Job Opening at Health Solutions Africa

Role Purpose    

Lead the regional offices/ walk-in center team to support clients with requests, queries, and documentation in accordance with agreed Service Level Agreements and legislative and compliance requirements. Deliver an excellent client-centric experience

Requirements    

• A degree in Business Management, Client Service, or Marketing.
• 3 years Medical Aid or Financial Services experience.
• 2 years managerial experience (preferred).
• Knowledge of the medical schemes industry will be an added advantage.
• Ability to work after hours.
• Ability to travel and in possession of a valid code 08 driver's license

Duties & Responsibilities    

• Induct, teach, coach, mentor, and supervise branch staff to meet and exceed performance standards and enable progression in their career path.
• Recruit, select, and retain high-quality branch staff to build capacity to meet current and future staffing needs in accordance with member visitation patterns.
• Ensure the Branch meets and exceeds Voice of Customer (VOC), productivity, and quality targets.
• Adhere to high ethical standards and ensure branch staff comply with SOPs and regulations.
• Timeously complete all administrative and reporting duties, including staff engagements.
• Continuously monitor turnaround times, quality standards and resolve issues speedily to enhance and deliver a superior customer experience.
• Manage client query processes and ensure that queries are tracked, accurately resolved, and used as a mechanism to improve client service and business processes.
• Build and maintain relationships with clients and internal and external stakeholders.

Competencies    

• Ability to work under pressure while being client-centric at all times.
• Assertive with good communication skills and the ability to access and use information.
• Ability to be creative, innovative, and a problem solver with collaboration and inclusiveness.
• Self-management and results-driven behavior with attention to detail and a high level of accuracy.

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Role Purpose    

Deliver professional service to clients through various servicing channels (inbound calls, emails,walk-in interactions etc.), responding to their needs,concerns and complaints within agreed Service Level Agreements and legislative and compliance requirements.

Requirements    

• 2 - 3 Years experience in a call centre or client service environment with proven knowledge of customer service principles and practices Exposure to the insurance industry(preferred)
• Formal qualifications Matric or equivalent, Formal qualifications Business related qualification
• On-the-job training /qualifications Product training,Specific licensing or registration null, Verbal and written communication
• Service orientation
• Problem solving Detail-oriented
• Prioritisation Teamwork and collaboration Adaptability Display initiative
• Proficient in English and another official South African language (e.g.Afrikaans, Zulu, Xhosa etc.)(preferred)
• MS Office Suite (Word, Excel)
• Business Area-specific products and procedures (preferred)

Duties & Responsibilities    

• INTERNAL PROCESS
• Engage with clients and/or intermediaries in a professional manner to resolve all client queries within the Service Level Agreement and quality standards.
• Take ownership of complaints and ensure they are resolved timeously and effectively.
• Provide clients with the relevant information and documentation as required in line with policy guidelines.
• Capture and update client information on relevant system/s, based on data received from the client.
• Accurately complete all administrative and reporting requirements within agreed timeframes.
• Adhere to legislative / compliance requirements in the service process.
• Identify and report process and system failures and enhancements to improve client experience.

CLIENT

• Investigate client queries within the agreed service level and ensure that client receives timeous feedback.
• Escalate client queries to the relevant department or stakeholder.
• Provide accurate information and advice to clients and stakeholders in order to ensure that the client receives the appropriate after sales services.
• Provide regular reports on delivery of services against agreed service level agreements and in terms of overall customer targets.
• Provide authoritative, expertise and advice to clients and stakeholders.
• Build and maintain relationships with clients and internal and external stakeholders.
• Deliver on service level agreements made with clients and internal and external stakeholders in order to ensure that client expectations are managed.
• Make recommendations to improve client service and fair treatment of clients within area of responsibility.
• Participate and contribute to a culture which builds rewarding relationships, facilitates feedback and provides exceptional client service.

