Client Services Consultant

Afrocentric Group; Gauteng; On-site; ZAR 300 000 - 400 000; Full time

Job summary

A healthcare firm in Gauteng is seeking a Customer Experience representative to provide personalized clinical service and manage customer interactions. The ideal candidate will have 2 years of Managed Care Operations and 1-2 years in customer service, ensuring excellence in every service moment. The role demands empathy, effective communication, and the ability to resolve customer needs proactively.

Qualifications

• 2 years of Managed Care Operations experience.
• 1 – 2 years Customer Servicing Experience.

Responsibilities

• Provide personalized clinical servicing through an omni-channel experience.
• Manage Care Service Requests and educate stakeholders.
• Deliver excellence in customer experience through acknowledgment of feelings.

Skills

Customer service

Empathy

Communication

Problem-solving

Education

Matric

Higher Certificate / NQF level 5

Job description

Position Purpose

Provide Customer Experience and is responsible for assisting the customers' needs.

Through engagements with the customer, to build trust and connection and resolve requests with acknowledgement and care.

Grow and maintain knowledge and understanding of the customer journey and their emotional reactions.

Deliver and enable excellence in all service moments to all stakeholders (Members, Providers, Employer groups, Intermediaries, Schemes).

Provide personalised clinical servicing through the omni channel experience focusing on the overall care quality of interaction between our customers and the brand.

Provide holistic care that is personalised and accessible, managing the care journey end to end.

Commit to our service care charter striving to continuously make a positive difference.

Experience

2 years Managed Care Operations experience, 1 – 2 years Customer Servicing Experience.

Qualifications

Matric, Higher Certificate / NQF level 5 (1 – 3 year certification course) recommended.

Client Service Delivery and Quality

• Follow procedures and cooperate with peers and leader for best possible service delivery.
• Compliance and Risk Management: Defined legal, statutory and regulatory compliance is maintained at the required standards.
• Operational risk and governance structures, measures and frameworks are complied with and necessary action is taken to address issues, when necessary.
• Drive Brand Loyalty (Being a brand ambassador, allowing the brand presence to be felt as an extension of the experience).
• Financial Management: Contribute to cost savings within the department to assist with financial goals and targets; Identify and Assist Care Management.
• Identify and analyse the need of the customers through patience and an empathetic approach – Taking proactive steps to resolve and care for the customers feelings and experience.
• Caring holistically for the patient journey and their support structures – Understand and navigate any sensitivities and or life situations and support the resolution with the utmost care.
• Manage Care Service Requests – Servicing all key stakeholders in the moment across all care servicing channels as required until the clinical service request has been resolved.
• Educate stakeholders on self-help digital servicing tools.
• Connect with your customers (all stakeholders) across all channels, enabling an intuitive experience bringing across our brand authentically.
• Provide a seamless, progressive and holistic approach, understanding the customer's needs.
• Provide accurate and consistent information, meeting all quality standards and measures through a patient and empathetic approach.
• Deliver excellence in customer experience through acknowledgement of feelings and perception.
• Strive to identify areas of improvement and sharing of ideas with your team.
• Collaborate with all teams to enable peer to peer learning.
• Knowledge-Customer preferences and personality styles.
• Health legislation and regulatory.
• Healthcare facilities industry.
• Customer service operations.
• Health Care Industry.
• Turnaround Time: The shortlisting process will only start once the application due date has been reached.

The time taken to complete this process will depend on how far you progress and the availability of line managers.

AfroCentric is committed to transformation and embracing diversity. Our Employment Equity plan and targets will be considered as part of the recruitment process.

This commitment is what drives us to achieve a diverse workplace with employment equity as a key goal to create an inclusive workforce, representative of the demographics of our society as well as people with disabilities. Should you not hear from us within a month of applying, consider your application unsuccessful.