Helpdesk Specialist

**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.

**Role Purpose**

**Requirements**:

- Matric
- Relevant experience in HRM (i.e. Pre Authorisation)
- Excellent understanding of the Momentum product and relevant legislation
- Good knowledge of the Oracle Administration system
- Good knowledge of Excel
- 5 years industry knowledge a pre-requisite
- Working knowledge of MS Office

**Duties & Responsibilities**
- Be available to provide assistance and technical support to internal and external clients. Assistance includes but is not limited to the following:

- Assisting and resolving with escalated queries which may include service interactions with members/providers.
- Assist with staff development by identifying trend analysis and training needs through escalation.
- Identify and resolve operational and system inefficiencies resulting in rework and customer.
- Liaise with service managers and the HRM trainer to advise them of staff training requirements and monitor return on investment of training such as first time call resolution and reduction in repeat callers.
- Assist with training responsibilities when required.
- Facilitating first time resolution of queries by streamlining operational process and system enhancements related to specialized authorization requests.
- Maintaining the confidentiality of sensitive information.
- To facilitate and maintain open communication with other departments.
- Analysis and collation of relevant reports g. KR1S to identify and coach around overlapping and duplicate authorisations.
- Assist with Clinical Governance and PMB queries.
- Assist with admin related queries.

**Competencies**
- Strategic thinking
- Interpersonal sensitivity
- Soft Skills
- Customer orientation
- Ability to work in an unstructured environment
- Drive
- Self-disciplined/Motivated
- Ability to be proactive
- Technical skills and competence
- Communication skills(Writing/Speaking)
- Ability to transfer knowledge through training
- Interpersonal Skills
- Time Management
- Process driven
- Presentation skills
- Problem solving skills
- Service orientation
- Enthusiasm
- Energy
- Persuasiveness
- Optimism
- Credibility
- Empathy
- Ability to adapt to change
- Self-starter
- Resilient