PEOPLE

• Develop and maintain productive and collaborative working relationships with peers and stakeholders.
• Positively influence and participate in change initiatives.
• Continuously develop own expertise in terms of professional,industry and legislation knowledge.
• Contribute to continuous innovation through the development, sharing and implementation of new ideas.
• Take ownership for driving career development.
   

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Role Purpose    

Provide an effective and efficient service to clients by receiving, evaluating and responding to electronic/written/walk in enquiries within the agreed Service Level Agreement and legislative and compliance requirements.

Requirements    

• It is essential to have a National Senior Certificate (Mathematics or Mathematical Literacy as a Grade 12 subject is highly advantageous)
• A business related qualification is preferred 
• Proficiency in English and another official South African language
• 6 – 12 Months working experience in a client service environment with knowledge of customer service principles and practices would be an advantage
• Excellent literacy, numeracy and communication skills

Duties & Responsibilities    

• Engage with clients and/or intermediaries in a professional manner to resolve all queries within service level agreements (SLA) and quality standards.
• Take ownership of complaints and ensure they are resolved timeously and effectively.
• Provide clients with the relevant information and documentation as required in line with guidelines.
• Capture and update client information on relevant system/s, based on data received.
• Accurately complete all administrative and reporting requirements within agreed timeframes.
• Adhere to legislative / compliance requirements in the service process.
• Identify and report process and system failures and enhancements to improve client experience.
• Liaising with other departments to resolve queries.
• Recording all queries and interactions with customers in the correct manner.
• Assisting with telephonic queries as and when needed.
• Assisting walk-in clients.
• Overseeing scheme communication applications as per service level agreements.

Competencies    

• Display a sense of urgency
• Meticulous attention to detail
• Ability to multi-task and capability to manage those tasks
• Good interpersonal skills
• Exceptional time management
• Pro-active
• Robust stress resistant personality and a high tolerance for a stressful environment
• Must be positive and self-motivated, with a strong self-confidence

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Role Purpose    

The role of the Employee Assistance Programme Telephone Clinician is to receive inbound calls coming into the support line, managing and responding to all electronic requests for assistance, conducting a comprehensive clinical assessment and identifying a suitable treatment plan, as well as implementing the treatment plan through a series of telephonic counselling sessions.

Requirements    

• A National Senior Certificate is essential
• The incumbent must be a qualified Social Worker, Psychologist or Counsellor and registered with the relevant regulatory body
• Minimum of 1 years' experience as a counsellor in a formal therapeutic role is essential
• Experience in Employee Assistance Programmes (EAP), corporate wellness services and/or a counselling call centre environment is preferred
• Language proficiency in English and either Venda (highly advantageous), Xhosa or Afrikaans
• MS Office proficiency - Essential

Duties & Responsibilities    

• Receive and screen all incoming calls from eligible clients.
• Assess client needs, detect high-risk and sensitive cases and provide immediate containment and intervention.
• Conducting a thorough and comprehensive assessment of the clients’ presenting problems.
• Develops a comprehensive service plan for each case based on needs assessment.
• Establishing and maintaining a supportive counselling relationship.
• Recommend or refer individual clients to an appropriate external resource for further intervention where clinically appropriate.
• Provide follow-up and after-care services for all clients.
• Managing all information related to client cases and answer any questions clients may have.
• The input of clinical data into the case management system.
• Manage cases referred to external service providers, including following up with providers for case feedback.
• Develop and maintain a comprehensive referral system for the purpose of referring clients to additional services.

Competencies    

• Excellent communication and interpersonal skills in alignment with global counselling standards
• Strong therapeutic, conceptual framework and clinical skills to efficiently and quickly understand clients’ needs and provide effective interventions
• Effective and professional responses to all client inquiries, concerns and complaints
• Appropriate levels of empathy, care and warmth balanced with firm therapeutic and ethical boundaries  
• Ability to work within a team and take instruction and supervision from management
• Good self-care and accountability for one’s own level of resilience