Health Service Centre Team Leader
- Full-time
Company Description
Kaelo provides essential healthcare solutions ensuring the physical and psychosocial wellbeing of all South Africans towards lasting social change.
Job Description
The Kaelo Health Call Centre Team Leader will support Servicing Consultants with coaching, training and quality management.
Call centre servicing and escalation management. Prime Cure, Client services.
KEY OUTCOMES (not limited to) Level 4 and 5 process elements
Reporting and Managing Key Team Deliverables
· Monitoring of the daily dashboard to ensure adherence to SLA
· Monitoring the teams accurate and efficient processing of claims
Contribute towards continuous improvement and innovation at process and procedure level
· To ensure that all queries are attended to accurately and within the agreed turnaround time
· Monitoring of daily performance statistics and workforce management
· Daily Service Centre focus and work allocation
· Assist clients with escalated queries and provide suitable query resolution
· Accurate completion of people management tasks on a daily basis
· Ongoing feedback to clients
People and Team Management
· People and team management
· Ensuring participative leadership and strong communication within the team
· Collaboration with all business areas
· Coaching and peer to peer learning
Knowledge and Quality Management
· Developing of all employees and ensuring smooth onboarding for new employees.
· Review, maintenance and improvement of all processes and document management
Quality assurance and trending
· Contribute toward risk management
SPECIAL REQUIREMENTS
· Communication skills
· Analytical ability
· Time management
· Customer focus
· Ability to adapt to an ever changing environment
· Cope well under pressure
PERSON DETAILS: WORK EXPERIENCE
REQUIRED
· 2 Years’ Service centre experience
· 1 Year team management and leadership experience
· Health claims experience
PREFERRED
· Health Insurance industry
· Membership and data capturing experience
Qualifications
REQUIRED
· Grade 12 – Matric
· Post matric general management qualification
- RE 5
· Accreditation would be advantageous (a minimum of 120 credits
PREFERRED
TECHNICAL SKILLS OR KNOWLEDGE
REQUIRED
· Computer literate, including Microsoft Excel (Intermediate – Advanced)
PREFERRED
Additional Information
- Accountability
- Action orientated
- Communication
- Business writing skills
- Manages complexity
- Problem solving skills
- Encourages engagement
- Planning and organisation
- Resilient and adaptive
- Systems thinking and connecting ability
- Purpose driven
- Significance and values orientated