Care Coordinator Woodstock - Woodstock
AfroCentric Group
Deliver and enable excellence in all service moments to all stakeholders (Members, Providers, Employer groups, Intermediaries, Schemes). Personalised clinical servicing through the Omni channel experience focusing on the overall care quality of interaction between our customers and the brand. Providing holistic care that is personalised and accessible, managing the care journey end to end. Committing to our service care charter striving to continuously make a positive difference. Accountabilities Client service delivery and quality: Follow procedures and cooperate with peers and leader for best possible service delivery Compliance and Risk Management: Defined legal, statutory and regulatory compliance is maintained at the required standards Operational risk and governance structures, measures and frameworks are complied with and necessary action is taken to address issues, when necessary Financial Management: Contribute to cost savings within the department to assist with financial goals and targets Operating Model: Meet delivery objectives through working with other team members within and linked to the department / project Resolve operational performance variations and problems and escalate unresolved issues to higher levels Ensure delivery targets/objectives are met and operate in a supportive manner to achieve successful delivery Operational Implementation of Strategy: Keep up to date with operational changes implemented in response to important external influences Deliver in a manner that supports and meets operational quality standards and meets the defined departmental priorities Perform according to defined operational best practice and identify and implement opportunities for continuous delivery improvement Operational Leadership: Deliver personal performance within Human Capital frameworks and policies to ensure delivery to agreed standards and objectives Engage in development, coaching and mentoring Support transformation through valuing diversity Behave in alignment with the Afrocentric values Stakeholder Management: Ensure appropriate, active and informative relationships with customers and relevant stakeholders are successfully achieved Address customer or stakeholder complaints in alignment with the policies and procedures and ensuring customer / stakeholder buy-in Experience 3 years Clinical experience 2 years Managed Healthcare Operations experience Qualification Registered Nurse or other healthcare professional. Relevant and active registration with regulatory body Attributes: Action Orientated Agility, Resilience and Adaptive Excellent interpersonal skills Purpose-driven Demonstrates self-awareness Empathetic Collaborative Receptive to feedback Accountability Manage Complexity Encourage Engagement Growth Mindset Knowledge: Customer service Application of service processes Health Care Industry Customer preferences and personality styles Health legislation and regulatory Skills: Microsoft Suite Problem solving and decision making skills Computer Technology Skills Engagement Coping Customer Engagement Customer Care Numerical Ability Team player Strong written and verbal communication skills Administration Time management skills Active Listening skills
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