Trending Jobs at Discovery Limited

Key Purpose of role

• This role is highly reliant upon the ability to answer incoming calls and making outbound calls where necessary to resolve digital queries in real time for all Discovery products and online communities in- line with service level agreements set out by business. Strong customer focus with the aim to provide dazzling service in line with Discovery’s values.

Areas of responsibility may include but not limited to

• Answer inbound calls timeously from all Discovery communities professionally according to the required procedures and within agreed SLA’s
• To ensure that queries that are unable of immediate resolution are followed up on and comprehensive feedback given to clients
• Making outbound calls in order to investigate and resolve all queries
• Dealing with all queries through to resolution
• Maintaining accurate details of all queries
• Coordinating own and team’s administration
• Ensuring that customer satisfaction is constantly attained
• To keep abreast of product knowledge through continued professional development and learning

Personal attributes and skills – Discovery Person

• Highly developed telephonic skills (soft skills)
• Excellent communication skills – written and verbal
• Focuses on customer needs and satisfaction
• Follows procedures and policies
• Excellent time management skills
• Establishes good relationships with customers and staff
• Works productively in a high-pressured environment
• Keeps emotions under control during difficult situations

Education and Experience

Minimum:

• Matric
• Minimum 1 year Call Centre / Customer Service experience
• Any digital platform experience i.e. website/ mobile / device applications
• Basic computer and mobile/ device skills
• Call Centre Certification / Diploma; Business Communication Certificate/ Diploma; Business Writing Certification / Diploma

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Key Purpose:

The successful applicant will be responsible for but not limited to the following job functions:

Assessing the case in relation to the following:

• Members clinical history
• Members benefit structure
• Clinical Information and coding supplied
• Level of care provided
• Appropriateness of the facility
• Appropriateness of the treating doctor
• Appropriateness of treatment
• Managing the benefit for the member and the risk for the relevant scheme through a thorough process to approve or decline Funding to ensure that the member gets the appropriate level of care
• Discharge planning by providing the member with alternatives to receive treatment (This includes Hospital @ Home, Homecare etc.)

Effective and accurate communication to all stakeholders:

• Case update to the provider
• Funding decisions and benefit confirmation to the members
• Request for additional information from the treating doctor or practice manager
• Engaging with Patient Services Manager and hospital staff
• Handling escalations from Providers and internal stakeholders
• Preparing and presenting complex case to clinical review
• Trend Analysis of inefficiencies and proposals to correct
• Appropriate internal case referrals for clinical management

Operational Targets:

• Attend to patients on daily report
• Review all low acuity admission requests
• Quality of processes

 Education and Experience:

The following requirements are essential:

• Matric
• Must be a Registered Nurse
• Valid SANC Registration
• 3 years Clinical experience in a private hospital setting (ICU, Trauma/Casualty, Medical/General ward preferable)
• 2 years Managed health care experience 
• Microsoft Office (Specifically Excel experience)
• Valid Driver’s License and own transport ( working hours are between 08:30 -17:00 & travel up to 50KM may be required)
• Effective Communication Skills (Verbal & Written)
• Telephone Etiquette
• Active Listening Skills

The following requirements are advantageous:

• 1 – 2 years ICU experience
• Knowledge of DH SOP’s and Process experience (internal only)
• Provider payment arrangements (internal Only)
• Clinical coding knowledge of ICD-10 and/or CCSA

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Key Purpose

• To take inbound calls from Health Professionals, regarding claims queries and provide first time resolution. Provide excellent service and quality through Discovery Service Standards.

Areas of responsibility may include but not limited to:

• Operate mainly in the office (may be required to visit a provider offsite)
• Taking calls and dealing with Discovery Health, Key Care as well as In House related queries from Health Professionals
• Dealing with all queries through to resolution Admin functions (i.e. TWT, CRM assistance as well as ad hoc admin for members)
• Working on Discovery Systems as well as DIScribe Positioning policy and benefit changes
• Assisting with escalated queries from providers and liaising with internal departments for resolution of those cases
• Maintaining acceptable performance in the following areas: TMBR, DPMO, AHT

Personal Attributes and Skills

• Delivering results and meeting customer expectations
• Presenting and communicating information
• Delivering results and meeting customer expectations
• Deciding and initiating action
• Following instructions
• Adapting and responding to change
• Persuading and influencing
• Analyzing
• Adhering to principles and values

Education and Experience

• Matric - Maths/Accounting and English with 50%
• Basic MS Office Knowledge
• Minimum 6 months experience as a Contact Centre Consultant in Customer Services
• Minimum of 6 months Claims Specialist experience
   

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Key Purpose

• Checking, recording and processing financial transactions and ensuring processes run effectively.

Areas of responsibility may include but not limited to

Financial Management & Reporting

• Perform month-end activities, journal entries, and quarterly tax schedules
• Review and report on budget vs actuals for Greater Marketing cost centres
• Compile annual budgets and manage costing for new office setups
• Conduct financial analysis to support decision-making
• Ensure governance and internal financial controls are adhered to.

Payroll & Incentives

• Submit monthly payroll for allocated cost centres
• Calculate incentives and generate statements
• Perform WHC calculations

Store Operations & Income Tracking

• Manage store invoices, dashboards, and escalations
• Track income per stream and generate store-specific income statements
• Forecast weekly store performance and present at Store Management EXCO
• Oversee stock management

Process Improvement

• Support ongoing process enhancements, automation initiatives, and value-add activities

Education and Experience

Essential

• Finance Degree or equivalent degree

Experience

• At least 2 of working experience in a financial services.

Competencies:

• Strong Analytical and Methodical approach
• MS Office Knowledge
• Attention to Detail
• Working in a team environment
• Problem Solver