Job Vacancies at EXL South Africa

Job Description

• Answers questions to providers related to Benefit Plans, Claims and related topics
• To communicate effectively for additional information as needed by providers
• Perform accurate data entry
• Perform eligibility and benefit verification
• Create effective, grammatically correct and compliant written communications and demonstrate effective listening and soft skills, engaging in effective dialogue through proper, clear, and effective verbal communication

Responsibilities

• Answers questions to providers related to Benefit Plans, Claims and related topics
• To communicate effectively for additional information as needed by providers
• Perform accurate data entry
• Perform eligibility and benefit verification
• Create effective, grammatically correct and compliant written communications and demonstrate effective listening and soft skills, engaging in effective dialogue through proper, clear, and effective verbal communication

Qualifications

• Good computer navigation skills
• Typing speed of 30 Words per Minute with 95% Accuracy 
• Well versed with basic functions of Microsoft Office (Word, Excel, PowerPoint, Outlook)
• Ability to work and collaborate effectively with internal customer
• Preferred knowledge of medical terminology
• Preferred ability to make sound decisions under the direction of Supervisor
• Preferred ability to analyze and resolve problems with minimal supervision
• Ability to navigate multiple systems and applications 
• Ability to produce high quality outcomes in a highly productive environment.
• Ability to make sound judgments based on available information.
• Excellent written and oral communication skills 
• Strong critical thinking skills and attention to detail
• Experience in using email and Web-enabled applications

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Job Description

• Join our team as a Customer Service Representative, where you'll handle billing transactions and provide technical support to policyholders in a fast-paced contact center.
• With excellent communication skills and a positive attitude, you'll deliver exceptional service experiences while contributing to our collaborative environment. If you're ready to excel in a structured operations setting, apply now for this rewarding opportunity.

Responsibilities

• Receive inbound calls from policyholders in a contact center environment.
• Process billing transactions on behalf of policyholders, which include telephone payments and account adjustments.
• Accurately interpret and verify billing transactions.
• Respond to simple as well as complex billing inquiries from policyholders.
• Provide policyholders with technical support on the client systems.
• Follow up with policyholders on outstanding items in a timely manner.
• Deliver highly positive service experiences consistent with our key performance metrics, quality standards and customer experience program.
• Perform other duties as needed.

Qualifications

• Experience of up to 1 year, preferably in a customer service environment
• Some post High School education preferred
• Excellent telephone etiquette and service delivery skills
• Strong communication skills and effective listening abilities
• Effective organizational and time-management techniques
• Exhibit patience and a positive outlook when working with policyholders
• Contribute to an environment of accountability, collaboration and teamwork
• Basic ability to navigate computers and software applications (MS Office, Word, Excel, etc.)
• Able to commit to the entirety of the training program and work within a structured operation environment.

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Job Description

• The Nurse Consultant will apply clinical training and knowledge to assess medical information from a perspective of adequacy and consistency.
• The Nurse Consultant will clarify and interpret medical reports and evaluate restrictions and limitations to assess current and ongoing level of impairment.

Responsibilities

• The Nurse Consultant will assess and clarify medical issues to assist the claim staff to determine initial and ongoing eligibility for CMFG Life and Disability products

Qualifications

• Graduate with knowledge of Computer literacy (MS Office & Domain knowledge)
• US Registered Nurse with a Bachelors of Science degree strongly preferred 15 Years of Education 1 year relevant experience including direct clinical work with clients
• Professional certifications such as CCM or CDMS and insurance experience preferred

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Job Description

• Continuously track key metrics like call volume, agent availability (ACD status), queue wait times, and schedule adherence.
• Adjust staffing, breaks, and agent assignments in real-time to handle unexpected spikes or dips in demand.
• Ensure proper coverage by managing agent schedules and coordinating with operations for shift changes or overtime.
• Generate reports (daily, bi-weekly) and analyze trends to forecast requirements and identify process improvements.
• Work closely with operations, team leaders, and other departments to make informed decisions and improve service delivery.

