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Kaelo provides innovative, essential, healthcare solutions enabling the physical and psychological well-being of all South Africans.
Our one goal is to provide more South Africans with access to quality healthcare. We are progressive in our design, simple in our approach and sincere in the way we engage, changing the way healthcare is delivered to meet th...
About the Job
Job Description
- The Billing and Membership Manager manages the end-to-end membership and billing processes and the management of these operational team.
- They are responsible for the accurate onboarding and member maintenance as well as the reconciliation and maintenance all Debtor accounts, attending to and resolving all internal and external queries.
- The Billing and Membership Manager has the responsibility of ensuring that their teams carry out their responsibilities while keeping the team motivated and efficient.
Key Outcomes
- (not limited to) Level 4 and 5 process elements
Onboarding and Maintenance of Policy Holders, Clients and Intermediaries
- Profile and policy management
- Maintenance of all stakeholder details
Manage Offboarding of Clients and associated stakeholders
- Manage suspensions , resignations and terminations
Manage Billing Processes and Queries
- Process and procedure effectiveness
- Resolve billing issues and queries timeously, ensuring appropriate corrective action
- Maintain relationship with Intermediaries and HR department including scheduling for various bill runs and problem resolution
- Onsite visits to Human resource departments and brokers from time to time to facilitate smooth operations
- Ensure that all processes and procedures implemented are aligned to the set operational framework for the Billing Operations
- Ensure that workflow continues without interruption
Prepare and Manage Billing Runs
- Prepare, schedule and control bill runs and cycle sizes / migrations
- Contribute towards continuous improvement and innovation at process and procedure level
Manage Billing Reconciliations
- Manage Debt Outstanding
- Manage Intermediary Commissions
- Manage Premium Bordereaux
Financials
- Minimise operational and staff costs by controlling overtime
- Develop and ensure adherence to work schedules
- Ensure that expenditure remains within budget limits, control costs through the appropriate choices of low-cost processes and procedures
People and Team Management
- People and team management
- Ensuring participative leadership and strong communication within the team
- Collaboration with all business areas
Coaching and peer to peer learning
Reporting and Information Management
- Ensuring data and information is maintained and accurate for the business unit and its functions. Ensuring that volumes and strategic objective targets are met for the assigned business functions. Maintain data and information relevant to service and operations for the purpose of conducting analyses that influence service specific decision making. Proficiency in financial analysis, being able to identify opportunities and the development of financially viable long-term service and operation plans
Client and Perception Management
Responsible for assessing, clarifying, and validating the client and intermediary needs on an ongoing basis, maintaining high client satisfaction ratings that are up to the business’s standards
- Liaise with Client Relationship Managers regarding progress and updates
- Ensure process is complete by Billing Cycle cut off times
- Respond to queries regarding the membership process with both internal and external stakeholder
- Best Practise and Continuous Improvement
- Identifying opportunities by evaluating current business trends, best practise research and principles.
- Working closely with all business units to enhance and promote positive feedback loops and improvements.
- Works closely with all managers and teams coaching and mentoring the team’s development and professional skills.
Strategy
- Implement and lead business and campaign strategies that lead to high client, intermediary and team satisfaction. Management of the team’s budgets, targets, performance objectives, standards and projects.
Collaboration and Communication
- Improve and drive cross-functional team collaboration through accurate and focused forms of communication
Qualifications
Special Requirements
- Accuracy and attention to detail
- Operate with integrity (high ethics)
- Customer centricity
- Ability to take initiative and work both in isolation and be a team player
Required
- 3-5 years’ experience in a billing and debt management business area
- Credit control and Billing experience
- Reconciliation experience
- Membership management experience
Preferred
- 3 years + in a team leader role
- Healthcare Industry Knowledge
Education: Qualification: Accreditions with Professional Body
Required
Preferred
- Finance Related Qualification
Techinical Skills and Knowledge
Required
- Computer literate, Microsoft Access
Preffered
Additional Information
- Accountability
- Action orientated
- Communication
- Business writing and presentation skills
- Problem solving skills
- Creative thinking
- Strong relationship skills
- Growth and development mind-set
- Planning and organisation
- Resilient and adaptive
- Systems thinking and connecting ability
- Professional and brand conscious
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About the Job
Job Description
- The Clinical Consultant is a specialised clinical specialist who is responsible for managing clinical support and providing counselling services. Establishing suitable clinically sound treatment plans and executing the treatment plan through quality telephonic counselling for those who utilise Kaelo Lifestyle clinical support services.
