Job Opportunities at Rand Mutual - RMA

• As a Team Assistant, you will be working closely with the HOD for Prevention as well as the Prevention Manager and supporting the Prevention department with all related administrative functions for effective and efficient programme and service delivery.

WHAT WILL YOU DO?

• Provide general secretarial support to the assigned to the Prevention Department
• Arrange meetings and managing the diaries of the Prevention Department
• Compiling of monthly reports for circulation per agreed timelines
• Arranging and coordinating departmental meetings and catering as and when necessary
• Typing of reports, letters, presentations, circulars and general correspondence
• Handling and managing departmental queries

Travel Arrangements

• Responsible for the end-to-end travel arrangements for the Prevention Department

Financial Duties

• Assist with budget control
• Processing all invoice/financial/budget requests for sign off
• Organisation and payment for external service providers

General Administrative Duties

• Minute taking

Drafting agendas for all meetings as required

• Circulation of accurate and quality minutes for the meetings within the agreed timelines
• Follow up on deadlines
• Diarise committee circulars and deadlines
• Manage the departmental documents on SharePoint through editing, version control and publishing
• Upload month end reports on SharePoint
• Booking meetings rooms as requested
• Stationery orders

Stakeholder & Project Duties

• Assist with the logistics for stakeholder training and projects that includes venue and courier bookings
• Organising and distribution of collateral to stakeholders
• Assist with basic administration for project coordination
• Assist with event logistics e.g. conferences, external stakeholder management e.g. unions, clients, service providers

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• As the Manager – Medical Operations, you will be responsible for all aspects of Managed Care within the Medical Operations section.

WHAT WILL YOU DO?

• Managed care of hospital admissions and downstream cost
• Oversee and support team leaders pension medical case auditors and case management
• Analysis of hospital medical spend and provider usage patterns
• Identify and establish potential provider networks
• Regular communication to hospitals and provider network sharing RMA information and industry trends  
• Assist and training of RMA staff on managed care
• Address risk management and mitigating actions appropriately
• Identify gaps and shortfall of subordinates on performance and agree on personal development plan
• Management of departmental budget
• Review and update of medical policies and protocols on managed care with publishing on share point
• Attend committee meetings
• System update and signed agreement of negotiated tariffs
• Risk management actions appropriately addressed
• Submission of monthly reports within the first 3 working days of any new month or within the stipulated deadline for ad hoc reports
• Service levels measured on the average delay of contact centre referrals (Annexure E)
• Conduct regular visits and information sessions with hospitals
• Budget management.

Requirements
WHAT YOU'LL BRING TO THE TABLE?

• Relevant clinical/ medical qualification in Nursing/ Nursing Science
• Experience in Managed Care and health management
• Client liaison
• Insurance background
• Valid Drivers’ license
• 3 – 5 years relevant industry experience with 2 - 3 years managerial experience in the managed care and medical insurance environment
• Building Trust skill
• Customer Focus skill
• Driving for Results skill
• Leadership Disposition skill
• Selecting Talent skill
• Facilitating Change skill
• Aligning Performance for Success skill
• Ability to gain commitment
• Decision Making skill
• Be objective
• Knowledgeable Information and Information Management and Analysis
• Be Patient
• Have a Project wide perspective
• Be resourceful
• Be self-motivated.
   

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THE JOB AT A GLANCE

• As a Customer Account Executive, you will be responsible for growing the number of lives within the Top 50 department through effective customer engagement and the position of a value proposition to the targeted employers to move to RMA. You will be required to manage and resolve client services queries and visit clients to assist with the submission of the Return on Earnings. You will also be responsible for improving customer experience by addressing customer pain points and contributing to high levels of customer satisfaction and loyalty.

WHAT WILL YOU DO?

Growing the Top 50 business lives, handling and resolving service-related queries:

• Provide a value proposition to the employers to enable the transfer and move to RMA.
• Understand the RMA products and promote RMA products and generate leads for RMA Life Sales and Distribution.
• Provide first line product, process and technical support to customers.
• Identify up-selling and cross-selling opportunities through ongoing engagements with customers by explaining product benefits to potential customers
• Follow up on leads and referrals as received from customer engagement
• Ensure adherence to TCF principles and report any transgressions
• Participate in ad hoc assignments as per role requirements
• Liaising and maintaining good relationships with all the employers:
• Follow up on customer by engaging with the relevant stakeholders to identify whether all issues have been resolved.
• Set up continuous sessions with the client to build relationship but more importantly to ensure that RMA is providing the right service
• Address customer service and satisfaction issues promptly:
• Conduct customer satisfaction surveys, identify and close any gaps identified
• Address customer service and satisfaction issues promptly.
• Conduct a root cause analysis of customer pain points/service failures by analysing trends and identifying areas of improvements
• Ensure customers always receive professional communication regardless of the channel used
• Identify areas of improvement on the system to ensure timeous communication with customers
• Conduct customer satisfaction surveys, capture information received from surveys and share relevant feedback with sales for action
• Assist in projects aimed at transforming customer experience
• Ensure customer contact details are updated on the system
• Identify training requirements and organise with the Stakeholder Training Officers:
• Providing first line product, process and technical support to customers:
• Provide a service to clients, including support on the Return of Earnings, manage and report on the RMA processes including Renewal process, claims process, to ensure customer service and satisfaction, productivity and cost control in comparison with targets set.
• Act as an intermediary by coordinating different RMA service team, including training, claims and any other related services for the benefit of the employers/members.
• Manage the Office honestly, follow high ethical standards, and comply with all Company policies and procedures.
• Deal the appropriate authorities on matters regarding RMA services.
• Carry out all office planning on a regular basis, as issues arise, or in advance of anticipated needs.
• Ensure timely submission of various periodical reports, highlights of the previous month’s reports.
• Ensure proper housekeeping, safety and security of the Rand Mutual Properties.
• To ensure that the Office assets are in a proper condition including ensuring control over movement of same through logbooks and that they are used for official purposes only.
• Communicate effectively with other Departments and Middle Managers by sharing information on effective practices, competitive intelligence, business opportunities and needs

