Customer Services Executive – PORTUGUESE SPEAKING
The world’s leading medical & security Services Company operating from over 700 sites in 76 countries with 10,000 employees is currently looking for a Customer Services Executive – Portuguese Speaking who is responsible for providing a high quality service to our customers by answering all requests for assistance in a timely and professional manner and according to defined protocols.

Key performance areas

SUPERVISED CASE MANAGEMENT (ASSISTANCE PLATFORM)
• Answer all requests for assistance in a timely and professional manner and according to defined protocols.
• Assess and analyze the nature of the assistance required by the member
• Document all matters relating to these requests using the telecommunication and computer systems made available
• Coordinate and manage the case utilising the internal resources of the company and third party providers where necessary.
• Ensure that the first call procedure is adhered to when allocated to the first call desk.
• Manage cases for specific client programmes in line with the relevant Operations Procedure Manuals.
• Identify and coordinate appropriate solutions addressing requests for assistance.
• Assist with the development of the network of service providers by documenting all updates to existing service provider details as well as new provider information and ensuring this is escalated to JNB GAN.
• Maintain medical and personal data confidentiality and a professional working environment in the Assistance Centre by ensuring that the clean desk and data protection and destruction policies are adhered to.
• Ensure all Guarantees of Payment are placed at the time of confirming appointments/ hospitalization, including anticipation of laboratory and specialist consultation for inpatient cases.
• Immediately act upon any omissions or service failures identified during the course of the case management and ensure appropriate escalation procedures are followed.
• Meet the required operations productivity measurable including, call statistics and scores, case activity and case audit scores.
• Preparation for daily transmissions to ensure a comprehensive handover to next shift.
• Ensure that cases needing escalation are escalated to the relevant Team Leaders in a timely manner
• Adhere to the mandatory escalation procedure to Team Leader both in and out of regular business hours

INTERNAL AND EXTERNAL COMMUNICATION AND RELATIONSHIP MANAGEMENT
• Positively promote the company to other organisations in all forms of written and verbal communication, with clients and providers.
• Effectively manage and communicate any issues or workload challenges to the TL.
• Conference all first calls that are medically oriented to the Coordinating Doctor on duty and security calls to the Regional Security Centre.
• Immediately inform the Coordinating Doctor and/or the Medical Director in respect of requests received for air transportation.
• Coordinate, manage and document all actions and communication involing all necessary parties in terms of escalation protocols.
• Proactively follow up with both the member and/or the agent (as appropriate) within 30 minutes of the time agreed on each course of action scheduled in the course of the case management.
• Adopt a team approach to case management ensuring cases are actioned for seamless handover and management between shifts.
• Receive active cases from coordinator predecessor at shift hand over and prioritise follow up required 15 minutes before the start of your shift.

GENERAL AND ADMINISTRATIVE DUTIES
• Maintain clear and accurate case records to ensure that cases are correctly prepared for hand-over to the billing department.
• Attend ongoing training, operational meetings and team builds as and when required. There may be a necessity for these to be outside normal working times for which you would be paid overtime.
• Carry out any other reasonable duties as requested by the manager.
• Manage the financial aspect of a case in order to reduce billing queries to the platform.
• Billing queries received from Centralised Prague GSS to be managed within 48 hours of receipt.
• Liaise closely with GAN team when new providers are used. Proactively source all relevant provider details for SPIN updating and billing purposes.

Education, Training and Experience
• Demonstrated understanding of working within a general customer service focused environment 1 years’ experience preferable
• Experience within Medical organisation
• Grade 12
• Tertiary qualification
• Working knowledge of CRM technology
• IT literate and proficient in the usage of computer software including Microsoft Outlook and Word, and experience working a database is preferable.
• Able to communicate at all levels
• General knowledge of world geography but particularly Sub-Saharan Africa desirable
• Excellent written and spoken English is an explicit requirement of the role, and a second language is an advantage - Portuguese (preferable)

Only short listed applicants will be contacted. Applicants, who have not been contacted within
2 - 3 weeks of the closing date, should assume that their application has not been successful.
SM Placements is an equal opportunity employer.