Main Purpose The purpose of the job is to assist a Senior Consultant in delivering a professional and excellent quality of service and consulting advice to clients, in accordance with the SLA/Year Planner. Ensuring the highest quality of client/member satisfaction through continuous relationship building at an employer and member level, and thereby ensuring client retention, taking into consideration the prevailing Health approach, which is currently guided by our “SERVE Model”.
Division/Department Health
Formal Qualifications
Matric,
Accredited with CMS and FSB ,
NQF 5
Regulatory Examination 1
Degree (desirable)
Required Experience 3- 5 years Health Care broking experience
Reporting structure this role is placed in the Actuarial and Consulting pillar, as indicated above, under the Institutional Consulting Department.
Key performance areas:
Key Performance Area Input (method used)
Output (result expected) Time Spent
Financial
Manage costs within your control, including costs relating to travel, accommodation, telephone and printing. Ensuring confirmation of income is done quarterly. Identify growth, new business and cross selling opportunities within client base. Notifying TL and Operation Manager of expenses to be incurred. Enhance efficiency levels and add value 10%
Client Relationship
Ensure client retention. Monitoring and follow though outstanding member application forms, as well as monitoring of tracking report. Ability to work in Excel. Billing Reconciliations knowledge and experience essential. Ensuring that all queries raised by the members and payroll are resolved. On-going member contact, interaction and the maintenance of relationships. Provide payroll contact training as and when required and maintain relationships. Provide admin manuals. Conducting presentations and workshops for employer contacts, members and employees at year end and during the year as needed. Distribution of induction material. Establish and maintain strong relationship with both the client and the relevant scheme/s. Identifying areas were process failure and client dissatisfaction exists and develops strategies/solutions in conjunction with Senior Consultant to address these matters. Planning and implementing Health/Wellness Days. Remaining client focused at all times, and ensuring that you are results and solution focused and follow through timeously. Ensure SLA is in place and adhered to. Identify key areas of concern with regards to affordability/benefits on both member/employer level. Drafting and circulation of minutes after each meeting to company contacts. Minutes must be signed off by client prior to filing. Handling client calls Live the Brand by providing impactful service to the client and members 60%
Compliance to internal processes
Ensuring that standard documents i.e. file notes, FNA’s and minutes of meetings are issued timeously as per consultants manual Adherence to deadlines. Support consultant in preparation of reports and proposals. Compilation and distribution of member/client communication when required. Preparation of relevant material for induction sessions. HR/Payroll training on scheme administration processes. Escalate and resolve problematic member queries. Daily communication and correspondence with clients, both formal and informal. Delivering of service and commitments to the client thus building maintaining a trust relationship with client. Act as the interface between member and client. Act as the interface between the client and third parties i.e. schemes, council etc. Internal office administration i.e. ongoing updating of client data bases/client activity list, distribution lists, Quarterly Magazines, Medizone, etc. Adherence to compliance as set out in company compliance manual and consultants manual. Ensuring that relevant invitations are extended to the correct contact people – i.e. Hot Topics, Employer Seminars, and CEO Breakfasts etc are extended and issued and followed up on timorously to clients. Keeping Senior Consultants informed of all developments within the client base. General administration, filing and updating on Livelink. Electronic storing of minutes, FNA, file notes and reports etc Updating of Complaints and gift register Responsibility to client and TL/senior consultant with regards meetings/leave/sick leave etc. Compliance Score above 90% , 10% People Attend required internal and external forums and training courses. Ensure good self-management skills (planning, prioritizing and time management). Maintaining necessary NQF Level credits Alignment with a senior person for advice and assistance (not necessarily team leader) for mentorship. Be well vested in the Healthcare Industry 10%
Self development
Maintain knowledge of the healthcare industry and keep abreast of changes Attend required internal and external forums and training courses Ensure good self-management skills (adherence to deadlines, planning, prioritizing, ability to work under pressure and time management) Client relationship skills – ability to interact with management as well as ordinary members; Communication and Presentation Skills Contribution to business development/projects/initiatives.Be Engaged and have a PDP 10% It is important to take into account that clients of this size are always involved in interesting developments and the role will offer an opportunity to devise new and more efficient processes for delivering our service offering. You will therefore be exposed to new initiatives and a number of interesting projects. Drives License Essential Technical and behavioural competencies
Technical
Computer Literate-MS Office Healthcare industry experience Behavioural (Interpersonal and Intrapersonal) Deadline driven Ability to plan and prioritise Ability to work under pressure (high stress tolerance) Ability to work with both people and complex data Attention to detail/Accuracy Proactive/takes initiative Self-motivated Ability to communicate effectively with colleagues, management and clients Ability to work independently and to be definite team player, when required Assertive Cognitive Competencies Analytical Thinking Problem Solving