Category: Health Consulting - OF2301
Posted by: Alexander Forbes
Posted on: 05 Nov 2024
Closing date: 13 Nov 2024
Location: Johannesburg
Purpose Of The Job
The purpose of the job is to develop, implement and monitor the healthcare strategy for your clients, taking into consideration the prevailing Alexander Forbes Health approach, which is currently guided by our SERVE Model. Ensure client retention and provide professional and exceptional quality of service at all times. Provide strategy for expansion on uncovered membership as well as identify new business opportunities and secure the additional revenue. Keep abreast of developments in industry and share these with clients. Co-coordinating of all relevant people (i.e. service consultant, consultant, schemes, other service providers and client) required to manage the relationships.Manage the service consultant allocated to same clients in a manner that ensures AFH standards are to be maintained at all times. Identify appropriate and realistic growth opportunities for the service consultant
Overview
Key performance areas
- Manage medical scheme membership retention
- New business growth of Gap and primary care new membership
- Client satisfaction and customer orientation
- Integrated value proposition and collaborations across the broader AF Group divisions
- Client management and consulting
- Building strategic partnerships
- Ensuring compliance to internal processes and industry bodies
- Establish and manage the profit and loss position on services offered to clients sign off by Consulting Manager
- Maintaining and managing existing client base
- Invoicing for work outside of year planner, asagreed with the client and Consulting Manager
- Identify growth and new business opportunities within client base
- Promote cross-selling initiatives within AF
- Manage costs within your control, including costs relating to travel, accommodation, telephone and printing.
- Ensuring confirmation of income is done quarterly for all clients
- Updating operations manager on changes to client base
- Notifying Consulting Manager and Regional Executive of expenses to be incurred
- Notify Consulting Manager and compliance officer on errors/omissions that may lead to AFH being held accountable
- Accurate management of wellness fund budget where provided
- Building and maintaining trustworthy credible relationships with stakeholders at clients, relevant schemes and providers
- Ensuring that client satisfaction questionnaires and audits are conducted at clients
- Managing client expectations
- Continuous communication and meetings with clients to ensure thorough understanding of clients needs and ensuring these needs are met
- Drafting and presenting accurate reports, particularly strategy reports as outlined in Service Level Agreement
- Compile and agree on Year Plan with client and ensuring that services offered are met.
- Keep abreast of legislative and industry developments and be able to relay its impact and importance to clients
- Understanding and communicating industry changes and challenges
- Handling client calls professionally at all times
- Drafting and distribution of client communication
- Management of client billing statements and reconciliations
- Management of Service consultant deliverables i.e. checking that the service calls are done, queries are resolved, emails are up to date, client billing statement, minutes and file notes completed and saved on Sharepoint, admin tracker updated and reconciliations are being accurately managed
- Reporting to the Consulting Manager on client matters on a regular basis i.e. matters pertaining to support staff, areas of improvement, client specifics, concerns etc.
- Providing assistance to the Consulting Manager on the shared clients
- Ensuring that client information is saved electronically on Sharepoint in clients master file and that a hard copy is ultimately archived
- Monitoring and ensuring resolution of client queries and the checking and processing of new member application forms, sent to the Member Service Unit or to Service consultant
- Monitoring of tracking report regarding outstanding member application forms
- Internal office administration i.e. ongoing updating of client data bases/client activity list, distribution lists, Quarterly Magazines, Newsletters, etc.
- Ensuring that relevant invitations are extended to the correct contact people i.e. Hot Topics, Employer Seminars, and CEO Breakfasts etc. are extended and issued and followed up on timeously to clients
- General report writing, customizing the reports to suit the specific client requirements i.e. Year end feedback report, Mid Year report, Market Reviews, Year-end Renewal report, Subsidy reviews, adhoc reports
- Management of client communication i.e. preparation and checking of agendas and agenda packs, following up and ensuring that minutes are drafted and signed off and the action items from meetings are resolved by the agreed upon deadline
- Adhering to scheme champion protocols and guidelines
- Scheme champion duties, as outlined by the relevant manager. This includes obtaining updated demographic and financial information, updating scheme financials, updating the benefit comparison, etc.
- Updating of Complaints and gift register
- Contribution to business development/projects/initiatives
- Year-end project management including the preparation of client communication, presentations conducted and reports presented
- People
- Skills and knowledge transfer Service consultant.
- Participate in bi-annual performance appraisal for service consultant in conjunction with manager
- Technical development including attendance of internal forums and training courses
- Continuous learning and self-development and identifying of training needs
- Relevant Bachelors Degree or equivalent or 3 year diploma
- 120 FAIS Credits minimum requirement (FPI, Wealth management etc.)
- Specific subjects required in qualification Long Term category A, Short Term Personal Lines and Health Benefits
- Regulatory Exam 5
- 3 years experience in Healthcare Industry
- 2 years experience in consulting to clients in a healthcare brokerage
- Healthcare Industry, Product and legislative knowledge
- Strong client management knowledge
- Drivers license essential, willing to travel
- CMS
- FSB
