Service Centre Escalation Specialist X2

5 days ago

Durban, South Africa Momentum Metropolitan Holdings 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

Provide support to members and providers. Provide assistance on all escalated enquiries to all key stakeholders.
Requirements
- Matric
- 5 years of industry knowledge/experience is essential
- Excellent networking skills is essential
- Good understanding of the Service Centre Team
- Good understanding of the Medical Scheme industry and regulations
- Knowledge of Oracle platform and Momentum Medical Scheme product is essential
- Experience in customer services and handling of high-level escalated enquiries is essential
Duties & Responsibilities
- Manage and monitor service standards, targets and SLA's on escalated enquiries.
- Assess service delivery based on engagement with business stakeholders and relevant analytics and implement plans for improvement.
- Handling high level unresolved queries/disputes from both internal and external stakeholders.
- Handling high level unresolved queries/disputes arising from Call Centre agents.
- Ensure that the appropriate recovery measures and plans are implemented to handle member escalations.
- Liaising with the departments that do not meet the standards of service as laid down in Scheme service level agreements.
- Responsible for problem solving at all levels.
- Written and verbal communication at both executive and member level.
- Management of relationships with Team Leaders and agents to ensure optimal service delivery to clients.
- To be able to attend to critical issues related to the Service Centre Team.
- Relationships with key clients is positive and productive.
- Relationships with members, providers and Service Centre team is positive and productive.
- Effectively handle all escalations directly from the Service Centre Team.
- Maintain effective and efficient record keeping on the relevant system.
- Collaborate with relevant business units by sharing best practices and knowledge to enhance service delivery.
- Same day resolution on all escalations and queries received, unless there is substantial evidence that this was beyond control and every effort was made to resolve within the working day.
- Handling high level unresolved queries/disputes arising from the Service Centre Team.
- Ensuring that feedback on queries received via Social Media and the business is responded to within agreed SLA.
- Identify trends in respect of the calls and correspondence and put in place action steps to address the needs identified through the Trends.
Competencies
- Understands how the business operates, what the key issues and risks are that drives business success; and how they impact on the commercial viability of potential ventures and the profitability of the group.
- Anticipates, meets and exceeds client's needs by creating long lasting relationships that support the client value proposition, supports their financial wellness and ensures client centricity.
- Drive a sense of urgency, focus, accountability, agility and execution to deliver business results.
- Actively leads change, does what is right for the business and drives continuous improvement through innovation.
- Creates and maintains an open, positive working environment by generating commitment, building trust, a shared sense of purpose, and empowerment in others and encouraging them to contribute to the best of their ability.
- Prioritises the business interests of Momentum Health Solutions and invests in the success of the group by aligning effort across divisions.
- Persuades, convinces, influences and inspires others, both within Momentum Health Solutions and externally to win support, loyalty and gain commitment to the purpose of Momentum Health Solutions
- Manages self and relationships with others effectively and provides perspective in difficult situations.
- Is sensitive to individual and cultural similarities and differences and demonstrates humility and an openness to engage people from diverse backgrounds and cultures to the mutual benefit of all parties concerned.
- Takes responsibility for own development; and actively mentors, coaches and develops talent in others. Builds leadership bench strength for Momentum Health Solutions by providing opportunities and experiences to develop skills, competencies and business knowledge.
Enquiries
-

Policy

We are committed to Employment Equity, diversity and inclusion when recruiting internally and externally. All appointments are made in alignment to our Employment Equity goals and we encourage people with disabilities to apply.

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