WHAT WILL YOU BRING TO THE TABLE?

• NQF Level 6: Diploma in Insurance or a related field
• Long-Term Insurance or Medical Insurance experience
• 3-5 years’ experience in insurance sales, service, claims environment.  insurance environment would be preferable
• Experience in selling and growing business, sales and generation of leads
• Experience in managing customer relationships
• Experience in handling customer complaints
• Experience administering customer and service satisfaction surveys
• Sound knowledge of COID and Life Insurance Products
• Knowledge of insurance value chain
• Knowledge of industry regulations, e.g. POPI, COIDA, TCF, etc.
• Good understanding of the customer experience value chain
• Computer Literate: Particularly experience using excel spreadsheets
• Data interpretation and report writing
• Must be able to travel for business related matters.
• Customer service attitude
• Strong selling abilities
• Multilingual
• Ability to check work accurately, proficient in the use of e-mail and internet, administration skills.
• Administrative skills.
• Good Self-image (Presentable).
• Ability to interface with clients and staff.
• Excellent verbal communication and writing skills.
• Ability to work under pressure and meet deadlines.
• Good presentation skills and ability to interact with middle and senior management

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WHAT WILL YOU DO?

Debtors Account Maintenance

• Review accounts, track debit orders and verify payments
• Keep the cash flow forecast up to date to enable prompt follow up`s on accounts that have defaulted, including debit orders
• Send cash flow to accountants for tracking for legal/compliance records
• Allocate receipts/creditors notes to debt account on a daily basis
• Manually capture all payments at member level and allocate these to the correct invoice, including those identified by debtors clerks
• Ensure that all payments identified for reallocations (from mailbox or as informed by collections agents/contact centre/membership and sales) are completed once documents are received from debtor
• Compile a list of balances that need to be cleared from the age analysis and ensure that the list submitted for the transactions are created and matched to remove the balance via journals
• Ensure that interest calculation is correct and successfully uploaded in the financial system
• Maintain a list of all interest reversals for the allocated book. Ensure that interest is reversed on a weekly basis for cancellations and that the financial system status is updated
• Maintain the Invalid Contact Details Report including bounced e-mails by analysing the report and sending it to membership for update of member details
• Resend bounced invoices and statements to members (based on receipt of updates)
• Manually change/flag changing statuses as the account progresses through various stages
• Prepare Term Letters and ensure that the records are updated. Check that the member is fully compliant before the letter is drafted and submitted for approval. Updates on financial system done.

Management of Risk accounts

• Keep track of debt risks, such as but not limited to, closures or cancellations due to deregistration’s, liquidations, wrongly classified, duplicated accounts
• Ensure that credit notes are raised by Membership by doing regular follow up`s
• Maintain suspense accounts by referring accounts to the bank after investigation, where necessary
• Ensure that all Business rescue accounts are handed to legal, that statuses are updated all relevant correspondence is forwarded to them.

Reconciliations

• Conduct reconciliations between the various debtor accounts by interrogating rates, premiums and interest charged
• Conduct bank recons on receipts from premium balances against bank statements, on a daily and monthly basis
• Prepare monthly control account recons with relevant supporting documentation for submission within specific time frame
• Conduct monthly recon of trial balance to age analysis across company and debtors’ type
• Calculate, reconciliate and process refunds as a result of cancellations, incorrect payments or adjustments made by membership, by preparing a refund pack and uploading the documents onto the system, subsequent to getting approval
• Conduct legal recons by assessing what payment has been handed over to attorneys for litigation and ensuring no duplicate payments are made
• Ensure all integrations between systems are successful and invoices have been scheduled and dispatched to members.
• Maintain the department central mailbox and respond to/resolve customer queries
• Manage the e-mail inbox and attend to open queries as directed from all stakeholders (internal and external)
• Maintain referrals from collections and respond to customer queries within the stipulated SLA.

Reporting and Billing

• Analyse report received from sales and establish if customers have been billed/not and if payment has been received/not
• Maintain manual billing process for all inter-company related costs including but not limited to the CF, Welkom and ad hoc costs (i.e. tribunal)
• Prepare and submit quarterly FICA report to the compliance team
• Report on all individual tasks, as per the list above.

Requirements
WHAT YOU'LL BRING TO THE TABLE

• Matric Certificate/Grade 12 qualification
• Diploma or NQF Level 5: Higher Certificates and Advanced National (Vocational) Certificate in Finance
• RE5 Certificate
• 2-3 years’ experience as a Debtors clerk
• Experience using Excel at an intermediate level
• Basic understanding of accounting principles
• Ability to work with large volumes of accounts.