The Executive Office Consultant manages all stakeholder escalations and complaints with the highest level of excellence, exercising a large degree of individual discretion. Working independently but collaborative in nature and ensuring continuous improvement and process improvement
KEY OUTCOMES (not limited to) Level 4 and 5 process elements
Manage service and channels: Direct, Indirect and outbound. Health Escalations within a 2 hour turnaround time.
Manage all stakeholders with a focus on Health Escalations.
Manage operational queries with immediate action and expectations
Manage escalations and complaints
- Ensure the complaints and rejection data is analysed in order to identify and address any recurring or systematic problems and potential and operational risks by:
-- Analysing the causes of individual complaints so as to identify root causes common to the different types of complaints
-- Considering whether such root causes may also affect the processes or products, including those not directly complained of; and
-- Correcting, where reasonable to do so, such root causes
- Conduct monthly Trend analysis
- Ensure that proper feedback and trends...
Kaelo
Kaelo provides essential healthcare solutions ensuring the physical and psychosocial wellbeing of all South Africans towards lasting social change.
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