Operational Coach

5 months ago

Centurion, South Africa Health Solutions Full time

**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**
- To coach new and existing employees to enhance and improve performance and quality aligned to business standards and client expectations. Accountable for training and mentoring in line with departmental and individual objectives and ensuring that the business processes and system capabilities are aligned to service delivery.**Requirements**:

- Matric
- 2 - 3 years coaching experience is essential.
- Minimum of 3 years Claims and Membership Training experience is essential.
- Knowledge of the GEMS products, systems and processes is essential.
- Coaching qualification would be an advantage.
- Ability to create and deliver learning programmes would be an advantage.

**Duties & Responsibilities**
- Collaborate with leadership and stakeholders to develop coaching and training action plans for employees.
- Review and update existing Training Plans and related SOP's.
- Report on adherence to the quality standards of the department and collaborate with other business units and customer services Leadership to identify coaching and training requirements for both teams and individuals within the Regional Offices or Customer Services department.
- Conduct group and individual coaching sessions to ensure the correct skills, knowledge and behaviour is embedded.
- Analyse and document training and coaching trends and business requirements and make recommendations for team training interventions.
- Report on areas of opportunity and risk within the team and make recommendations to close identified gaps.
- In conjunction with the leadership, provide the team with constructive feedback with regards to quality control and quality assurance assessments.
- Monitor and report on the effectiveness of coaching initiatives for the relevant team(s)
- Investigate client queries within the agreed service level and ensure that client (internal and external) receives timeous feedback.
- Provide regular reports on delivery of services against agreed service level agreements and in terms of overall customer targets.
- Deliver on service level agreements made with clients internal and external stakeholders in order to ensure that client expectations are managed.
- Make recommendations to improve client service and fair treatment of clients within area of responsibility.
- Participate and contribute to a culture which builds rewarding relationships, facilitates feedback and provides exceptional client service.
- Develop and maintain productive and collaborative working relationships with peers and stakeholders.
- Positively influence and participate in change initiatives.
- Continuously develop own expertise in terms of professional, industry and legislation knowledge.
- Contribute to continuous innovation through the development, sharing and implementation of new ideas.
- Identify solutions to enhance cost-effectiveness and increase operational efficiency.
- Facilitate efficiency of product, systems and processes.

**Competencies**
- Examining Information
- Interacting with People
- Understanding People
- Upholding Standards
- Articulating Information
- Providing Insights
- Empowering Individuals
- Valuing Individuals
- Establishing Rapport

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