Team Leader: Care Operations

2 weeks ago

Johannesburg, Gauteng, South Africa Palesa Mbali Group Full time

Position:

Team Leader:
Care Operations

Department:
Bonitas Hospital Management Services

Grade:
B3M2 Position

Experience: 5 years Managed Healthcare and 2 years case management experience - 2 years supervisory experience and 2years ICU experience advantageous

Qualifications:
Relevant Clinical Qualification, Registration with the relevant statutory bodies Professional Membership

Generic Objectives Specific deliverables:

People Leadership:

  • Lead and inspire your people and drive team collaboration.
  • Develop and support your people growth by focusing on their strengths and styles.
  • Coach and enable team to maximize their potential.
  • Empower your people with skills to improve confidence, knowledge and communication skills.
  • Amplify your people's imagination and self learning.
  • Create a safe and happy working environment that inspires all, adapting to needs of your people.
  • Manage, monitor leave and wellness of your people.
  • Recognize and appreciate excellence and team collaboration in real time

Continuous improvement:

  • Identify areas of improvement and solving for sustainable solutions through root cause analysis, lean six sigma methodologies and feedback loops.
  • Assist with user acceptance testing and coach your teams through changes.
  • Demonstrate excellence in communication and daily performance management.

Workforce Management:

  • Perform Resource planning, forecasting and management across all channels and touch points.
  • Manage and plan downtime when required.
  • Manage work volume and ensure service levels are met and improved

Business Continuity Management:

  • Understand how to manage business continuity and unplanned downtime.
  • Manage incidents and service level continuity.

Manage and Maintain Operational Content:

  • Represent the business capability in the organization's governance model.
  • Collaborate with solution capabilities and product owners to ensure operational content enables the implementation of all business strategies.
  • Manage and maintain consistency of all Standard Operating Processes and Operational Resources by working collaboratively with capability owners and forums.
  • Attend and participate in all required forums in the governance model, supporting all roles in the business model

Manage Performance:

  • Motivate the team to achieve the organizational goals.
  • Manage timelines and priorities to ensure business goals are met.
  • Conduct performance reviews and align to frequent coaching.
  • Provide exceptional organization and focus for the team. Conduct performance management.
Position Specific Outputs Work Scheduling

  • Resource planning and management
  • Queue management Training and coaching
  • Identify ongoing training and developmental gaps i.e. PDPs
  • Refer training needs (TNA) to HCBP / central training/QA/ISO to address
  • Reinforces on the job learning after central training has signed off. Does not provide basic training but does assist with upskilling during probation period after HC Training BP has signed off
  • Provide on the job coaching to address specific performance gaps (KPIs
  • Performance improvement plans which will also include personal development plans (linked to Performance management) Administration and reporting Ensure that SLAs are met
  • Complete and submit operational reports including monthly ISO compliance template reports
  • Do trend and root cause analysis and recommend improvements
  • Do VOEs and take corrective actions Ensure that escalation management is done by Senior Agent(s). Address limited number of escalations. Process stale claims as per the Scheme Rules.
  • Implement Year end as per project plan Facilitate originator, business or client focus group sessions on variety of topics i.e. problemsolving, communication, membership related issues Financial Management
  • Control leave liability Monitor and reduce wastage, identify cost saving opportunities i.e. staff, stationery & printing, telephones, processes Leadership Performance management i.e. ongoing evaluation via own voice samples and quality assessment, ratings

  • Customer Care Team Leader

    2 weeks ago

    Johannesburg, Gauteng, South Africa Ciazcon Consulting Full time

    CUSTOMER CARE TEAM LEADER: Ciazcon Consulting Published June 3, 2024 Location Johannesburg, South Africa Category Administration / Front Desk / PA / Secretary Job Type FulltimeDescription:Currently we are searching for a Customer Care Team Leader for Johannesburg, South Africa.Responsibilities of this Post: Overseeing and managing team members effectively....

