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Service Consultant: Health Solutions Expert

2 months ago

Durban, KwaZulu-Natal, South Africa MMI Holdings Ltd Full time
Job Title: Service Consultant: Health4Me x2

Momentum Health Solutions, a leading provider of integrated health solutions, is seeking a highly skilled Service Consultant to join our team.

Role Purpose:

The successful candidate will be responsible for delivering exceptional service to clients through various servicing channels, responding to their needs, concerns, and complaints within agreed Service Level Agreements and legislative and compliance requirements.

Key Responsibilities:
  • Identify and escalate risks to the company
  • Engage in effective communication and delivery according to Service Level Agreements
  • Maintain a consistent service delivery to ensure client retention and satisfaction
  • Obtain and maintain broad product and industry knowledge to effectively respond to customer queries
  • Ensure Service Level Agreements are met and exceeded at all times
  • Provide first-time resolution on complex queries
  • Deal promptly with client requests in a competent, efficient, and professional manner
  • Drive and support effective teamwork within the department
  • Engage in appropriate training interventions to promote own professional development
  • Ensure to demonstrate the company's values on a daily basis
  • Record all queries and interactions with customers onto the workflow systems
Requirements:
  • Matric
  • 1-2 years client service experience
  • Excellent knowledge of Momentum Health System and products (advantageous)
  • Good understanding of the Medical Scheme Administration or Short Term Insurance industry
  • Excellent communication skills in Zulu, Sesotho, Sethwana, Sepedi, and/or Zulu, in addition to English
Competencies:
  • A strong understanding of the medical aid and short term industry (advantageous)
  • Take ownership of all queries and ensure they are resolved timeously and effectively
  • Complete documentation as per departmental guidelines 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