Provide Counselling Services
- Provide counselling, coaching and guidance related to the unique challenges faced by the client
- Schedule follow up counselling appointments with the client in order to provide continued counselling and support
- Manage longer term telephonic counselling cases referred by the inbound EAP team
Provide Group Interventions
- Have the ability to refer the client to other support structures with the aim of holistic support
Administration management
- Log case notes on all interactions with clients on the applicable systems
- Accurate and proficient administration
Quality management and improvement
- Ensure all quality measures and feedback are adhered to
- Telephonic quality measures are met and continuously improve interactions and processes
Qualifications
Person Details: Work Experience
Required
- Minimum of 5 years Employee Assistance Programmes experience
- Minimum 5 years counselling experience
Preferred
- Telephonic counselling experience
Education: Qualifications: Accrediations with Professional Body
Required
- Qualified social worker, psychologist or registered counsellor
- Registered with the relevant professional body
Preferred
Technical Skills or Knowledge
Requried
- Proficient in relevant computer applications
- Required language proficiency
- Knowledge of customer service principles and practices
- Knowledge of call centre telephony and technology
- Good data entry and typing skills
- Knowledge of administration skills and processes
Preferred
- Some experience in a call centre or customer service environment
Additional Information
- Accountability
- Action orientated
- Collaborative
- Communication
- Business writing skills
- Manage complexity
- Problem solving skills
- Decision thinking
- Encourages engagement
- Resilient and adaptive
- Resourceful
- Demonstrates self-awareness
- Purpose driven
- Significance and values orientated
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About the Job
Job Description
- To provide excellent new business delivery and quality through Kaelo service and sales standards. Identifying and improving the outcomes of new business activities. Increase and drive new business with a focus on quality and retention. Improving efficiencies and optimising new business acquisitions and drive increased revenue. Increasing the sales of our product offering through building relationships, superior client service and technical knowledge.
Key Outcomes
- Manage strategic new business accounts and maintain relationships for the business. Build and maintain client portfolios
- Build long term relationships with new and existing clients
- Ensuring all administration relating to sales is completed effectively
- Provide sales solutions to meet clients’ needs
- Participate in proactive sales and marketing initiatives
- Drive value stream mapping to define as-Is analysis and the transition to Future State
- Application of knowledge; technical training and analysis to upskill prior to going to market
- Keeping up to date with competitor products and service offerings and industry developments
- Develop and enhance relationships between business units
- Working closely with other business areas and finding opportunities to cross sell
- Strategic prospecting skills and rapport building
- Negotiate and close sales
Qualifications
Special Requirements
- Minimum of 3 years as a Business Consultant with a proven track record of meeting sales targets
Person Details: Work Experience
Required
- Health industry knowledge
- Short Term Insurance knowledge
- Top performer in new business and sales team
- Proven ability to drive sales and generate new business
- Sales Campaign management
- Strategic management with focus on marketing enablers
- Continuous improvement and strategic experience
- Confident and experienced negotiator able to drive revenue
Preferred
Education: Qualifications: Acceditations with Professional Body
Required
- FAIS
- Grade 12 matric
- NQF Level 5 Wealth Management or short-term insurance
- RE exams
Preferred
Technical Skills or Knowledge
Required
- Strong programme and Microsoft office management tool skills
- Knowledge of underwriting processes
- Understanding of financial planning
- Relevant industry experience and competitor knowledge
- Exceptional communication skills both verbal and written, problem solving and analytical skills
Additional Information
- Accountability
- Action orientated
- Collaborative
- Communication
- Business writing skills
- Manage complexity
- Problem solving skills
- Decision thinking
- Encourages engagement
- Resilient and adaptive
- Resourceful
- Demonstrates self-awareness
- Purpose driven
- Significance and values orientated
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