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

  1.      Accountability
  2.      Action orientated
  3.      Communication
  4.      Business writing skills
  5.      Manages complexity
  6.      Problem solving skills
  7.      Encourages engagement
  8.      Planning and organisation
  9.      Resilient and adaptive
  10.      Systems thinking and connecting ability
  11.      Purpose driven
  12.      Significance and values orientated