Quality Assurer: Pre-Auth MMH250425-7

Role Purpose

To assist with the Quality Assurance and the identification of training needs of Pre-Auth Call Centre staff and the design and implementation of appropriate interventions to address these needs

Requirements

• Grade 12 (NQF Level 4) is essential
• National Diploma/Degree in a Nursing qualification is essential
• Minimum of 3 years experience working in pre-Auth Call Centre environment.
• At least 3 years of relevant industry knowledge is essential.
• Strong correspondence skills - advantageous
• Excellent communication, listening, and interpersonal skills.
• Good knowledge of the Oracle, HiP & ISquare Administration system is advantageous.
• Proficient in Microsoft Office suite (Word, Excel, PowerPoint, Outlook).

Duties and Responsibilities

Process

• Identify individual training needs through quality assessments and recommend targeted training interventions.
• Perform quality checks on random samples of customer calls and written correspondence to ensure compliance with established standards and procedures.
• Maintain confidentiality and handle sensitive information in accordance with company policies and regulations.
• Participate in call handling as needed to maintain familiarity with current systems, products, and processes.
• Support and contribute positively to organizational change initiatives and continuous innovation.
• Take ownership of personal career development by keeping up to date with industry trends, professional standards, and legislation.

Client

• Prepare and present regular reports on service delivery performance, service level agreement (SLA) adherence, and customer satisfaction metrics.
• Recommend improvements to enhance client service quality and ensure fair treatment of clients within the area of responsibility.

People

• Analyze quality assurance data to identify trends, support staff development, and enhance training programs.
• Collaborate with coaches, team leaders, and service managers to monitor staff progress and provide feedback
• Facilitate open and effective communication across departments to promote collaboration and information sharing.
• Deliver training sessions to staff when required, fostering continuous professional development.
• Build and maintain productive working relationships with peers, stakeholders, and other departments

Finance

• Identify opportunities to improve cost-effectiveness and operational efficiency.
• Manage company resources, including financial assets, responsibly and in line with organizational policies.

As an applicant, please verify the legitimacy of this job advert on our company career page.-346021296