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  • Posted: Oct 29, 2020
    Deadline: Nov 8, 2020
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    Alexander Forbes is a leading provider of financial, risk and insurance and multi-manager investment solutions internationally. The primary operations are based in South Africa and the United Kingdom. A significant network of subsidiaries and partners ensures we provide an outstanding level of service to our customers internationally. Alexander Forbes’...
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    Service Consultant

    Introduction

    The purpose of the job is to assist a Senior Consultant in delivering a professional and excellent quality of service and consulting advice to clients, in accordance with the Service level agreement and year planner.

    Minimum Requirements

    • Matric,  
    • Accredited with CMS and FSB,
    • NQF 5 
    • Regulatory Examination 1
    • Relevant Degree or equivalent (an advantage)
    • 2 - 3 years’ experience in a healthcare brokerage
    • Healthcare industry, product and legislative knowledge
    • Driver’s license – essential,  willing to travel

    Professional Membership or Registration

    • CMS
    • FSB 

    Job Specification

    Key Performance Areas

    • Manage medical scheme membership retention  
    • New business growth 
    • Client satisfaction and customer orientation
    • Integrated value proposition and collaborations across the broader AF Group divisions
    • Client management and consulting
    • Maintain client relationships
    • Ensuring compliance to internal processes and industry bodies

    1) Financial 

    • Manage costs within your control, including costs relating to travel, accommodation, telephone and printing.
    • Ensuring confirmation of income is done quarterly.
    • Identify growth, new business and cross selling opportunities within client base.
    • Notifying Consulting Manager of expenses to be incurred

    2) Clients

    • Ensure SLA is in place and adhered to.
    • Ensure client retention. 
    • Remaining client focused at all times, and ensuring that you are results and solution focused and follow through timeously.

    Billing

    • Billing Reconciliations knowledge and experience essential.
    • Provide payroll contact training as and when required and maintain relationships.  Provide admin manuals.
    • Ensuring that all queries raised by the members and payroll are resolved.

    Communication & Training

    • Ongoing member contact, interaction and the maintenance of relationships. 
    • Conducting presentations and workshops for employer contacts, members and employees at year end and during the year as needed.  Distribution of induction material.
    • Establish and maintain strong relationship with both the client and the relevant scheme/s.
    • Handling client calls and queries timeously
    • Compilation and distribution of member/client communication when required.
    • Preparation of relevant material for induction sessions.
    • HR/Payroll training on scheme administration processes. 
    • Daily communication and correspondence with clients, both formal and informal. 

    Other

    • Monitoring and follow through outstanding member application forms, as well as monitoring of tracking report.
    • Planning and implementing Health/Wellness Days.
    • Escalate and resolve problematic member queries.
    • Identifying areas were process failure and client dissatisfaction exists and develops strategies/solutions in conjunction with Senior Consultant to address these matters.
    • Remaining client focused at all times, and ensuring that you are results and solution focused and follow through timeously.
    • Identify key areas of concern with regards to affordability/benefits on both member/employer level.
    • Drafting and circulation of minutes after each meeting to company contacts.  Minutes must be signed off by client prior to filing.

    3) Compliance to Internal Processes

    • Ensuring that standard documents i.e. file notes, FNA’s and minutes of meetings are issued timeously as per consultants manual 
    • Adherence to SLA deadlines.
    • Support consultant in preparation of reports and proposals. 
    • Delivering of service and commitments to the client thus building maintaining a trust relationship with client.
    • Act as the interface between member and client.
    • Act as the interface between the client and third parties i.e. schemes, council etc.
    • Internal office administration i.e. ongoing updating of client data bases / client activity list, distribution lists, Quarterly Magazines, Newsletters, etc.
    • Adherence to compliance as set out in company compliance manual and consultants’ manual.
    • Ensuring that relevant invitations are extended to the correct contact people – i.e. Hot Topics, Employer Seminars, and CEO Breakfasts etc. are extended and issued and followed up on timorously to clients. Keeping Senior Consultants informed of all developments within the client base.
    • General administration, filing and updating on Sharepoint. Electronic storing of minutes, FNA, file notes and reports etc. 
    • Updating of Complaints and gift register
    • Responsibility to client and Consulting Manager / Senior consultant with regards meetings etc.

    4) Project Management 

    • Year end project planning participation including the preparation of client communication, presentations conducted and reports presented.

    5) People

    • Attend required internal and external forums and training courses.
    • Maintaining necessary NQF Level credits
    • Alignment with a senior person for advice and assistance (not necessarily Consulting Manager) for mentorship. 
    • Maintain knowledge of the healthcare industry and keep abreast of changes

    Method of Application

    Interested and qualified? Go to Alexander Forbes on alexanderforbes.pnet.co.za to apply

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