  • Team Leader

    2 weeks ago

    Johannesburg, Gauteng, South Africa Intellibpo Full time

    We are looking for a call centre customer care team leader/supervisor to join and leader a team of customer care agents for our client Navex.Salary: R12 000,00 - R13 000,00 per monthAbility to commute/relocate: Johannesburg, Gauteng 2193: Reliably commute or planning to relocate before starting work (required)Experience:Call Centre Customer Care: 1 year...

  • Customer Care Team Leader

    2 weeks ago

    Johannesburg, Gauteng, South Africa eMedia Investments Full time

    The Customer Care Team Leader would be required to manage a team of OMNI channel customer care agents. To respond to/resolve and log all viewer interactions, monitor transmission, source relevant information, contribute to the continuous development and growth of the customer care department and promote the e-Brand through excellent customer service.Here's...

  • Team Leader

    2 weeks ago

    Johannesburg, Gauteng, South Africa Wesbank Full time

    Job DescriptionDear Future, Team LeaderThe role requires you to supervise and co-ordinate daily activities amongst a team in order to achieve a smooth workflowAre you someone who can: Manage costs / expenses within approved budget to achieve cost efficienciesEngage with the customers in a professional way as specified in the service standards and ensure...

  • Team Leader

    2 weeks ago

    Johannesburg, Gauteng, South Africa FirstRand Full time

    Job DescriptionDear Future, Team LeaderThe role requires you to supervise and co-ordinate daily activities amongst a team in order to achieve a smooth workflowAre you someone who can: Manage costs / expenses within approved budget to achieve cost efficiencies Engage with the customers in a professional way as specified in the service standards and ensure...

  • Assistant Unit Leader

    2 weeks ago

    Johannesburg, Gauteng, South Africa National Renal Care Full time

    National Renal Care has grown and evolved into the leading total kidney disease management organisation that provides person-centered health and care, which is digitally enabled, and data driven. National Renal Care seeks to recruit an ambitious, talented, goal driven and self-motivated individual to fulfil the role of an Assistant Unit Leader. The Assistant...

  • Team Leader

    2 weeks ago

    Johannesburg, Gauteng, South Africa FirstRand Life Assurance Ltd Full time

    Description Dear Future, Team Leader The role requires you to supervise and co-ordinate daily activities amongst a team in order to achieve a smooth workflow Are you someone who can: Manage costs / expenses within approved budget to achieve cost efficiencies Engage with the customers in a professional way as specified in the service standards and...

  • Team Leader

    2 weeks ago

    Johannesburg, Gauteng, South Africa Rmb Full time

    Job DescriptionDear Future, Team LeaderThe role requires you to supervise and co-ordinate daily activities amongst a team in order to achieve a smooth workflowAre you someone who can: Manage costs / expenses within approved budget to achieve cost efficienciesEngage with the customers in a professional way as specified in the service standards and ensure...

  • Team Leader

    2 weeks ago

    Johannesburg, Gauteng, South Africa FirstRand Full time

    About us, purpose, experience and qualificationsabout us:- make a promise- be deeply invested- value our differences- build trust, not territory- have courage- always do the right thingpurpose: To manage allocation and quality of work within area of responsibilityexperience and qualifications: Grade 12 2 years relatedadditional requirements:responsibilities:...

  • Team Leader

    2 weeks ago

    Johannesburg, Gauteng, South Africa Barrows Full time

    Job Purpose:The Team leader is responsible for maintaining and installing a specific product into store, which could include, but is not limited to,organizing products for display, Planning Visual Merchandising, Lighting, building of unitary and store negotiations. An installation team leader is responsible for day to day operational activities in store by...

  • Team Leader

    2 weeks ago

    Johannesburg, Gauteng, South Africa FirstRand Full time

    Job DescriptionTo supervise and co-ordinate daily activities amongst a team in order to achieve a smooth workflow Manage costs / expenses within approved budget to achieve cost efficiencies Engage with the customers in a professional way as specified in the service standards and ensure customers needs and expectations are understood in dealing with people...

