Team Leader Managed Care

Job Advert Summary

To provide clarity, consistency, accountability and to preserve strong governance and ethical decision-making. To support both consultants and Service Managers, in order to ensure that Managed Care remains sustainable, compliant, and high performing.

Minimum Requirements

Education

• Grade 12
• Nursing qualification

Experience

• Strong working knowledge of managed healthcare rules and processes
• Demonstrated leadership credibility among peers
• Ability to balance performance discipline with supportive leadership
• High ethical standards and respect for governance frameworks

Duties and Responsibilities

• People Leadership

• Act as the primary line manager for assigned consultants
• Manage attendance, scheduling, leave planning, and shift adherence
• Conduct regular one-on-one check-ins and performance conversations
• Address first-line performance, conduct, and behavioural issues
• Support onboarding and integration of new team members

• Operational Delivery

• Manage daily queues, workflow, and task allocation
• Ensure adherence to agreed service levels (TATs, SLAs)
• Balance workload across consultants to maintain service continuity
• Act as the first point of escalation for operational issues

• Quality & Standards Enforcement

• Ensure consultants apply scheme rules, SOPs, and clinical protocols correctly
• Address quality issues identified through QA feedback
• Reinforce consistent documentation and defensible decision-making
• Support corrective action plans arising from audits

• Coaching & Support (Non-QA)

• Provide in-the-moment guidance to consultants struggling with cases
• Reinforce learning from training and QA feedback
• Escalate systemic training needs to Service Managers and QA

• Performance Monitoring & Reporting (Team-Level)

• Monitor daily and weekly team performance using standard operational dashboards and reports provided centrally
• Track volumes, productivity, attendance, and SLA adherence at team level
• Identify early warning signs of backlog, capacity pressure, or performance drift
• Provide qualitative insight and context to the Service Manager on emerging trends
• Support implementation of corrective actions agreed at Service Manager level