Service Consultant – LatestJobs


Discovery’s core purpose is to make people healthier and to enhance and protect their lives. We seek out and invest in exceptional individuals who understand and support our core purpose, and whose own values align with those of Discovery.  Our fast-paced and dynamic environment enables smart, self-driven people to be their best. As global thought leaders, Discovery is passionate about innovating in order to not only achieve financial success, but to ignite positive and meaningful change within our society.

 

About The Gauteng Service Team

 

This team is primarily situated in Centurion and is one of four regional service teams. We take pride in excellent, world- class service delivery to our members, brokers and employer groups at all touch points in their journey. Our expectation of employees is to (1) be engaged, (2) deliver world class service to all internal and external stakeholders, as well as (3) take ownership for key responsibilities. This means speaking in a way that the person you are servicing can hear you smile, where going the extra mile is done effortlessly resulting in delighted stakeholders. It also means taking ownership of the business, and taking full accountability for the people you service; treating them as you would family. This can only be achieved by using your knowledge of our products and exceptional digital tools, staying humble, dazzling our stakeholders and always knowing that what you do matters!

 

Job Purpose

  • To deliver world class service to all Discovery Health Members, Providers, Employer groups, Hospitals, and Brokers by supporting and fully resolving their queries through various servicing channels, primarily over the telephone.
  • To effectively manage the risk of in-hospital admissions by using your clinical knowledge and integrating this with your understanding of the benefits of the scheme and ensuring accurate information regarding funding

Principal Accountabilities

  • Confirming benefits according to set protocols and funding rules
  • Accurately obtaining and capturing information to confirm correct funding
  • Servicing all key stakeholders telephonically and via other servicing channels until the query has been resolved
  • Servicing key stakeholders in a customer centric way to ensure that we live by our service principles
  • Keeping up to date with product changes and benefits to ensure that all key stakeholders are accurately serviced
  • Continuously staying abreast of all digital servicing tools within the business and ensuring that the functionality is fully understood
  • Achieving and exceeding key performance metrics relating to service delivery

Competencies

  • Following instruction and procedures (Self-development)
  • Analysing  (Managing Complexity)
  • Learning and Researching (Nimble Learning)
  • Presenting and communicating information (Communicating effectively)
  • Delivering results and meeting customer expectations (Customer focus)
  • Deciding and initiating action (Decision Quality)
  • Working with people (Collaborating)
  • Writing and reporting (Communicating effectively)

 

Education, Skills, Knowledge and Experience

  • Matric
  • Any South African accredited clinical qualification
  • Knowledge of anatomy and physiology
  • At least 6 months working experience in a customer services or clinical environment



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