  • Call Centre Team Leader

    2 weeks ago

    Johannesburg, Gauteng, South Africa Afrizan People Intelligence (PTY) LTD Full time

    Customer Services Team LeaderAre you a dynamic leader with a passion for delivering exceptional customer experiences? We are looking for a talented Customer Services Team Leader to join our team and lead, coach, and manage a team of Customer Services Consultants. Your primary goal will be to ensure effortless customer experiences, boost sales, and maintain...

  • Care Worker

    2 weeks ago

    Johannesburg, Gauteng, South Africa National Renal Care Full time

    Job Ref #: 00757Industry: Pharmaceutical And Medical/HealthcareJob Type: PermanentSalary: Market RelatedDescription:National Renal Care is a leading comprehensive kidney disease management provider in South Africa. Our organisation fosters a collaborative work environment where compassion, digital innovation, and clinical excellence merge to deliver...

  • Operations Team Leader

    2 weeks ago

    Johannesburg, Gauteng, South Africa WTW Full time

    The Role Operation Team Leader The Operations Team Leader will be responsible for managing a team of between 3 and 8 people with the key focus of delivering operational excellence to drive business delivery. Key functions include servicing the Client Servicing and Placement teams by generating invoices on a monthly basis. The scope of work also...

  • Team Leader

    2 weeks ago

    Johannesburg, Gauteng, South Africa Webhelp Full time

    Job AdvertAt Concentrix + Webhelp, commitment, integrity and team playing is valued and well recognised.We're on the lookout for determined individuals who values the importance of team playing and are ready to step up and lead by shining example as a Team Leader in our bustling Braamfontein office where you'll work on an exciting international campaign.We...

  • Team Leader-2

    2 weeks ago

    Johannesburg, Gauteng, South Africa FirstRand Full time

    Job DescriptionDear Future, Team LeaderThe role requires you to supervise and co-ordinate daily activities amongst a team in order to achieve a smooth workflowAre you someone who can: Manage costs / expenses within approved budget to achieve cost efficiencies Engage with the customers in a professional way as specified in the service standards and ensure...

  • Team Leader

    2 weeks ago

    Johannesburg, Gauteng, South Africa FirstRand Full time

    Job DescriptionDear Future, Team LeaderThe role requires you to supervise and co-ordinate daily activities amongst a team in order to achieve a smooth workflow.Are you someone who can: Manage costs / expenses within approved budget to achieve cost efficiencies Engage with the customers in a professional way as specified in the service standards and ensure...

  • Operations Team Leader

    2 weeks ago

    Johannesburg, Gauteng, South Africa Willis Towers Watson Full time

    The Role Operation Team Leader The Operations Team Leader will be responsible for managing a team of between 3 and 8 people with the key focus of delivering operational excellence to drive business delivery. Key functions include servicing the Client Servicing and Placement teams by generating invoices on a monthly basis. The scope of work also includes...

  • Deep Clean Team Leader

    2 weeks ago

    Johannesburg, Gauteng, South Africa Servest Careers Full time

    Job Context:Servest Office Services, a division of Servest Pty (Ltd) has an exciting opportunity for a Deep Clean Team Leader. The main function of the team leader is to ensure that the cleints are being serviced according to the set standards and procedures, to their satisfaction. Experience in Hygiene /Cleaning service is essential.Minimum Requirements:...

  • Deep Clean Team Leader

    2 weeks ago

    Johannesburg, Gauteng, South Africa Servest Careers Full time

    Job Context:Servest Office Services, a division of Servest Pty (Ltd) has an exciting opportunity for a Team Leader - Deep Clean. The main function of the team leader is to ensure that the cleints are being serviced according to the set standards and procedures,to their satisfaction.Experience in Hygiene /cleaning service is essential.Minimum Requirements:...