Service Consultant

Designation: PP2818 - Service Consultant

Category: Health Consulting - OF2301

Posted by: Alexander Forbes

Posted on: 11 Sep 2024

Closing date: 19 Sep 2024

Location: Sandton

Purpose Of The Job
The purpose of the job is to assist a Senior Consultant in delivering a professional and excellent quality of service and consulting advice to clients, in accordance with the Service level agreement and year planner. Ensuring the highest quality of client/member satisfaction through continuous relationship building at an employer and member level, and thereby ensuring client retention, taking into consideration the prevailing Alexander Forbes Health approach, which is currently guided by our “SERVE Model”.

Overview

Financial
Manage costs within your control, including costs relating to travel, accommodation, telephone and printing. Ensuring confirmation of income is done quarterly. Identify growth, new business and cross selling opportunities within client base. Notifying Consulting Manager of expenses.

Clients
Ensure SLA is in place and adhered to. Ensure client retention. Remaining client focused at all times, and ensuring that you are results and solution focused and follow through timeously.

Billing
Billing Reconciliations knowledge and experience essential. Provide payroll contact training as and when required and maintain relationships. Provide admin manuals. Ensuring that all queries raised by the members and payroll are resolved.

Communication & Training
Ongoing member contact, interaction and the maintenance of relationships. Conducting presentations and workshops for employer contacts, members and employees at year end and during the year as needed. Distribution of induction material. Establish and maintain strong relationship with both the client and the relevant scheme/s. Handling client calls and queries timeously. Compilation and distribution of member/client communication when required. Preparation of relevant material for induction sessions. HR/Payroll training on scheme administration processes. Daily communication and correspondence with clients, both formal and informal.

Other
Monitoring and follow through outstanding member application forms, as well as monitoring of tracking report. Planning and implementing Health/Wellness Days. Escalate and resolve problematic member queries. Identifying areas where process failure and client dissatisfaction exists and develops strategies/solutions in conjunction with Senior Consultant to address these matters. Remaining client focused at all times, and ensuring that you are results and solution focused and follow through timeously. Identify key areas of concern with regards to affordability/benefits on both member/employer level. Drafting and circulation of minutes after each meeting to company contacts. Minutes must be signed off by client prior to filing.

Compliance to internal processes
Ensuring that standard documents i.e. file notes, FNA’s and minutes of meetings are issued timeously as per consultants manual. Adherence to SLA deadlines. Support consultant in preparation of reports and proposals. Delivering of service and commitments to the client thus building maintaining a trust relationship with client. Act as the interface between member and client. Act as the interface between the client and third parties i.e. schemes, council etc. Internal office administration i.e. ongoing updating of client data bases / client activity list, distribution lists, Quarterly Magazines, Newsletters, etc. Adherence to compliance as set out in company compliance manual and consultants’ manual. Ensuring that relevant invitations are extended to the correct contact people – i.e. Hot Topics, Employer Seminars, and CEO Breakfasts etc. are extended and issued and followed up on timorously to clients. Keeping Senior Consultants informed of all developments within the client base. General administration, filing and updating on Sharepoint. Electronic storing of minutes, FNA, file notes and reports etc. Updating of Complaints and gift register. Responsibility to client and Consulting Manager / Senior consultant with regards meetings etc.

Project Management
Year end project planning participation including the preparation of client communication, presentations conducted and reports presented.

People
Attend required internal and external forums and training courses. Maintaining necessary NQF Level credits. Alignment with a senior person for advice and assistance (not necessarily Consulting Manager) for mentorship. Maintain knowledge of the healthcare industry and keep abreast of changes.

Requirements
Matric,
Accredited with CMS and FSB,
NQF 5,
Regulatory Examination 1,
Relevant Degree or equivalent (an advantage),
2 - 3 years’ experience in a healthcare brokerage,
Healthcare industry, product and legislative knowledge,
Driver’s license – essential, willing to travel,
Professional Membership or Registration: CMS FSB.