Responsibilities

• Continuously track key metrics like call volume, agent availability (ACD status), queue wait times, and schedule adherence.
• Adjust staffing, breaks, and agent assignments in real-time to handle unexpected spikes or dips in demand.
• Ensure proper coverage by managing agent schedules and coordinating with operations for shift changes or overtime.
• Generate reports (daily, bi-weekly) and analyze trends to forecast requirements and identify process improvements.
• Work closely with operations, team leaders, and other departments to make informed decisions and improve service delivery.

Qualifications

• Higher Education Diploma with 1 - 2 years of relevant experience 

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Job Description

• This is a pivotal role bridging the gap between non-medical agents and highly technical underwriters, ensuring smoother workflows, better customer conversations, and enhanced client trust.

Responsibilities

 This individual will:

• Mentor & Train: Provide structured training, coaching, and on-the-job guidance to agents with no prior medical background.
• Develop Job Aids: Create simple, practical reference guides (common medicines, diseases, probing questions) to enable agents to conduct effective customer interviews.
• Support New Hires: Ensure smooth onboarding and capability-building of new joiners.
• Quality Oversight: Review agent performance, identify knowledge gaps, and provide corrective coaching.
• Client Interaction: Represent the process in weekly/monthly business reviews, share insights, highlight improvements, and build confidence with the client and underwriters.
• Process Improvement: Recommend changes that make interviews more effective, improve accuracy of documentation, and reduce call handling times.
• Help Operations to track and report progress in a clear and meaningful way to internal leadership and the client.

Qualifications

Qualifications & Experience:

• Nursing graduate (BSc/MSc), Senior Nurse with team management experience, OR master’s in pharmacy with demonstrated leadership experience.
• Prior experience in mentoring or managing teams.
• Strong understanding of common diseases, symptoms, and medications, with ability to simplify concepts for non-medical staff.

Skills & Competencies:

• Ability to translate complex medical information into simple, practical guidance for agents.
• Strong communication and interpersonal skills to mentor frontline staff and engage with clients confidently.
• Analytical mindset to identify process gaps and propose workable solutions.
• Experience in creating simple learning materials, cheat sheets, and job aids.
• Confidence in participating in client discussions, providing meaningful insights, and showcasing improvements.
• Ability to drive performance metrics and ensure accuracy in agent output.
• Patience, empathy, and adaptability while working with a non-medical frontline workforce.

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Job Description

• In this role, you'll be tasked with ensuring the achievement of assigned targets in alignment with Service Level Agreements (SLAs). Your responsibilities include upholding transaction quality within predefined parameters and controlling claim costs to minimize leakage.
• Maintaining accuracy in reserves and payments while managing the lifecycle of claims is crucial. Adherence to company policies and procedures is paramount to ensure operational efficiency.
• You'll be responsible for managing both inbound and outbound calls, as well as other correspondence related to claims. Emphasizing customer satisfaction, building rapport, and facilitating effective communication are key aspects of this position, aiming for timely resolution of customer concerns.
• Additionally, you'll be expected to fulfill any other essential functions as directed by the supervisor. Join us in delivering excellence and maintaining high standards in claims management.

Responsibilities

• Ensure that the assigned targets in accordance with SLA are met  
• Ensure that the quality of the transactions is in compliance with predefined parameters  
• Ensure claim costs is controlled and leakage kept at a minimum
• Ensure accuracy of reserves and payments and manage lifecycle of claims
• Ensure adherence to Company Policies and Procedures
• Managing calls – both inbound and outbound as well as all other correspondence on claims
• Focus on Customer Satisfaction, rapport building, effective communication and timely resolution of Customer concerns 
• Any other essential function that may occur from time to time as directed by the Supervisor

Qualifications

• English language proficiency
• Previous international Voice experience
• Good Computer navigation skills
• Should be familiar with MS Office 
• Possesses necessary knowledge of business concepts to effectively perform the job
• Makes decisions in a timely manner; shows good judgment about when to make decisions independently and when to collect more information or involve others. 
• Commits to achieving specific objectives and takes ownership for accomplishing them.
• Responsible for handling high volumes of transactions.
• Effectively balances quality, timeliness and productivity standards
• Self-discipline
• Result orientation 
• Adaptability 
• Listening and comprehension skills 
• Questioning and Reasoning Skills
• Customer Service focus and telephone etiquette
• Ability to multi task, prioritize and manage daily work activities