Client Services Mananger

Position Purpose: To oversee the delivery of exceptional service to our clients. To effectively lead and manage the Client Services team ensuring that Service Level Agreements and operational targets are achieved and exceeded.

Experience: Minimum 5 years management experience in the medical aid administration industry.

Qualifications: Bachelor's degree/Diploma in Business Administration, Healthcare Management, or a related field.

Client Relationship Management

• Serve as the primary point of contact for clients, addressing inquiries, concerns, and feedback.
• Develop and maintain strong relationships with clients to enhance satisfaction and retention.
• Conduct regular reviews with clients to assess service quality and address any issues.
• Service Delivery Oversight
• Ensure that all client service activities are conducted in accordance with company policies and regulatory requirements.
• Monitor and manage the performance of client services, including claims processing, billing, and support.
• Implement and oversee procedures to ensure efficient and accurate handling of client requests.
• Handle complex or escalated client issues and disputes, working towards effective and timely resolution.
• Analyze patterns of client complaints or issues and develop strategies to mitigate recurring problems.

Team Management

• Lead and mentor a team of client service representatives, providing guidance and support to enhance their performance.
• Conduct regular training sessions to keep the team updated on medical aid products, policies, and best practices.
• Evaluate team performance, provide feedback, and implement improvement plans as needed.

Reporting and Analysis

• Prepare and present reports on client service metrics, including satisfaction levels, issue resolution, and service efficiency.
• Analyse client feedback and service data to identify areas for improvement and implement corrective actions.

Skills and Abilities

• Excellent proficiency in Excel and other data analysis tools for creating reports, models, and dashboards
• Strong understanding of medical aid products, services, and industry regulations.
• Excellent interpersonal and communication skills.
• Proven leadership and team management abilities.
• Ability to handle complex issues and provide effective solutions.
• Proficiency in relevant software and tools (e.g., CRM systems, Microsoft Office Suite).
• Ability to work in a fast-paced environment and manage multiple priorities.
• Strong problem-solving and analytical skills.
• High level of integrity and professionalism.

Knowledge

• Understanding of Call Centre technology
• Knowledge of scheme rules and contractual negotiations
• Knowledge and application of relevant legislation
• Knowledge and application of processes and procedures

Note: Company reserves the right to close the advert before specified closing date.

PHA has its head office in Westville, KwaZulu-Natal. It operates country-wide with a nationally linked network and uses a robust, flexible, as well as integrated system to ensure efficient and effective administration of membership and benefits.