Provider Engagement Manager MMH261027-10

Momentum; Sandton; On-site; ZAR 600,000 - 900,000; Full time

Job summary

Momentum is seeking a client engagement specialist to build and maintain relationships with clients, brokers and partners across the healthcare ecosystem. You will understand stakeholder needs, explain Momentum solutions, and drive service excellence to enhance client satisfaction and loyalty.

You will monitor service delivery, resolve escalations, and collaborate with internal teams to improve processes and client outcomes in a dynamic, regulated health insurance environment.

Qualifications

• Matric / Grade 12
• Business related qualification (Desirable)
• 3 - 5 years experience in a client engagement, sales or client service environment with proven knowledge of client engagement principles and practices
• 5-8 years' experience in healthcare administration, provider relations, medical scheme operations, managed healthcare, or stakeholder engagement
• Proven experience managing provider relationships, provider performance initiatives, service delivery, and operational improvement projects
• Strong knowledge of healthcare provider processes, claims administration, regulatory requirements, and healthcare industry trends.
• Exposure to the health insurance and or insurance industry

Responsibilities

• Build and maintain good relationships with various stakeholders (e.g. clients, brokers, partners) so the business can maximise value from these relationships.
• Understand stakeholders problems and challenges and identify ways the business could better address those needs.
• Interact with stakeholders to explain products and service offerings, address queries and strengthen their satisfaction with the business.
• Assess level of client satisfaction with current products and services and make recommendations to address shortcomings.
• Function as a trusted and loyal advisor regarding business challenges stakeholders are facing, by identifying competitive threats and recommending helpful strategies to help them realise their business goals.
• Analyse all benefits, risks, and costs of proposed strategies to determine whether they are viable.
• Provide information to internal teams to capitalise on opportunities to upsell or crosssell services and products, based on insight generated in stakeholder engagements and needs.
• Provide excellent service in order to maintain a positive reputation for the business.
• Resolve any escalated complaints in a prompt and professional manner to maintain good relationships and stakeholder satisfaction.
• Identify and report process and system failures and enhancements to improve stakeholder experience.
• Continuously monitor turnaround times and quality standards and resolve issues speedily to enhance client service delivery.
• Drive client service delivery goal achievement in line with predefined standards in order to ensure that clients receive appropriate advice and after sales service.
• Manage client query processes and ensure that queries are tracked, accurately resolved and used as a mechanism to improve client service and business processes.
• Provide regular reports on delivery of services against agreed service level agreements and in terms of overall client targets.
• Provide authoritative, expertise and advice to clients and stakeholders.
• Build and maintain relationships with clients and internal and external stakeholders.
• Contribute to the process of negotiating objective and realistic service level agreements, monitor appropriateness and recommend adjustments.
• Deliver on service level agreements made with clients and internal and external stakeholders in order to ensure that client expectations are managed.
• Make recommendations to improve client service and fair treatment of clients within area of responsibility.
• Participate and contribute to a culture which builds rewarding relationships, facilitates feedback and provides exceptional client service.
• Build strong relationships through providing specialist knowhow and leadership to others, expressing positive expectations.
• Continuously develop own expertise in terms of industry and subject matter development and application thereof in an area of specialisation.
• Positively influence and manage change and offer specialist support where required.
• Contribute to continuous innovation through the development, sharing and implementation of new ideas and involvement of colleagues and staff.
• Participate and contribute to a culture of work centric thinking, productivity, service delivery and quality management.
• Take ownership for driving career development.
• Contribute to the financial planning process within area.
• Identify opportunities to enhance cost effectiveness and increase operational efficiency.
• Manage financial and other company resources under your control with due respect.
• Provide input into the risk identification processes and communicate recommendations in the appropriate forum.

Job description

Role Purpose

Build, strengthen and maintain relationships with key stakeholders and act as key contact to stakeholders regarding queries, products and services.

Requirements

• Matric / Grade 12
• Business related qualification (Desirable)
• 3 - 5 years experience in a client engagement, sales or client service environment with proven knowledge of client engagement principles and practices
• 5-8 years' experience in healthcare administration, provider relations, medical scheme operations, managed healthcare, or stakeholder engagement
• Proven experience managing provider relationships, provider performance initiatives, service delivery, and operational improvement projects
• Strong knowledge of healthcare provider processes, claims administration, regulatory requirements, and healthcare industry trends.
• Exposure to the health insurance and or insurance industry

Duties and Responsibilities

INTERNAL PROCESS

• Build and maintain good relationships with various stakeholders (e.g. clients, brokers, partners) so the business can maximise value from these relationships.
• Understand stakeholders problems and challenges and identify ways the business could better address those needs.
• Interact with stakeholders to explain products and service offerings, address queries and strengthen their satisfaction with the business.
• Assess level of client satisfaction with current products and services and make recommendations to address shortcomings.
• Function as a trusted and loyal advisor regarding business challenges stakeholders are facing, by identifying competitive threats and recommending helpful strategies to help them realise their business goals.
• Analyse all benefits, risks, and costs of proposed strategies to determine whether they are viable.
• Provide information to internal teams to capitalise on opportunities to upsell or crosssell services and products, based on insight generated in stakeholder engagements and needs.
• Provide excellent service in order to maintain a positive reputation for the business.
• Resolve any escalated complaints in a prompt and professional manner to maintain good relationships and stakeholder satisfaction.
• Identify and report process and system failures and enhancements to improve stakeholder experience.

CLIENT

• Continuously monitor turnaround times and quality standards and resolve issues speedily to enhance client service delivery.
• Drive client service delivery goal achievement in line with predefined standards in order to ensure that clients receive appropriate advice and after sales service.
• Manage client query processes and ensure that queries are tracked, accurately resolved and used as a mechanism to improve client service and business processes.
• Provide regular reports on delivery of services against agreed service level agreements and in terms of overall client targets.
• Provide authoritative, expertise and advice to clients and stakeholders.
• Build and maintain relationships with clients and internal and external stakeholders.
• Contribute to the process of negotiating objective and realistic service level agreements, monitor appropriateness and recommend adjustments.
• Deliver on service level agreements made with clients and internal and external stakeholders in order to ensure that client expectations are managed.
• Make recommendations to improve client service and fair treatment of clients within area of responsibility.
• Participate and contribute to a culture which builds rewarding relationships, facilitates feedback and provides exceptional client service.

PEOPLE

• Build strong relationships through providing specialist knowhow and leadership to others, expressing positive expectations.
• Continuously develop own expertise in terms of industry and subject matter development and application thereof in an area of specialisation.
• Positively influence and manage change and offer specialist support where required.
• Contribute to continuous innovation through the development, sharing and implementation of new ideas and involvement of colleagues and staff.
• Participate and contribute to a culture of work centric thinking, productivity, service delivery and quality management.
• Take ownership for driving career development.

FINANCE

• Contribute to the financial planning process within area.
• Identify opportunities to enhance cost effectiveness and increase operational efficiency.
• Manage financial and other company resources under your control with due respect.
• Provide input into the risk identification processes and communicate recommendations in the appropriate forum.