Overview
Mailbox Coordinator (Admed) MMH260727-10 Jobs in Sandton, South Africa at Guardrisk
Requirements Formal Education
- Matric
Technical/Legal Certification
- Office administration qualification an advantage
Experience
- 2 years insurance administration experience
- 2 years client servicing experience
Duties and Responsibilities Mailbox Management
- Monitor and manage all shared Admed mailboxes throughout the business day.
- Ensure all incoming emails are reviewed, actioned, or allocated within the prescribed 48-hour turnaround time.
- Prioritise urgent correspondence in accordance with business rules, service standards, and operational priorities.
- Ensure emails are accurately categorised and routed to the appropriate workflow or business area.
Workflow Administration
- Assess all incoming correspondence and determine the appropriate business process.
- Capture and register work accurately on the OWLS Workflow system.
- Create workflow tasks, ensuring correct routing, allocation and prioritisation.
- Verify that all required supporting documentation has been received before creating workflow items.
- Maintain accurate workflow notes, system records and audit trails.
- Monitor workflow queues and proactively escalated ageing or overdue work items to ensure service level agreements are achieved.
Claims Administration
- Assess incoming claim submissions for completeness and compliance with operational requirements.
- Register new claims on the administration system in accordance with operational procedures.
- Upload and index all supporting documentation accurately.
- Identify incomplete or complex claims and escalated them to the appropriate team for further assessment.
- Ensure all claim registrations are completed accurately and within agreed turnaround times.
Customer Service
- Respond professionally to enquiries received from members, employers, brokers, healthcare providers and other stakeholders.
- Provide accurate information relating to products, benefits, claims processes and policy administration.
- Resolve first-line enquiries at the first point of contact wherever possible.
- Escalate complex technical or policy-related queries to the appropriate operational area.
- Manage difficult and/or irate clients courteously, professionally and calmly.
- Provide support to the Call Centre by handling overflow inbound calls during periods of high call volumes.
- Deliver a professional, customer-centric service experience that aligns with company service standards and Treating Customers Fairly (TCF) principles.
Compliance and Quality
- Ensure all work is completed accurately and in accordance with company policies, procedures and regulatory requirements.
- Maintain confidentiality and protect customer information at all times.
- Ensure the principles of Treating Customers Fairly (TCF) are embedded in all activities, with a specific focus on achieving TCF Outcome 6 by ensuring customers do not face unreasonable post-sale barriers when submitting claims, making enquiries or lodging complaints.
- Identify opportunities to improve mailbox processes and workflow efficiencies and make recommendations to management.
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Title: Mailbox Coordinator (Admed) MMH260727-10
Company: Guardrisk
Location: Sandton, South Africa
Category: