October 16, 2024

Health Solutions

OTHER

Service Consultant: Correspondence x2

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 maximize 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

Provide an effective and efficient service to clients by receiving, evaluating and responding to telephonic/electronic/walk in enquiries timeously. An important part of this role would be for the service consultant to answer questions and provide solutions to customers accordingly.

Requirements

Matric
Minimum 12 months MMS experience is essential
Minimum of 6 months Correspondence experience is essential
Knowledge of Oracle System (O1) is essential
Relevant tertiary qualification would be an advantage
2 - 3 years of client service experience would be an advantage
Good understanding of the industry would be an advantage
Adhoc correspondence experience would be an advantage

Duties & Responsibilities

Identifying risks to the company and escalate accordingly
Engaging in effective communication and delivery according to Service Level Agreements
Maintaining a consistent service delivery to ensure client retention and satisfaction
Obtaining and maintaining broad product and industry knowledge in order to effectively and accurately respond to customer queries
Ensuring Service Level Agreements are met and exceeded at all times
Providing first time resolution on queries of a complex nature
Dealing promptly with client requests in a competent, efficient and professional manner
Driving and supporting effective teamwork within the department
Engaging in appropriate training interventions to promote own professional development
Ensuring to demonstrate the company's values on a daily basis
Recording of all queries and interactions with customers onto the workflow system
To ensure the required turnaround time is met.
To ensure that all correspondence sent out is of the highest quality

Competencies

A strong understanding of the medical aid and short term insurance industry will be advantageous
Take ownership of all queries and ensure that they are resolved timeously and effectively
Complete documentation as per departmental guidelines in order to meet client needs
Utilise IT systems effectively, to ensure accuracy of documentation
Adhere to organisational best practice and legislative requirements
Adhere to policies and procedures and take corrective action where necessary
Ensure all risks are mitigated and escalated where necessary
Ability to provide quality written feedback to clients on queries raised via email, fax or post