeholders.
• Stakeholder Engagement: Proven ability to engage and collaborate with stakeholders at different levels of the organization, ensuring clear and consistent communication.
• Adaptability: Flexibility to adapt communication style to suit different audiences and career levels.
• Professionalism: High level of professionalism and the ability to handle sensitive information with confidentiality and discretion.
• Collaboration: Ability to work collaboratively with cross-functional teams and external partners.
• Absenteeism management
• Knowledge and practice of early intervention in the disability claims environment
• Training expertise for stakeholders in relation to policy and processes.

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Key Purpose

• Increase the sales of the product range through building relationships, superior client service and technical knowledge.

Areas of responsibility may include but not limited to

• All work must be done accurately, comprehensively and in-line with set quality standards and timelines.
• Increased Discovery Health product sales through building relationships, superior client service and technical expertise
• Create strategic business partnerships with multiple intermediary stakeholders.
• Relationship building with internal and external stakeholders.
• Project management of new business process, from end to end.
• Intermediary reporting and trend analysis.
• Consistently deliver Discovery Health value proposition.
• Escalated query resolution and troubleshooting
• Increase the sales of the product range through building relationships, superior client service and technical knowledge.
• Review new business pipeline, follow-up, and tracking.
• Issuing of quotations
• Technical training and ongoing product support to financial advisors.
• Keeping up to date with competitor product and service offering and industry developments
• Participating in proactive sales and marketing initiatives

Personal Attributes and Skills

• Logical, analytical problem-solving ability.
• Excellent interpersonal skills.
• Excellent verbal and written communication skills.
• Ability to work independently.
• Ability to take accountability, responsibility, and ownership.
• Able to take initiative and exercise sound judgment and decision making.
• Ability to work in a highly pressurized, target oriented environment.
• Ability to deal positively with change and uncertainty.
• Strong business acumen.
• Strong sales and persuasive skills.
• Strong quality orientation.
• Good organizational skills.
• Proactive, self-motivated.
• Able to identify, nurture and develop talent.
• Customer oriented.
• Ability to meet deadlines timeously

Education and Experience

Qualifications

• 3-5 years medical scheme industry experience (required)
• Business degree (advantageous)
• RE5 (preferable)
• NQF5 in Wealth Management of Financial Planning / 120 FAIS credits (preferable)
• Knowledge of MS Office Suite
• Sales experience (advantageous)
• Knowledge of MS Office Suite
• Business degree (advantageous)
• Relevant financial services industry experience is advantageous

Experience

• Relevant financial services industry experience is advantageous.
• Sound health industry experience
• Adviser consulting experience in the financial services industry
• An understanding of financial planning

Requirements

• Valid drivers licence and insured and reliable car
• Smart-phone
• Willingness to travel

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Key Purpose

• Work closely with a passionate development team to design, develop and maintain solutions for a dynamic, multi-national company that sets the benchmark in its industry. Must be a team player and have the ability to work with both vertical and horizontal colleagues both in a formal and informal setting.

Areas of responsibility may include but not limited to:

The successful candidate will be responsible for, but not limited to, the following:

• Understanding the business requirements and through a structured process documenting, validating and translating it into Product Requirement Specifications that are used by developers to craft a technical solution.
• Testing and validating the functionality of the technical solution against the business requirements as well as providing testing support to the testing team (defect management)
• Interfacing between the business client and the development team with regards to the customer and functional requirements.
• Ensuring that the customer requirements are delivered in the implemented solution, on time and of the highest quality.
• Working with multiple business areas and multiple teams that require deep integration of solutions.
• Building and maintaining strong relationships with the business areas.
• Evaluate and measure efficiencies of business processes and provide recommendations.
• Proactively identify risk pertaining to the project. 

Education and Experience

Education

• Matric
• A Bachelor’s degree or Diploma in Computer Sciences/ Information Systems or equivalent IT tertiary qualification
• Formal Java Qualification (Advantageous)

Experience

• 4+ years’ experience in SOAP UI, SQL, PL SQL, Process Mapping and documentation
• 5+ years’ experience as a Business Analyst
• Solid testing experience.

Knowledge

• Processes: ITIL (Incident, Change, Release, Problem Management), CMMI Technologies:
• SQL, UML
• Facilitating JAD sessions, data modelling techniques, UML Process Design, Industry compliance standards and legislation Technical Skills:
• SQL Queries (essential)
• Project Management
• Business Writing Skills
• Presentation and Facilitation Skills
• Process Mapping
• Entity Diagram Mapping
• Software testing pack design and functional testing

Advantageous:

• UML Expert courses, BPMN Advanced course, IIBA certified, PM training or qualification

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Key Purpose

• To take inbound calls from Health Professionals, regarding claims queries and provide first time resolution. Provide excellent service and quality through Discovery Service Standards.

Areas of responsibility may include but not limited to

• Operate mainly in the office (may be required to visit a provider offsite)
• Taking calls and dealing with Discovery Health, Key Care as well as In House related queries from Health Professionals
• Dealing with all queries through to resolution Admin functions (i.e. TWT, CRM assistance as well as ad hoc admin for members)
• Working on Discovery Systems as well as DIScribe Positioning policy and benefit changes
• Assisting with escalated queries from providers and liaising with internal departments for resolution of those cases
• Maintaining acceptable performance in the following areas: TMBR, DPMO, AHT

Personal Attributes and Skills

• Delivering results and meeting customer expectations
• Presenting and communicating information
• Delivering results and meeting customer expectations
• Deciding and initiating action
• Following instructions
• Adapting and responding to change
• Persuading and influencing
• Analyzing
• Adhering to principles and values

Education and Experience

• Matric - Maths/Accounting and English with 50%
• Basic MS Office Knowledge
• Minimum 6 months experience as a Contact Centre Consultant in Customer Services
• Minimum of 6 months Claims Specialist experience