Job Description

Company DescriptionAbout Kaelo
Kaelo provides essential healthcare solutions ensuring the physical and psychosocial wellbeing of all South Africans towards lasting social change. Kaelo meets the Healthcare needs of Corporate and Retail clients across South Africa - products offerings include Medical Insurance, Medical Aid, Gap Insurance, Kaelo Money and employee assistance programmes.The Executive Office Consultant manages all stakeholder escalations and complaints with the highest level of excellence, exercising a large degree of individual discretion. Working independently but collaborative in nature and ensuring continuous improvement and process improvementKEY OUTCOMES (not limited to) Level 4 and 5 process elementsManage service and channels: Direct, Indirect and outbound. Sanlam Gap specific queries within a 2 hour turnaround time.Manage all stakeholders with a focus on Sanlam Gap Broker consultants.Manage operational queries with immediate action and expectationsManage escalations and complaints- Ensure the complaints and rejection data is analysed in order to identify and address any recurring or systematic problems and potential and operational risks by:-- Analysing the causes of individual complaints so as to identify root causes common to the different types of complaints-- Considering whether such root causes may also affect the processes or products, including those not directly complained of; and-- Correcting, where reasonable to do so, such root causes- Conduct monthly Trend analysis- Ensure that proper feedback and trends analysis are documented and communicate to the relevant departments- Reporting and maintenance of all relevant registers- Manage Oncology Cuddle call program- High touch claims report management- Focus on the Customer journey and any improvements thereofQualificationsSPECIAL REQUIREMENTSPERSON DETAILS: WORK EXPERIENCEREQUIREDExecutive queries and complaints resolutionKnowledge and experience in the Health IndustryPREFERREDEDUCATION: QUALIFICATIONS: ACCREDITATIONS WITH PROFESSIONAL BODYREQUIREDMatricComputer literateKnowledge of FAIS legislationRegulatory Exams a qualified representative levelPREFERRED3 Years experience within the Gap Cover industryTECHNICAL SKILLS OR KNOWLEDGEREQUIREDCustomer focusTime managementExcellent verbal and written communication skillsInterpersonal skillsPREFERREDProduct KnowledgeAdditional Information

• Accountability
• Action orientated
• Collaborative
• Communication
• Business writing skills
• Manage complexity
• Problem solving skills
• Decision thinking
• Encourages engagement
• Resilient and adaptive
• Resourceful
• Demonstrates self-awareness
• Purpose driven
• Significance and values orientated

Kaelo