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  • Posted: Jan 27, 2025
    Deadline: Not specified
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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...
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    Customer Experience Consultant & Junior Product Owner

    Job Description

    • The Customer experience (CX) consultant plays a pivotal role in ensuring Kaelo Health members and clients are satisfied and engaged.  As a product expert, they will be responsible for ongoing evaluation of the customer experience and developing a CX strategy.  
    • The Customer experience consultant will be responsible for developing ways to monitor the customer experience to ensure they can measure improvements in customer Satisfaction, loyalty and brand recognition.
    • The Customer Experience Consultant is expected to create outstanding experiences to ensure the business is improving conversion rates, fostering loyalty and increasing brand recognition.

    KEY OUTCOMES

    • Ensure the customer journeys are holistic, seamless, and relevant.
    • Analyse & ideate: Day-to-day tasks during the beginning of this phase include reading brand or business strategies, customer analyses, customer trends and case studies. This is to establish a base understanding of the project before creating material for a cross-functional workshop.
    • Direct & develop ideate on and research initial ideas to better define, as well as building a strategy around the customer journeys and touchpoints.
    • Validate & document Internal or external prototype customer experiences. Document the customer journey and touchpoints to be either replicated or monitored.
    • Analyse, improve and facilitate the creation of customer interactions with a brand or business.
    • Discover, engage, deliver exceptional customer experience.
    • Review and update member and product documents and communications.
    • Product system testing documentation of test results.

    SPECIAL REQUIREMENTS

    • Passionate about Customer services
    • Respectful and patient
    • Great communicator
    • Effective Facilitator
    • Attention to detail (Mandatory)

    Qualifications

    PERSON DETAILS: WORK EXPERIENCE

    • Two (2) years' previous experience as Customer experience consultant, customer services specialist, or related position.
    • Project management experience
    • Medical Insurance and Gap product knowledge.

    PREFERRED

    EDUCATION: QUALIFICATIONS: ACCREDITATIONS WITH PROFESSIONAL BODY

    • Bachelor’s degree in a related field  
    • Two years of experience implementing strategies to ensure customers are fully satisfied.
    • Experience developing customer journey content.  
    • Customer service experience and strong project management and time management skills   
    • Excellent presentation and communication skills

    TECHNICAL SKILLS OR KNOWLEDGE

    REQUIRED

    • Strict adherence to company philosophy/mission statement/sales goals
    • Proficient computer skills, Microsoft Office Suite (Word, PowerPoint, Outlook, and Excel), and instructional software
    • Experience with technologies and best practices for instructional manuals and teaching platforms
    • Attention to detail
    • Strong project management skills with the ability to supervise multiple projects.
    • Good interpersonal skills and communication with all levels of management
    • Able to multitask, prioritize, and manage time efficiently.
    • Excellent leadership, team building, and management skills
    • Encouraging to team and staff; able to mentor and lead.
    • Excellent verbal and written communication skills
    • Able to analyse problems and strategize for better solutions.                                                 

    go to method of application »

    Provider Relationship Specialist

    Job Description

    • The Provider Relationship Specialist is responsible for the day to day management of the multi-disciplinary network. Ensuring that contractual obligations with medical schemes, insurance and primary care products are established and maintained. Maintaining strong relationships with DSP’s via periodic engagement and implementation of standards and to manage and maintain quality assurance checks. Query resolution and effective interaction management. Manage contracts and service level agreements, through effective reporting and administration.
    • Ensure that each service level agreement is adhered to and met by the relevant business unit owner
    • Monitor trends within the business that may adversely affect the SLA and ensure the line manager and relevant business unit owners are kept informed
    • Ensure all queries are dealt within contracted SLA all stakeholder are kept informed of relevant progress work items or escalations

    KEY OUTCOMES (not limited to)

    • Set clear objectives, define roles and responsibilities, and ensure each team member aligns with the team’s vision.
    • Communicate expectations, goals and feedback to the group regularly and resolve any concerns or issues actively.
    • Identify and address conflicts early, facilitating discussions and finding satisfactory solutions for all parties involved
    • Support team members’ professional development by providing opportunities for training and growth.
    • Ensure team compliance with company policies and procedures.
    • Support, monitor and guide team members to ensure they meet their individual targets and KPIs.
    • Generate reports on team performance and provide regular updates to senior management.
    • Monitoring overall team performance and maintaining a report. Constantly keeping team members motivated to deliver their best.
    • Set the tone for the team and create a positive and productive work environment.
    • Developing objectives for the team to work towards and achieve company goals.
    • Monitor system performance and report on any system issues that may arise.
    • Compile daily stats
    • Attend to Escalations from other departments
    • Informing senior management and escalating tasks, as necessary.
    • Report to the Network Manager

    Qualifications

    SPECIAL REQUIREMENTS

    • Ability to maintain confidentiality, problem solve, negotiate and communicate
    • Ability to work in fast paced , High pressure environment
    • Valid SA Driving licence

    PERSON DETAILS: WORK EXPERIENCE

    REQUIRED

    • At least 2 years’ experience in the Medical Scheme or Healthcare Administration industry in a client support or provider Management roll

    PREFERRED

    • Proven work experience as a client or provider Management role

    EDUCATION: QUALIFICATIONS: ACCREDITATIONS WITH PROFESSIONAL BODY

    REQUIRED

    • Grade 12 or equivalent NQF 4 certificate

    PREFERRED

    TECHNICAL SKILLS OR KNOWLEDGE

    REQUIRED

    • MIP / Putty
    • Computer Literacy – Microsoft Excel, Word and PowerPoint
    • Strong phone, email (written) and inter-person communication skills

    PREFERRED

    • Strong Knowledge of Medical Scheme Industry (Optom , Pharmacy , Dental , GP , Hospital)

    Method of Application

    Use the link(s) below to apply on company website.

     

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