Inhouse Healthcare Consultant at Sanlam Group

What will you do?

• The incumbent is responsible for providing excellent client services to a portfolio of clients by efficiently managing human capital queries, advice when required, claims and queries and all other medical scheme, gap cover, primary health insurance, loyalty related queries.

Key Responsibilities

• Assisting clients with new and existing quotes and advice or comparisons where required 
• Provide an effective and efficient administrative channel between clients and service providers.
• Must demonstrate a good understanding of all medical scheme options and benefits, primary care insurance, gap cover and loyalty programs.
• Must provide, multiple query resolutions, ability to communicate in both written and a verbal professional manner. 
• Manage escalated admin and other requirements from service providers for clients.
• Assists the Centralised Service Centre with in-bound and out-bound client calls. 
• Provide timeous feedback and resolution.
• Assisting with communication via the CRM system to clients 
• Keep ongoing records on internal CRM systems.
• Assist clients with the application process, requirements and queries telephonically and/or via e-mail up to resolution. 
• Frequent follow up with clients.

Knowledge and Skills

• Knowledge of industry regulations e.g., POPI and TCF
• Experience in managing customer relationships.
• Experience in handling customer complaints.
• Strong knowledge of medical scheme product and processes.
• Strong knowledge of Internal and external processes including service level commitments. 
• Knowledge of relevant escalation channels. 
• Knowledge in managing and coordinating escalations from HR and other stakeholders. 
• Proficiency in Microsoft Office, Word, Excel, Outlook  
• Broker tools experience advantageous. 

Qualification and Experience

• Regulatory Examination RE5 is required.
• Regulatory Examination RE1 will be advantageous.
• Full Accreditation with the Council for Medical Schemes is required.
• Class of Business Health, no longer under supervision
• Class of Business Short Term personal Lines, no longer under supervision
• Industry related Degree or Diploma NQF level 5 is required.
• 2 to 3 years experience in a similar healthcare environment with Advice and Intermediary services is required