Job Description

Introduction

Momentum Health, an entity of Momentum Group delivers sustainable,integrated health solutions that meet the needs of clients in the different segments and maximise lifetime client value. We build and maintain a culture of innovation,and create value through unique insights of how to achieve specific outcomes by using a defined set of Health capabilities.

Disclaimer

As an applicant, please verify the legitimacy of this job advert on our company career page.

Role Purpose

To assist with the Quality Assurance and the identification of training needs of Pre-Auth Call Centre staff and the design and implementation of appropriate interventions to address these needs

Requirements

Grade 12 (NQF Level 4) is essential
National Diploma/Degree in a Nursing qualification is essential
Minimum of 3 years' experience working in pre-Auth Call Centre environment.
At least 3 years of relevant industry knowledge is essential.
Strong correspondence skills - advantageous
Excellent communication, listening, and interpersonal skills.
Good knowledge of the Oracle, HiP & ISquare Administration system is advantageous.
Proficient in Microsoft Office suite (Word, Excel, PowerPoint, Outlook).

Duties & Responsibilities

Process

Identify individual training needs through quality assessments and recommend targeted training interventions.
Perform quality checks on random samples of customer calls and written correspondence to ensure compliance with established standards and procedures.
Maintain confidentiality and handle sensitive information in accordance with company policies and regulations.
Participate in call handling as needed to maintain familiarity with current systems, products, and processes.
Support and contribute positively to organizational change initiatives and continuous innovation.
Take ownership of personal career development by keeping up to date with industry trends, professional standards, and legislation.


Client



Prepare and present regular reports on service delivery performance, service level agreement (SLA) adherence, and customer satisfaction metrics.
Recommend improvements to enhance client service quality and ensure fair treatment of clients within the area of responsibility.


People



Analyze quality assurance data to identify trends, support staff development, and enhance training programs.
Collaborate with coaches, team leaders, and service managers to monitor staff progress and provide feedback
Facilitate open and effective communication across departments to promote collaboration and information sharing.
Deliver training sessions to staff when required, fostering continuous professional development.
Build and maintain productive working relationships with peers, stakeholders, and other departments


Finance



Identify opportunities to improve cost-effectiveness and operational efficiency.
Manage company resources, including financial assets, responsibly and in line with organizational policies.

Competencies

Attention to Detail
Analytical Thinking
Effective Communication
Confidentiality and Integrity
Team Collaboration
Adaptability and Flexibility
Problem-Solving
Customer Focus
Self-Motivation and Ownership
* Time Management and Organization