Healthcare Consultant

4 weeks ago

TX United States Sanlam LTD Full time
About Sanlam LTD

Sanlam LTD is a leading provider of retail and corporate life insurance, health, and investment products in South Africa. Our vision is to be the preferred partner to Corporate and Public Sector by delivering exceptional client experiences and comprehensive solutions that enable financial resilience and prosperity for our clients and their employees.

Job Description

We are seeking a skilled Healthcare Consultant to join our team. As a key member of our In-House Service team, you will be responsible for providing excellent client services to a portfolio of clients by efficiently managing human capital queries, claims, and other medical scheme, gap cover, primary health insurance, and loyalty-related queries.

Key Responsibilities
  • Provide an effective and efficient administrative channel between clients and service providers.
  • Demonstrate a good understanding of all medical scheme options and benefits, primary care insurance, gap cover, and loyalty programs.
  • Provide multiple query resolutions, ability to communicate in both written and verbal professional manner.
  • Manage escalated admin and other requirements from service providers for clients.
  • Assist with Call Centre in-bound and out-bound client calls.
  • Assist with email inboxes and query logging to the CRM system as and when required.
  • Provide timeous feedback and resolution on queries.
  • Keep ongoing records on internal CRM systems.
  • Assist clients with the application process and queries telephonically and/or via email up to resolution.
  • Frequent follow-up with clients on open and outstanding requirements.
Qualification and Experience
  • Regulatory Examination RE5 is required.
  • Full Accreditation with the Council for Medical Schemes is advantageous.
  • Industry-related Degree or Diploma (NQF level 5) is required.
  • 2 - 3 years' experience in a similar healthcare environment with Intermediary services is required.
Knowledge and Skills
  • Knowledge of industry regulations e.g., POPI and TCF.
  • Experience in managing customer relationships.
  • Experience in handling customer complaints.
  • Strong knowledge of medical scheme product and processes.
  • Strong knowledge of Internal and external processes including service level commitments.
  • Knowledge of relevant escalation channels.
  • Knowledge in managing and co-ordinating escalations from HR and other stakeholders.
  • Experience in managing customer relationships.
  • Proficiency in Microsoft Office (Word, Excel, Outlook).
  • Brokertools experience advantageous.
Behavioural Competencies
  • Organisational Savvy - Maneuvering comfortably through complex policy, process, and people-related organisational dynamics.
  • Manages Complexity - Making sense of complex, high quantity, and sometimes contradictory information to effectively solve problems.
  • Drives Engagement - Creating a climate where people are motivated to do their best to help the organisation achieve its objectives.
  • Business Insight - Applying knowledge of the business and marketplace to advance the organisation's goals.
  • Displays Care - Showing care and consideration to our clients that extends beyond professionalism.
Core Competencies
  • Cultivates Innovation by creating new and better ways for the organisation to be successful.
  • Client Focus - Building strong customer relationships and delivering customer-centric solutions.
  • Drives Results - Consistently achieving results and meets deadlines, even under tough circumstances.
  • Collaborates - Building partnerships and working collaboratively with others to meet shared objectives.
  • Resilience - Rebounding from setbacks and adversity when facing difficult situations.

We are an equal opportunities employer and welcome applications from diverse candidates. The shortlisting process will only start once the application due date has been reached. The time taken to complete this process will depend on how far you progress and the availability of managers.

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