Onsite CRM - Sasolmed - Secunda

Key Purpose

• Provide support with all queries including but not limited to Claims investigations, benefit limits, new business, chronic medication and general queries such as explaining policy, protocol and benefit decisions
• Identifying and proposing solutions to processes and service related failures. Building and establishing relationships at all levels to facilitate first time resolution of queries

Key Outputs

• Focuses on customer needs through the resolution of queries
• Scrutinizes numerical data, verbal data and all other sources of information so as to ensure a thorough investigation into queries presented and produces workable solutions to a range of problems.
• Presenting and communicating information effectively so as to ensure clear understanding and buy-in
• Establishes good relationships with customers and staff (both internally and externally) to wide and effective networks. Gains clear agreement and commitment from others by persuading, convincing and negotiating.
• Resolve highly escalated queries swiftly and efficiently
• Coordinating own and team’s administration
• Ability to draft written responses of an excellent and consistently professional standard in English, occasionally subject to executive and legal scrutiny  

Competencies

Behavioral Competencies

• Action orientated
• Being open and receptive to feedback and change
• Deciding and initiating action
• Ethics and Values
• Managing diverse relationships
• Adapting to change
• Communication and writing skills
• Ability to work independently
• Meeting and exceeding customer expectations

Skills

• Time Management
• Verbal and written communication
• Problem solving skills Presentation skills Relating to others

Knowledge

• Extensive understanding of the Discovery Health Product Benefit and process knowledge     

Qualifications & Experience

Essential

• Matric
• Afrikaans (Speak and Write)
• MS Office Knowledge
• Minimum of 12 months Face-to-face customer service experience
• Valid driver’s license and own transport

Advantageous

• Afrikaans speaking (speak, read and write)
• Relevant tertiary qualification
• In-depth knowledge of the Sasolmed product, processes and systems
• Medical Scheme Industry knowledge and Medical Scheme’s Act knowledge