Client Services Consultant

An exciting opportunity for a Consultant exists in our Client Services Department to provide prompt and courteous service to all external and internal customers; providing product and process information and resolving any problems regarding product and processes efficiently.
The successful candidate must have excellent Scheme knowledge and will act as an Ambassador for PPSHA to ensure effective customer satisfaction.
Applications are invited for the above-mentioned position, to be filled as soon as possible.
Education:Grade 12Tertiary Qualification essential for ProfmedExperience:Experience in call centre environment 1 year desirable.Customer ServiceExtensive understanding of all the Administration SystemAll company, departmental and operational policies, and proceduresBusiness WritingISO complianceMedical Scheme Act, POPI act and PAIA actKnowledge of underwriting rules.Good knowledge of ICD 10 codes, medical conditions, and terminologyDuties and Responsibilities:Rendering professional and private banking level of service to all internal and external clients to promote the Company and Service Campaign.Ensure service delivered to "Complex Members" allocated to them are exceptional and that these "Complex Members" are kept happy so that they don't need to phone or email Client Services.Receiving all telephonic or written enquiries from both internal and external clients and answering these enquiries efficiently.Communicate via phone, online chat, video conference (Skype), fax, face-to-face or e-mail to clients to conclude enquiries.Facilitating corrections by sending workflows to other departments and providing feedback on resolution.Prioritizing customer needs to ensure satisfaction.Maintain sound knowledge of Scheme rules, processes, and system.Compile correspondence to members, brokers, and providers to supply them with required information.Effective and accurate recording and resolution of all enquiries on first contact.Escalate complex queries to Hub Co-coordinators to investigate and resolve with other departments.Live the PPSHA values on a daily basis.Apply conflict resolution skills, obtained through the CS advanced soft skills training, to deal with irate/difficult callers effectively and efficiently.Applying critical thinking and problem-solving skills to customer problems.Prepare submission of priority and stale claim requests on behalf of clients.Ensure clients have every opportunity to rate the service you have rendered to them.
The Customer satisfaction survey must be offered to every caller.Scrutinizing member and supplier accounts in order to calculate payments or outstanding payments by referring to Nappi codes/Agreed tariff codes/Reason codes.Contribute to the team's success by motivating each other to transfer more calls to the customer satisfaction survey and to resolve queries first time right to reduce low ratings and improve customer satisfaction.Maintain Service Levels as per agreement with the scheme.Assisting in different areas where there might be a sudden influx of work e.g., Support office or Call Centre and vice versa.Assist with special projects as assigned.Other duties as assigned.
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