Case Manager

ROLE SUMMARY

Answer inbound or internally transferred telephone calls, evaluate the caller’s assistance needs, take ownership of the problem and co-ordinate an appropriate solution to the problem presented using either internal or external resources.

QUALIFICATIONS

• Minimum: Grade 12 or equivalent NQF level 4
• Advantageous: Short Term Insurance related qualification

EXPERIENCE

• Minimum of 2 years’ experience in a call centre environment

RESPONSIBILITIES

Operational

Frontline

• Ensure continuity of service delivery by answering all incoming calls timeously and professionally as per agreed client protocols and contractual agreements.
• Effective and professional call attendance within required call duration service level criteria
• Analyze the nature of assistance requested or further action required
• Validate the client’s record
• Log all the relevant details accurately and complete all relevant fields on the required system based on the client’s request and information
• Log non-benefit calls accurately via the Mitel account code platform or on other platforms used.
• Explain the benefits and limits applicable
• Identify, implement and coordinate appropriate solutions
• Summarize and collate case related communications in the case register
• Immediately act upon any omissions or service failures identified during the course of the case management.
• Escalate complaints/possible complaints to the Team leader, Supervisor, Manager without delay
• Manage client expectations by communicating the workflow effectively

Dispatch

• Acknowledge receipt of case allocation on the system.
• Appoint a service provider within contractual requirements timeframes.
• Appoint the right and most appropriate supplier in the correct area.
• Escalate any problems with the service provider to the Supervisor and Procurement department immediately.
• Verify that correct rates are captured on the system for each case and are in line with the service level agreement with the supplier.
• Validate the costs correctly and accurately.
• Ensure that the correct mileage is added and authorized for each case where necessary.
• Discuss the rates with the appointed supplier if they are not on the panel and ensure that case notes are always updated and accurate.
• Apply allocation charges and ensure that a new service provider is appointed where an allocation has been made and the supplier is unable to assist.
• Ensure that the supplier receives instructions by sending a text message, telephone call and/or email after hours or during the weekends.
• Advice the client that the service provider has been appointed.
• Schedule a follow up at an agreed time and ensure the ETA is logged on the system.

Follow up

• Acknowledge receipt of case allocation on the system.
• Follow up within 20 minutes that the service provider has contacted the client.
• Re-assign back to Dispatch to re-appoint another service provider where there is a problem.
• Ensure that concise and adequate notes are updated on the system.
• Escalate complaints/possible complaints to the Team leader, Supervisor, Manager without delay.
• Complete the case on the system and close the case when a client is assisted.

COMPETENCIES:

• Documenting Facts:  Communicates well in writing, readily understand the logic behind an argument and will ensure that all the relevant facts are taken into consideration.
• Managing Tasks:  Very effective at planning and organizing, identifies clear priorities and milestones.
• Taking Action:  Very energetic. Impatient to get things started and good at starting things off. Focused on making things happen.
• Pursuing Goals:  Very ambitious and want to be successful. Achieves outstanding results, very persevering and will keep going no matter what.
• Showing Composure:  Remains calm and does not get anxious before or during important events. Works well under pressure.
• Team Working – Works anticipatively with others; is democratic and encourages team contributions; collaboratively involves others in decision-making.
• Thinking Positively: Is optimistic, positive and cheerful. Recover easily and quickly from setbacks.
• Resolving Conflict:  Quick to resolve disagreements, effective at calming upset people and copes well with people who are upset.
• Following Procedures:  Extremely rule following, procedural and risk averse.
• Upholding Standards: Behaves ethically and justly; is discreet and maintains confidentiality; meets commitments by acting with integrity.