Service Consultant – Chronic Servicing (ECP) | Discovery Health | Fixed Term Contract – Talent Pool
Company: Discovery Health
Location: South Africa (Contact Centre)
Business Unit: Discovery Health
Function: Call Center / Contact Center
Date Posted: 15 May 2025
Contract Type: Fixed Term
Application Closing Date: 31 May 2025
About Discovery Health
Discovery Health, a division of the Discovery Group, is South Africa’s leading medical scheme administrator. The organisation is known for its innovation, efficiency, and relentless pursuit of excellence in healthcare solutions. Discovery aims to enhance the quality of life for millions of South Africans through its comprehensive services, ranging from wellness programmes to advanced medical aid offerings. If you are passionate about customer service and working in an environment that rewards initiative and commitment, this opportunity is for you.
What Is a Talent Pool?
A Talent Pool is a proactive approach to recruitment. Candidates who qualify for a position are added to a database and will be first in line when new opportunities become available. Joining the talent pool means your profile remains active, and you may be contacted for roles matching your skills and experience. You will undergo a standard assessment and interview process, and once successful, be notified when new positions open up that fit your profile.
Role Overview
As a Service Consultant in Chronic Servicing (ECP), your role is to manage and resolve all queries related to chronic conditions and HIV, ensuring exceptional client service and operational excellence. You will be the first point of contact for Discovery members, brokers, and franchise representatives, providing accurate and compassionate support while navigating the complexities of healthcare queries.
This role is ideal for individuals who are empathetic, detail-oriented, and thrive in fast-paced, client-facing environments. While this is a fixed-term contract, it opens the door to permanent opportunities within Discovery for those who demonstrate dedication and skill.
Key Responsibilities
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Handle inbound calls and resolve member queries in line with Discovery standards
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Respond to queries related to chronic illnesses and HIV management
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Assist brokers, franchise partners, and the public with policy details and updates
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Manage escalated queries, ensuring swift and satisfactory resolutions
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Process administrative tasks including policy amendments, updates, and system entries
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Work across Discovery platforms and digital systems for efficient servicing
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Support continuous improvement by providing feedback and suggestions to management
Required Skills and Personal Attributes
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Exceptional communication skills (written and verbal)
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A customer-first attitude with strong listening and problem-solving abilities
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High attention to detail with accurate documentation and reporting
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Ability to work under pressure, prioritize tasks, and adapt quickly to change
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Empathy and sensitivity in dealing with chronic and HIV-related queries
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Self-motivated, professional, and a collaborative team player
Qualifications and Experience
Essential:
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Minimum 50% in English and Maths / Maths Literacy / Accounting
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Computer literacy with proficiency in MS Office
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Prior contact centre experience or customer-facing role
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Fluent in English and a second South African language preferred
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Knowledge of medical aid or healthcare industry is advantageous
What Discovery Offers
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A high-performing work environment with growth potential
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On-the-job training and skills development
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Exposure to one of South Africa’s top employers
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The possibility of progression to permanent roles within Discovery Health
Employment Equity Commitment
Discovery is an equal opportunity employer and supports the principles of employment equity. The Company’s approved Employment Equity Plan and Targets will be considered during the recruitment process. We actively encourage applications from people with disabilities.
How to Apply
To apply, visit the official Discovery Careers page or upload your CV to the application portal. Ensure you reference “Service Consultant – Chronic Servicing (ECP) – Talent Pool” clearly in your submission. Only shortlisted candidates will be contacted.
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