PHP Service Consultant - WCP at Discovery Limited

Key Purpose

• The PHP Consultant significantly enhances the member’s experience by promoting and facilitating the use of Personal Health Pathways.  This is done by engaging with designated members through the most appropriate channels.

Key Outputs

The successful individual will be required to perform on, but not limited to the following key outputs:

• Servicing all key stakeholders telephonically either via inbound call or outbound call and through other servicing channels as required until the query has been resolved
• Orientate designated groups of Health members to Personal Health Pathways
• Guide members along, a comprehensive series of personalised health actions (both clinical and lifestyle actions) that are designed to help them better understand and improve their long-term health.​
• Build the necessary understanding and skills required by the member to navigate and use the digital channels and platforms
• Make use of a multi-channel approach in engaging with the members. Improving client experience
• Manage and facilitate resolution of client queries and issues in relation to accessing the PHP channels and platforms
• Continuously staying abreast of all PHP tools within the business and ensuring that the functionality is fully understood so as to ensure our members receive the best service
• Provide structured feedback to relevant stakeholders regarding PHP channel enhancement opportunities and evolving members needs
• Servicing our members in a customer centric way to ensure that we live by our service principles Ensuring excellent quality service to all members

Competencies

Behavioral Competencies

• Digital savvy
• Ability to sense and interpret levels of readiness to adopt a PHP channel
• Customer Centric Ability to transfer and relay information on various levels
• Probes for further information or greater understanding of a problem
• Can facilitate skills transfer using multiple channels Adapts to changing circumstances
• Promotes ideas on behalf of self or others
• Takes initiative, acts with confidence and works under own direction
• Initiates and generates activity
• Upholds ethics and values
• Demonstrates integrity
• Establishes good relationships with members
•  Assertive and confident
• Diplomatic and tactful
• Speak fluently (accent neutral) English/Afrikaans

Knowledge

• Experience in an outbound tele-sales environment
• Experience in the financial services industry
• Discovery Health product experience

Skills

• Time Management
• Verbal and written communication
• Interpersonal skills

Qualifications & Experience

Essential

• Matric
• Min 3 years’ call centre experience
• Knowledge of the Discovery systems
• Proficient in MS Office suite

Advantageous

• Minimum 12 months experience dealing with members/brokers
• Face-to-Face experience
• Relevant tertiary qualification