Customer Care Team Leader

Well established company in JHB North seeks a Customer Care Team Leader who has dealt with medical aid.

POSITION INFO: Role Overview

• To lead and transfer knowledge, including coaching, to the team within the customer care department.
• Reporting and resolving queries, planning and administration. Increase consultants’ efficiency and quality of service to members through behaviour modification, thereby optimizing quality.
• 3 - 5 years experience in a similar management role supervising a team in the medical aid industry.
• Knowledge of the Medical Schemes Act, Scheme Rules, and Products.
• NQF level 5 education (after High School).
• Knowledge of medical aid products and related rules, Tariff and Nappi codes, Modifiers, Practice Types, and ICD 10 codes.
• Specialized knowledge on Dental (orthodontic) and MVA claims processing.

Duties include:

• Managing a team of customer care consultants and recruiting for the team.
• Escalating departmental issues to Customer Care Management.
• Monitoring workload to ensure SLA's are met.
• Researching and preparing for KPA's.
• Ensuring availability of staff.
• Listening to consultant calls to check quality.