Inhouse Helpdesk Team Leader - Bellville

at  Sanlam

WHO ARE WE?

Sanlam Corporate forms part of the Sanlam Group which offers retail and corporate life insurance, health and investment products in South Africa. Our vision is to be the preferred partner to Corporate and Public Sector by providing an awesome client experience and comprehensive solutions that enable the financial resilience and prosperity of those entities and their employees. We tap into over 100 years of expertise to provide cost-effective Employee Benefits and Healthcare Solutions that enable financial confidence for our members.
We enable our clients to make better retirement and risk decisions today through determined and passionate thought leadership and best-in-class people, innovative products and proven processes all designed to help people live a better life tomorrow.
We believe in creating and cultivating a positive, energised working environment that gives every individual the opportunity to achieve success by embracing diversity and growing our talent.

QUALIFICATION AND EXPERIENCE

• Industry related Degree or Diploma (minimum: NQF level 5)
• Regulatory Examination RE5
• Regulatory Examination RE1 is advantageous.
• Full Accreditation with the Council for Medical Schemes (not under supervision)
• 3 - 5 years’ experience within the Healthcare environment
• 1 - 2 years Management / Team Leader / Call Centre experience in the healthcare environment
• Experience in healthcare training advantageous.

KNOWLEDGE AND SKILLS

• Working knowledge of operational processes.
• Healthcare administration systems
• Proven ability to lead a team.

WHAT WILL YOU DO?

As the Inhouse Helpdesk team leader, your role is pivotal in ensuring the smooth operation of the Inhouse Healthcare team at Simeka Health. You will be responsible for managing and supervising all aspects of the team’s activities, from resolving escalations to providing support and guidance to team members.
Your leadership will play a key role in maintaining high standards of service delivery, fostering a collaborative team environment, and ensuring that all operational processes are efficient and effective. By leveraging your expertise and experience, you will contribute to the success and growth of the Inhouse Healthcare team, ultimately making a positive impact on the overall healthcare services provided by Simeka Health.

KEY RESPONSIBILITIES

• Demonstrate strong leadership skills to oversee an In-house Healthcare team handling advice, claims, queries, and the application process.
• Supervision and monitoring of advice and Intermediary services.
• Addressing escalations and complaints.
• Establishing an efficient administrative channel between clients and service providers.
• Communicating with clients in a professional manner, both in writing and verbally.
• Providing advice when required, monitoring retention and cross-selling to existing clients - Medical Schemes/Gap Cover/Primary Healthcare Insurance.
• Compiling monthly Management and Broker Tools reports
• Managing incoming calls, group inboxes and logging queries.
• Monitoring claims and queries on the CRM within specified turnaround times.
• Offering ongoing training on processes and the CRM to align with business procedures.
• Ensuring compliance requirements and service level commitments are met.
• Cultivating relationships with Medical Schemes and Providers.
• Overseeing communication and the year-end advice process for Individual clients.
• Assisting with communication/campaigns to Individual clients.
• Supervision of Associate Healthcare Consultants.
• Providing training to the Centralized Service Centre as needed.