Smart Service Consultant

**Business Unit**:Discovery Employee Benefits**Function**:Administration and Office Support**Date**:12 Nov 2024
- Achieve more than** **YOU BELIEVE**
- Discovery Corporate & Employee Benefits
Smart Service Consultant
- **About Discovery**
- Discovery’s core purpose is to make people healthier and to enhance and protect their lives. We seek out and invest in exceptional individuals who understand and support our core purpose, and whose own values align with those of Discovery. Our fast-paced and dynamic environment enables smart, self-driven people to be their best. As global thought leaders, Discovery is passionate about innovating in order to not only achieve financial success, but to ignite positive and meaningful change within our society.**About Discovery Corporate & Employee Benefits**
- Discovery Corporate and Employee Benefits is the first and only employee benefits provider to shape employee behaviour, creating healthier and wealthier workforces. It is an exciting business to be in as we reimagine the way retirement savings and life insurance are brought to companies and employees.
- **Key Purpose of the role**
- Assisting the underwriters with general administration related to underwriting. Ensure all the documents required by the underwriters are requested, sourced from suppliers e.g. Doctors, paid for and provided to the underwriters in their entirety. Answer all queries pertaining/related to underwriting. Ensure brokers are well informed by providing accurate information to them in order to adequately support clients. Attend to requests for members who want to be seen by our nurses. Compile underwriting status reports. Provide or receive half cost medicals from other insurers.
- **Areas of responsibility may include but not limited to**
- Administration and execution of end-to-end underwriting processes as dictated by the UW SOPS
- **Reporting**:

- Status reporting of members in the UW process
- Audit report generation
- Reporting on volumes and SLA on personal and functional pools
- **Client Liaison**:

- Attending to queries, complaints, and escalations of clients
- Telephonic follow-up on client experience of the UW process
- Setting up and attending client meetings and compiling meeting minutes
- **Interdepartmental liaison**:

- Network with group risk divisions, smart service, executive wellness and other divisions within Discovery to facilitate and support the UW process
- Engaging with the reinsurer when necessary
- **System monitoring**:

- Supporting the UW division with system escalations and Jira tickets
- Enhancing the systematic processes through problem solving and recommendations
- **Operational**:

- Investigate reasons for anomalies on any underwriting admin process and troubleshoot. Look out for members that need decisions to be re-applied
- Compile a report for brokers from SFE and Compass, send medicals requirements requests to brokers/SC in order to be completed by member for underwriting members over the acceptable limit.
- Link the received completed medicals to the system and allocate to the underwriters for a decision.
- Send completed medicals to another insurer on request and/or request completed medicals from other insurer to underwrite member.
- Load members on the system to the smart service team for a nurse to complete required medical documents.
- Access completed medicals from the Smart Service System if not already on SFE.
- Verify the membership on Paradigm, that covers are aligned on SFE and Compass. Ensure member is on SFE.
- Ensure all documents submitted are correct and completed in full. Where documents are missing, source the documents from Meditech or other Pathologists.
- Once all documentation is attached on SFE, complete audit for Member and move it to the Underwriters.
- Index items using Paradigm and SFE.
- Load payments to doctors on the Supplier Worksheet, send proof of payments to doctors and ensure that medicals are obtained once payment is received.
- Assist team members with ad hoc functions.
- Adhere to working hours and hybrid working arrangements.

**Personal Attributes and Skills**
- Self-starter with a high attention to detail and be able to multi-task
- Good at follow through
- Exceptional ability to communicate written and orally
- Problem solving and solution focused
- Analytical - interpretation
- Building relationships
- Coping with pressure (deadlines)
- Time-Management and Organizational Skills
- Must be team orientated, willing to assist other team members in the office
- Compassion: will be working with people who are sometimes in dire situations or going through difficult transitions. Must be compassionate to their situation and working with them in a positive way
- Outstanding customer service skills

**Education and Experience**
- Matric - essential
- Microsoft Office skills, i.e. Outlook, Excel and Word are mandatory
- Medical background is beneficial
- Minimum 1 year’s working experience in Group Risk Underwriting.
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