Client Relationship Manager - Clinical at Discovery Limited

Key Purpose

Accountable for the resolution (telephonically, via email/letter and on a face to face basis) of escalated complaints from members, pharmacy partners, intermediaries, employers and doctors

Key Output

The successful applicant will be responsible for but not limited to the following job functions:

• Complete resolution (telephonically, via email/letter and on a face to face basis) of escalated complaints from Members, pharmacy partners, doctors, intermediaries and employers.
• Keep accurate and comprehensive stats (daily, weekly and monthly) for trending and analysis
• Build and establish relationships at all levels with external and internal parties so as to ensure that timeous resolutions are found to any problem that might arise
• Troubleshooting and managing difficult situations on all levels (pharmacy partners, doctors, members, intermediaries and employers)
• Support role to pharmacist assistants, service consultants, team-leaders and ops manager.

Personal Attributes And Skills

The successful candidate would need to have the following competencies:

Behavioral Competencies

• Analysing
• Delivering Results and Meeting Customer Expectations
• Deciding and initiating action
• Coping with Pressure and Setbacks
• Creating and Innovating
• Applying Expertise and Technology
• Learning and Researching
• Achieving Personal Work Goals and Setbacks

Skills

• Time Management
• Service Orientated
• Problem solving skills
• Interpersonal skills
• Decision Making skills
• Verbal and Written communication skills

Essential

Qualifications and Experience

Matric

• Advanced MS Office Knowledge
• Post Basic Pharmacist Assistant qualification
• 6 months MedXpress Specialist experience

Advantageous

• 12 months Service Specialist and Workpool experience within Discovery Health