Pre Auth Service Consultant

Discovery Ltd.

Gqeberha

ZAR 300 000 - 400 000

Job description

Business Unit: Discovery Health

Function: Call Center / Contact Center

Date: 6 Sep 2024

Pre-authorisation Service Consultant

About Discovery

Discovery’s core purpose is to make people healthier and to enhance and protect their lives. We seek out and invest in exceptional individuals who understand and support our core purpose, and whose own values align with those of Discovery. Our fast-paced and dynamic environment enables smart, self-driven people to be their best. As global thought leaders, Discovery is passionate about innovating in order to not only achieve financial success but to ignite positive and meaningful change within our society.

Key Purpose

To deliver world-class service to all Discovery Health Members, Providers, Employer groups, Hospitals, and Brokers by supporting and fully resolving their queries through various servicing channels, primarily over the telephone.

To effectively manage the risk of in-hospital admissions by using your clinical knowledge and integrating this with your understanding of the benefits of the scheme and ensuring accurate information regarding funding.

Key Outputs

The successful applicant will be responsible for but not limited to the following job functions:

Confirming benefits according to set protocols and funding rules
Accurately obtaining and capturing information to confirm correct funding
Servicing all key stakeholders telephonically and via other servicing channels until the query has been resolved
Servicing key stakeholders in a customer-centric way to ensure that we live by our service principles
Keeping up to date with product changes and benefits to ensure that all key stakeholders are accurately serviced
Continuously staying abreast of all digital servicing tools within the business and ensuring that the functionality is fully understood
Achieving and exceeding key performance metrics relating to service delivery
Keeping abreast of continuous process, product updates and digital tools
Dealing with multiple interactions
Consistently utilizing all servicing tools available

Competencies and Skills

Behavioural Competencies

Following instruction and procedures (Self-development)
Analysing (Managing Complexity)
Learning and Researching (Nimble Learning)
Presenting and communicating information (Communicating effectively)
Delivering results and meeting customer expectations (Customer focus)
Deciding and initiating action (Decision Quality)
Working with people (Collaborating)
Writing and reporting (Communicating effectively)

Knowledge

Anatomy and Physiology

Skills

Time Management
Verbal and written communication

Personal Attributes and Skills:

Customer Centric
Knowledge of Anatomy and Physiology
Time Management

Education and Experience

Education:

Matric
South African accredited Clinical Qualification

Experience

At least 6 months working experience in a customer services or clinical environment

The Company’s approved Employment Equity Plan and Targets will be considered as part of the recruitment process. As an Equal Opportunities employer, we actively encourage and welcome people with various disabilities to apply.