Current Vacancies at Discovery Limited

Key Purpose of the role

• The primary function of this role is to provide opinions as well as assess and manage claims and Early Intervention cases, with internal and external stakeholders, within the Disability Management process with the intention of keeping members at work or assisting them to return to work.
• A key purpose is to add value to the current processes by identifying gaps, developing processes and proposing innovative recommendations that will impact efficiencies and the quality of work produced.
• You will therefore need advanced technical skills, particularly in excel, excellent communication skills, sound clinical knowledge, work reintegration and rehabilitation exposure and be comfortable working to extremely tight deadlines.
• The ultimate goal of the role is to manage the disability claims experience through in-claim case management and Early Intervention.

Areas of responsibility may include, but are not limited to

• Complete in-claim case management and early intervention cases, across all schemes
• Provide opinions to assessors on potential case management/early intervention claims and cases
• Relationship management of service providers, brokers, employers and members
• Case management related stakeholder engagement
• Assist assessors with case management reports for their schemes and with client meeting that involve case management related discussions
• Support in the development and growth of the early intervention program
• Support in the management of the persons with disabilities project (Level Up)
• Assist with the development of case management protocols and SOPs
• Case Management data analysis and presentation
• Support with Early Intervention employer training and provide guidance in employer medical forums.
• Contactable at all times during working hours
• Attend all case management and disability team meetings

Personal Attributes and Skills     
The successful candidate must demonstrate the following competencies:

• Self-starter with a high attention to detail and the ability 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
• People interaction skills including empathy, negotiation and boundary setting
• Presentation skills, including development of presentations
• Precise and detail orientated
• Conforms to case management team and disability department rules and guidelines

Education and Experience

• Qualification – Applicants must have a Bachelor’s degree in Occupational Therapy, Physiotherapy or Speech Therapy, ideally with experience in Vocational Assessments
• 2-5 years of clinical experience
• Experience in the insurance or wellness industries is preferred, but not required.
• Computer literate and proficient in Microsoft Office and Excel

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Key Purpose

• To answer inbound calls, make outbound calls, resolve queries in real time from Franchises, Brokers and the public in line with Service Level Agreements.
• To manage administration

Areas of responsibility may include but not limited to

• To professionally resolve inbound queries from Franchises, Brokers and the public according to the required procedures and within agreed SLA’s
• To ensure that queries which are unable to be resolved immediately are followed up and resolved with the agreed SLA
• Answering inbound calls timeously
• Dealing with email queries where necessary
• Making outbound calls to brokers and members to request for further information that is outstanding for their applications
• Calling members back timeously to provide comprehensive feedback on queries
• Keeping stakeholders informed with regards to queries through to resolution
• Maintaining accurate details of all queries
• Data capturing
• Coordinating individual and team administration
• Ad-hoc functions where required
• To keep abreast of product knowledge through continued professional development and learning

Personal Attributes and Skills

• Excellent numerical and verbal ability
• Exceptional communication skills – predominantly listening skills i.e. identifying the problem
• Assertiveness, combined with patience and tolerance
• Pro-active problem solver, showing initiative
• Good time management skills
• Professionalism
• Attention to detail

Education and Experience

Essential requirements:

• At least 6 months client services experience (back office/client facing)
• Matric with 50% or above achieved for English and Maths
• Excellent verbal and numeracy skills
• Excellent communication skills (verbal and written), and comprehension of the English language

Computer literacy in the following:

• MS Outlook
• MS Excel
• MS Word

Advantageous:

• 1 year Discovery Health experience
• 6 months New Business Product experience
• 6 months call centre experience
• Relevant Board qualification
• FAIS accredited