Client Engagement and Billing Consultant

The Client Engagement & Billing Consultant is responsible for welcoming new clients that have joined the Discovery Health Medical Scheme through Discovery Connect. The consultant will contact new members to share health product details, assist with app downloads and navigation, and answer any further questions. The consultant will be required to position and cross-sell additional products to new clients that meet the cross-sell criteria. The consultant will be required to co-ordinate their own administration and maintain accurate details and statistics of all queries. The role requires employees to be permanently based at the office.

Key purpose

The consultant's primary responsibility is to promote client engagement with the Discovery Medical Scheme product. Key duties include initiating welcome calls to new and existing clients, providing factual information regarding their selected health product option, and facilitating support for cross-selling opportunities

Key Outputs

• Perform outbound calls to new clients joining the Discovery Health Medical Scheme
• Perform outbound calls to existing clients with a view to cross-selling additional Discovery products
• Communication to members telephonically and via email.
• Keep accurate statistics of all welcome calls, including the date, time, and outcome for each interaction.
• Process debit orders for late activations before noon each day to ensure timely premium collections.
• Reconcile contributions received on late activations
• Actively cross-sell relevant Discovery products during customer interactions to maximize engagement and product adoption.
• Attending to general administration requirements of the client.
• Prioritize and attend to requests from management.
• Escalate and follow up on any queries the team are unable to assist with.
• Ensure that current service level agreements are met.
• Adhere to standard operating procedures and / or laid down policies and procedures
• Achieve Quality targets as set out in as per the DCDS QA criteria requirements team.

Personal attributes and skills

• Excellent verbal and numeric communication skills
• Quality driven
• Excellent Administration skills
• Medical Schemes Act knowledge
• Strong Interpersonal Skills
• Problem solving skills
• Decision making skills
• Stress tolerance
• Excellent time management skills
• Organizational awareness
• Ability to work within a team and drive team culture

Qualification & Experience

• Grade 12 – essential
• 2 years Customer Service experience – essential
• Proficient in English – essential (writing, reading, speaking)
• Bi-lingual – advantage (writing, reading, speaking)
• Computer literate - MS Office, especially Excel – essential