Broker Service Consultant

Introduction

Momentum Health Solutions, an entity of Momentum Metropolitan Holdings delivers sustainable, integrated health solutions that meet the needs of clients in the different segments and maximise lifetime client value. We build and maintain a culture of innovation, and create value through unique insights of how to achieve specific outcomes by using a defined set of Health capabilities.

Disclaimer

As an applicant, please verify the legitimacy of this job advert on our company career page.

Role Purpose

Deliver professional service to clients through various servicing channels (inbound calls, emails, walkin interactions etc.), responding to their needs, concerns and complaints within agreed Service Level Agreements and legislative and compliance requirements, To ensure the implementation of best practices and optimal medical care for members through expert clinical guidance, collaboration with healthcare professionals, and continuous improvement initiatives.

Requirements

• Matric
• Relevant qualification would be an advantage
• 3-5 year's experience in a customer service environment is essential
• Excellent Networking Skills is essential
• Good understanding of the intermediary/broker industry (specific to Health)
• Good understanding of the medical scheme industry and regulations
• Knowledge of Oracle platform and Momentum health products isessential

Duties & Responsibilities

• Front-line external consultation between groups, brokers, and schemes
• Ensuring the companies are updated in terms of Medical Schemes Act,Schemes rules, and related legislation
• Assisting online companies with data input and the Web usage
• Upskilling of staff
• Responsible for problem-solving at all levels
• Written and verbal communication at both executive and member level
• Management of relationships with brokers to ensure optimal service delivery to broker clients
• Relationships with key clients is positive and productive
• Relationships with brokers is positive and productive
• Ensuring queries and problems are resolved accurately and timeously
• Training needs of clients are identified and addressed
• The year-end process runs smoothly and is facilitated to ensure that clients are fully aware of all changes and options available to them
• To build relationships and to provide a consistent one-stop service to all stakeholders
• Identify risks to the company and escalate accordingly
• Engage in effective communication and delivery according to Service Level Agreements
• Obtain and maintain a broad product knowledge in order to effectively and accurately respond to customer queries
• Ensure Service Level Agreements are met and exceeded
• Deal Promptly with client requests in a competent, efficient, and professional manner
• Handling high-level unresolved queries/disputes from brokers
• Ensure that the appropriate recovery measures and plans are implemented to handle broker escalations
• Liasing with the departments that do not meet the standards of service as laid down in Scheme service levelagreements
• Ensuring that the recommended corrective measure to the defaulting departments does take place
• Identify areas where training is required to improve service levels
• Identify process and system shortfalls in order to improve efficiencies
• Building and maintaining relationships with QA & Leaders of the various business units
• Ensuring that broker feedback on queries received via Social Media and the business is responded to within agreed SLA

Competencies

• Business Acumen
• Client/Stakeholder Commitment
• Drive for Results
• Leads Change and Innovation
• Collaboration
• Impact and Influence
• Self-Awareness and Insight
• Diversity and Inclusiveness