Job Description

Introduction

Through our client-facing brands Momentum Group, with Multiply (wellness and rewards programme), and our other specialist brands, including Guardrisk and Eris Property Group, the group enables business and people from all walks of life to achieve their financial goals and life aspirations. We help people grow their savings, protect what matters to them and invest for the future. We help companies and organisations care for and reward their employees and members.

Role Purpose

To provide email, telephone and interactive assistance in the application of standard operational processes, Clinical and Technical support to internal and external clients to promote first time query resolution.

Requirements

Matric
Relevant experience in HRM dept. (i.e. Pre Authorisation)
Excellent understanding of the Momentum product and relevant legislation
Good knowledge of the Oracle Administration system
2 years of industry knowledge is a pre-requisite
Good management of your current personal bin
Excellent understanding of the type of work received in Preauthorisation and Case management
Knowledge of how to distribute and action correspondence promptly
Ability to work well with others
Ability to identify errors and report them promptly for learning purposes
Must be able to actively utilize our operating policies
Have knowledge and experience in working with med code link
Needs a self-motivated individual who drives towards excellence


[Please note that the application questions are not applicable for this role - please say YES to all questions if you meet the requirements of this advertised role.]

Duties & Responsibilities

Be available to provide both assistance and technical support to internal and external clients. Assistance includes but is not limited to the following:
Assisting case management where appropriate with clinical protocol interpretation, funding decisions, benefit allocation, co-payment application, system navigation etc.
Assisting and resolving escalated queries which may include service interactions with members/providers
Assist with staff development by identifying trend analysis and training needs through escalation matrix.
Identify and resolve operational and system inefficiencies resulting in rework and customer dissatisfaction.
Liaise with service managers and the HRM trainer to advise them of staff training requirements and monitor return on investment of training such as first-time call resolution and reduction in repeat callers.
Assist with training responsibilities when required
Facilitating first time resolution of queries by streamlining operational process and system enhancements related to specialized authorization requests.
Maintaining the confidentiality of sensitive information
To facilitate and maintain open communication with other departments
Action email authorizations requests within SLA.
Assist with admin related queries.
Distribution of team updates
Review of updates
Managing clinical requests for pharmacology

Competencies

Strategic thinking
Interpersonal sensitivity
Soft Skills
Customer Orientation
Ability to work in an unstructured environment
Drive
Self-disciplined/Motivated
Ability to be proactive
Technical skills and competence
Communication skills (Writing/Speaking)
Ability to transfer knowledge through training
Interpersonal Skills
Time Management
Process driven
Presentation skills
Problem solving skills
Service orientation
Enthusiasm
Energy
Persuasiveness
Optimism
Credibility
Empathy
Ability to adapt to change
Self-starter
* Resilient