Team Leader: Orthocare

AfroCentric Group; Wes-Kaap; On-site; ZAR 420,000 - 720,000; Full time

Job summary

AfroCentric Group is seeking a capable OrthoCare Operations Lead to manage day-to-day performance and deliver high-quality, member-focused service across all stakeholder interactions.

You will guide the team in resolving complex queries, ensure adherence to service levels and regulatory requirements, and drive continuous improvements in the end-to-end member journey and customer experience.

Qualifications

• A Diploma/NQF Level 6 in Business Management or a related field is essential.
• A bachelor's degree/NQF Level 7 in a clinical discipline, Business Management or a related field would be advantageous.

Responsibilities

• Lead and motivate the Orthocare team to deliver exceptional member, client and provider service experiences.
• Manage daily operational performance, ensuring service levels, quality standards and operational targets are achieved.
• Resolve complex member, provider and stakeholder queries and complaints effectively and timeously.
• Coach, mentor and develop team members to enhance capability, engagement and performance.
• Monitor compliance with operational, governance, risk and regulatory requirements.
• Identify and implement process improvement opportunities that enhance operational efficiency and customer experience.
• Support workforce planning and resource allocation to ensure optimal service delivery.
• Build and maintain productive relationships with internal and external stakeholders.
• Drive effective query resolution through root-cause analysis and implementation of preventative measures.
• Contribute to achieving departmental financial and operational objectives through sound team management.

Skills

Operational experience

Leadership

Quality Assurance

Workforce Planning

Recruitment

Management

Education

Diploma/NQF6 in Business Management

Bachelor's degree/NQF7 in clinical discipline or Business Management

Job description

Position Purpose

To lead and manage the day-to-day performance of the OrthoCare team, ensuring consistent delivery of high-quality, customer-centric service across all stakeholder interactions. To guide and support the team in resolving complex queries and complaints, understanding and responding to member care needs, building strong stakeholder relationships, and continuously improving the end-to-end member journey and overall customer experience.

Experience

A minimum of 2-3 years' operational experience within the medical aid industry, including at least 2 years' leadership and Managed Healthcare Operations experience, with a minimum of 1 years' experience in Quality Assurance, Workforce Planning and Recruitment; 2 years' management-level experience within the medical aid industry would be advantageous.

Qualifications

A Diploma/NQF Level 6 in Business Management or a related field is essential, while a bachelor's degree/NQF Level 7 in a clinical discipline, Business Management or a related field would be advantageous.

Key Outputs

• Lead and motivate the Orthocare team to deliver exceptional member, client and provider service experiences.
• Manage daily operational performance, ensuring service levels, quality standards and operational targets are achieved.
• Resolve complex member, provider and stakeholder queries and complaints effectively and timeously.
• Coach, mentor and develop team members to enhance capability, engagement and performance.
• Monitor compliance with operational, governance, risk and regulatory requirements.
• Identify and implement process improvement opportunities that enhance operational efficiency and customer experience.
• Support workforce planning and resource allocation to ensure optimal service delivery.
• Build and maintain productive relationships with internal and external stakeholders.
• Drive effective query resolution through root-cause analysis and implementation of preventative measures.
• Contribute to achieving departmental financial and operational objectives through sound team management.

Our Commitment to Transformation

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.