CLOSING DATE: 26 APRIL 2023
Introduction
Momentum Health Solutions, an entity of Momentum Metropolitan Holdings delivers sustainable, integrated health solutions that meet the needs of clients in the different segments and maximise lifetime client value. We build and maintain a culture of innovation, and create value through unique insights of how to achieve specific outcomes by using a defined set of Health capabilities.
Role Purpose
Deliver professional service to clients through various servicing channels (inbound calls, emails, walk-in interactions etc.), responding to their needs, concerns and complaints within agreed Service Level Agreements and legislative and compliance requirements.
Requirements
Matric
1 – 2 years of Momentum Medical Scheme experience is essential
Relevant tertiary qualification would be an advantage
2 – 3 years of client service experience
Good understanding of the industry would be an advantage
Knowledge of Momentum Health product would be an advantage
Knowledge of Oracle System would be an advantage
Duties & ResponsibilitiesIdentifying risks to the company and escalate accordinglyEngaging in effective communication and delivery according to Service Level AgreementsMaintaining a consistent service delivery to ensure client retention and satisfactionObtaining and maintaining broad product and industry knowledge in order to effectively and accurately respond to customer queries
Ensuring Service Level Agreements are met and exceeded at all times
Providing first time resolution on queries of a complex nature
Dealing promptly with client requests in a competent, efficient and professional manner
Driving and supporting effective teamwork within the department
Engaging in appropriate training interventions to promote own professional development
Ensuring to demonstrate the company’s values on a daily basis
Recording of all queries and interactions with customers onto the workflow systemTo ensure the required turnaround time is metTo ensure that all correspondence sent out is of the highest quality
Competencies
A strong understanding of the medical aid and short term insurance industry will be advantageousTake ownership of all queries and ensure that they are resolved timeously and effectively
Complete documentation as per departmental guidelines in order to meet client needsUtilise IT systems effectively, to ensure accuracy of documentationAdhere to organisational best practice and legislative requirements
Adhere to policies and procedures and take corrective action where necessaryEnsure all risks are mitigated and escalated where necessary
Ability to provide quality written feedback to clients on queries raised via email, fax or post
Enquiries
[email protected]
