Client Services Consultant - Complex Members Specialist

PPS; Centurion; On-site; ZAR 180,000 - 240,000; Full time

Job summary

PPS is seeking a Consultant in our Client Services Department in Centurion to provide professional service to internal and external clients, and to uphold PPSHA values. The role emphasizes accurate handling of enquiries, knowledge of scheme rules, and strong communication skills.

The successful candidate will be a strong team player with at least 2 years in a call centre and a good understanding of the medical aid industry.

Qualifications

• Grade 12 or equivalent required.
• 3-year tertiary qualification in related field desirable.
• 2+ years experience in a call centre.
• Sound knowledge of the Medical Aid Industry, Scheme Rules & Regulations, ISO and related legislation.
• Excellent business communication and writing skills with telephone etiquette.
• Fluency in Afrikaans is advantageous.
• Strong teamwork abilities and ability to work under pressure.
• Computer literacy and exposure to Medical Administration system is a plus.

Responsibilities

• Render professional banking-level service to internal and external clients to promote the Company and Service Campaign.
• Ensure service delivered to complex members is exceptional and that they stay satisfied.
• Receive all enquiries (telephonic or written) from clients and respond efficiently.
• Communicate via phone, chat, video conference, fax, email to conclude enquiries.
• Facilitate corrections by sending workflows to other departments and provide feedback on resolution.
• Prioritize customer needs to ensure satisfaction.
• Maintain knowledge of Scheme rules, processes, and system.
• Prepare correspondence to members, brokers, and providers with required information.
• Record and resolve enquiries on first contact.
• Escalate complex queries to Hub Coordinators for investigation and resolution.
• Live the PPSHA values daily.
• Apply conflict resolution and problem-solving skills to deal with difficult callers.
• Prepare submission of priority and stale claim requests for clients.
• Encourage customers to rate service; offer satisfaction surveys.
• Scrutinize member and supplier accounts to calculate payments.
• Contribute to team by motivating transfers to surveys and resolving queries first time right.
• Maintain service levels as per agreement with the scheme.
• Assist in peak periods or other areas as needed.
• Assist with special projects as assigned.

Skills

Effective communication

Telephone etiquette

Team player

Afrikaans language

Education

Grade 12

3-year tertiary qualification

Tools

Medical Administration system

Computer literacy

Job description

PPS is seeking a Consultant in our Client Services Department in Centurion to provide professional service to internal and external clients, and to uphold PPSHA values. The role emphasizes accurate handling of enquiries, knowledge of scheme rules, and strong communication skills.

The successful candidate will be a strong team player with at least 2 years in a call centre and a good understanding of the medical aid industry.