Care Interventionist
20 hours ago
Position Purpose
Deliver and enable excellence in all service moments to all stakeholders (Members, Providers, Employer groups, Intermediaries, Schemes). Personalised clinical servicing through the Omni channel experience focusing on the overall care quality of interaction between our customers and the brand. Committing to our service care charter striving to continuously make a positive difference. To enable the management of the patient is appropriate according to medicine formulary, clinical protocols and guidelines. With specific focus on chronic disease management and overall special touch cases. Holistically identifying and handling complex care requests for the patient and their support structures.
Minimum Qualifications & Experience:
2 - 3 years Pharmacist Assistant experience essential years Managed Care experience advantageous.
Post basic pharmacist assistant registered with the relevant health professions council
Position Specific Outputs
Client service delivery and quality
- Follow procedures and cooperate with peers and leader for best possible service delivery
Compliance and Risk Management
Defined legal, statutory and regulatory compliance is maintained at the required standards
Operational risk and governance structures, measures and frameworks are complied with and necessary action is taken to address issues, when necessary
Financial Management
- Contribute to cost savings within the department to assist with financial goals and targets
Operating Model
Meet delivery objectives through working with other team members within and linked to the department / project
Resolve operational performance variations and problems and escalate unresolved issues to higher levels
Ensure delivery targets/objectives are met and operate in a supportive manner to achieve successful delivery
Operational Implementation of Strategy
Keep up to date with operational changes implemented in response to important external influences
Deliver in a manner that supports and meets operational quality standards and meets the defined departmental priorities
Perform according to defined operational best practice and identify and implement opportunities for continuous delivery improvement
Operational Leadership
Deliver personal performance within Human Capital frameworks and policies to ensure delivery to agreed standards and objectives
Engage in development, coaching and mentoring
Support transformation through valuing diversity
Behave in alignment with the Afrocentric values
Stakeholder Management
Ensure appropriate, active and informative relationships with customers and relevant stakeholders are successfully achieved
Address customer or stakeholder complaints in alignment with the policies and procedures and ensuring customer / stakeholder buy-in
Generic Objectives
Manage Care Service Requests:
Service all key stakeholders in the moment across all servicing channels as required until the clinical service request has been resolved.
Educate stakeholders on self
-help digital servicing tools. Connect with your customers (all stakeholders) across all channels, enabling an intuitive
experience bringing across our brand authentically.
Provide a seamless, progressive and holistic approach, understanding the customer's needs.
Identify and Handle Complex Care Requests:
Identify the care request and handle to ensure the best clinical outcomes are enabled and adhered to for the member.
Informing the correct benefits and medicine treatment plans are utilised according to medicine formulary, clinical protocols and guidelines.
This could be related to authorizations and case management, holistically caring for the patient, the Health Provider and their support structures.
Manage complex service requests to resolution.
Manage Excellent Experiences:
Provide accurate and consistent information, meeting all quality standards and measures.
Deliver excellence in customer satisfaction.
Strive to identify areas of improvement and sharing of ideas with your team.
Collaborate with all teams to enable peer to peer learning.
Drive Brand Loyalty:
Be a brand ambassador, allowing the brand presence to be felt as an extension of the experience.
Knowledge
-Customer service operations
-Health legislation and regulatory
-Healthcare facilities industry
-Private Health Care Industry
-Application of service processes
-Customer preferences and personality styles
Skill
-Problem solving
-Engagement Coping
-Customer Engagement
-Excellent administration skills
-Active Listening skills
-Agility, Resilience and Adaptive
-Administration
-Customer Care
-Microsoft Suite
-Written and verbal communication skills
-Computer Technology Skills
-Time management skills
-Numerical Ability
-Quality driven
Turnaround Time
The shortlisting process will only start once the application due date has been reached. The time taken to complete this process will depend on how far you progress and the availability of line managers.
Our Commitment to Transformation
AfroCentric is committed to transformation and embracing diversity. Our Employment Equity plan and targets will be considered as part of the recruitment process. This commitment is what drives us to achieve a diverse workplace with employment equity as a key goal to create an inclusive workforce, representative of the demographics of our society as well as people with disabilities.
Should you not hear from us within a month of applying, consider your application unsuccessful.
