ROLE DEFINITION by gyvwpsjkko

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									JOB TITLE                                                                                          Client Services Consultant

MAIN OBJECTIVE OF JOB1                                                                                  To deliver / render a comprehensive service in respect of “ standard /
                                                                                                        routine queries inclusive of member education to ensure better service
                                                                                                        delivery to enhance the public image of SAMWUMED. This includes
                                                                                                        accuracy, proficiency and efficiency.
                                                                                                        To be able to answer 92 call per day
                                                                                                        To act as the first line of interface with SAMWUMED’s members and
                                                                                                        Service providers
ORGANISATIONAL STRUCTURE
REPORTS TO:                                                                                        Team Leader

SUBORDINATES:                                                                                      None

STAFF CO-ORDINATION

NUMBER OF SECOND LEVEL SUBORDINATES:
                                                                                                   Senior certificate, Computer literacy, Strong Communication Skills, and
REQUIRED MINIMUM EDUCATION/TRAINING                                                                good telephone etiquette
REQUIRED MINIMUM WORK EXPERIENCE                                                                   At least one year experience with inbound call centre; Medical aid
                                                                                                   background; Computer literacy : Excel, Word and Email;


ROLE DEFINITION SIGN-OFF                                                                                         TRACKING CONTROL




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      The staff member may be required to perform ad hoc tasks as the departmental needs require from time to time, but which may not be included in the role definition as a key performance area.

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AGREED BY INCUMBENT:                DATE OF PREVIOUS ROLE
                                    DEFINITION REVIEW:

AGREED BY MANAGER:                  DATE OF RE-GRADING:



DATE:                  2009-10-21   GRADE:                  B4




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                                        ROLE DEFINITION – CLIENT SERVICES CONSULTANT


                                                DESCRIPTION OF TASKS


                                                                                                             COMPETENCIES
                                                                                                               REQUIRED
      KEY PERFORMANCE AREAS     INPUT (METHODS USED)                   OUTPUT (EXPECTED
NO.                                                                        RESULTS)
                                                                                                     Technical           Behavioral


 1    Customer Services       Telephonically handle general           Advice on payment or non-      Knowledge of        Communicatio
                              enquiries and queries with members      payment of accounts            rules               n
      Primary                 and service providers.                  Members and suppliers          Knowledge of        Quality
                              Establish the nature of query,          counseled on benefits          use of system       orientation
                              investigate and resolve the enquiry     usage                          and Benefit         Customer
                              within 48hrs,                           Brokers/ Regional              options/ product    Service
                              Log all queries, noting the important   marketers provided with        Understand          orientation
                              aspects of discussions                  relevant information           formularies used    Accuracy
                              Handle queries directly with            Contact member / supplier      by Medikredit for   Teamwork
                              members and suppliers                   Forward relevant forms for     Chronic
                              Handle queries submitted by             completion when required       Medication
                              brokers/regional marketers as well      Confirmations of benefits to   information
                              as shop stewards and supply             service providers              Use of word
                              prompt and correct information.         Queries satisfactory           document for
                              Respond to faxes and emails/            resolved and accurately        letter writing
                              correspondence received via post        logged                         Understand how
                              Update contact details of Service                                      to use emails
                                                                      Satisfaction to members
                              providers, bank details as licenses                                    Understanding
                                                                      and service providers and
                                                                                                     of basic excel
                              Stop payment requests and follow        keeping them happy
                                                                                                     Telephone
                              up after payment run                    Adhere to telephone
                                                                                                     etiquette
                                                                      protocols to maintain the
                                                                      image of the scheme
                                                                      Listening skills and writing
                                                                      skills




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    2   Help Desk Administration   Resolve all queries submitted               Members educated               Knowledge of        Communicatio
                                   through walk ins                            regarding benefit usage        the rules and       n
        Secondary                  Follow through, investigate omitted         Suppliers informed of          new concept of      Quality
                                   payments and correctly paid                 benefit usage                  system.             orientation
                                   accounts                                    Accounts checked               Knowledge of        Customer
                                   Liaise with suppliers, members and          accurately                     the tariff codes.   Service
                                   financial recovery services                 Members and supplier           MMAP /              orientation
                                   regarding outstanding accounts and          satisfaction                   Pharmacy            Teamwork
                                   refunds                                                                    exclusions.
                                                                                                              Legal
                                                                                                              requirements
                                                                                                              laid down by
                                                                                                              Registrar.
                                                                                                              Keyboard and
                                                                                                              PC skills
        Administrative Duties:     Reverse and recover incorrect            Resolve to account queries.
                                   payments to members and suppliers        Affecting request from service
                                   Debtors and stop payment requests        provider
                                   Supply of strips to chronic registered
                                   patients                                 Render service to chronic
                                                                            members



                                       PERFORMANCE OBJECTIVES – CLIENT SERVICES CONSULTANT



NO      KEY PERFORMANCE AREAS      OBJECTIVES                                                    TRACKING                           FREQUEN
                                                                                                                                    CY

1       Customer Services              To ensure that all members and suppliers queries and          CT Reporter and QA             Weekly
        Primary                        enquiries are resolved within 48 hours.                       feedback sessions
                                       To ensure that 92 calls per day are taken                     Agent view stats               Monthly
                                       Supply professional and accurate information
                                       Maintain minimum standards
2       Help Desk Administration       To ensure that all queries are investigated and               Call log reports from          Daily
        Secondary                      reprocessed in a query batch for each payment run             Dashboard
                                       To attended to 30 walk-ins per day
                                       Maintain minimum standards
                                                                                                                                                 4
3    Administration Duties                  To follow through on reprocessing of accounts ,           Recordings in Stop    daily
                                            reversals request for replacement cheques.                Payment Book




                                             COMPETENCY PROFILE – CLIENT SERVICES CONSULTANT

COMPETENCY                     KEY PERFORMANCE       KEY BEHAVIORS                                  EXAMPLES OF               RATIN
                               AREAS                                                                DEMONSTRATED BEHAVIOR     G

Communication Skills           Customer Services     Clarifies purpose and importance; follows a
                               Help Desk             logical sequence.
                               Administration        Attends to messages from others; correctly
                                                     interprets messages and responds
                                                     appropriately
                                                     Speak/ask questions clearly and uses
                                                     vocabulary appropriate to the education
                                                     level and experience of the listener
Quality orientation            Customer Services     Checks accounts for errors, rejections and
                               Help Desk             omissions before re-processing
                               Administration        Check that motivations are correct
                                                     Make sure that Benefits are available
                                                     Completes order request and forward to
                                                     relevant section

Customer Service Orientation   Customer Services     The potential or capacity to focus on and
                               Help Desk             achieve standards of service which comply
                               Administration        with highest expectations of members and
                                                     service providers
                                                     Maintain a friendly, professional approach
                                                     Seeks clarity, log discussions and check for
                                                     understanding
                                                     Batch stale claims for endorsement by team
                                                     leader
                                                     Refer documents not on system for scanning
Teamwork                       Customer Services     Work reliably to achieve team goals
                               Help Desk             Keeps team members abreast of individual
                               Administration        progress,
Organizational alertness

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                                            The potential/capacity to appreciate and
                                            understand how ones’ job and the job
                                            structure of the organization as well as the
Tolerance to pressure   Customer Services   contents and importance of company
                        Help Desk           policies and its contribution to the whole
                        Administration      organization




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