Health Touch Counsellor - Sandton, South Africa - Discovery Ltd.

Discovery Ltd.

Verified Company

Sandton, South Africa

2 weeks ago

Posted by:

Thabo Mthembu

beBee Recruiter

Description

Business Unit:
Discovery Health
Function:Organisational Effectiveness / Change / Employee W
Date:11 Oct 2023About Discovery

Discovery's core purpose is to make people healthier and to enhance and protect their lives.

We seek out and invest in exceptional individuals who understand and support our core purpose, and whose own values align with those of Discovery.

Our fast-paced and dynamic environment enables smart, self-driven people to be their best.

As global thought leaders, Discovery is passionate about innovating in order to not only achieve financial success, but to ignite positive and meaningful change within our society.

About Discovery Care

Discovery Care is a subsidiary for Discovery Health - made up of distinct areas with segmented teams

Chronic and PMB Management, responsible for processing of Chronic and Prescribed Minimum Benefit requests and escalated clinical query processes while within Disease Management the HIV/Oncology and In Hospital Case Management teams are responsible for reviewing clinical cases for each of the specialized areas. The team also consists of Specialized Claims, responsible for the processing of specialized claims and High Touch provides hands on services and escalated query resolution to sensitive cases.

Key Purpose

The successful incumbent will operate within the High Touch division and will be responsible for providing emotional counselling support to members and their families who have or are undergoing severe trauma, likely situations which are life altering in severity, and provide them with holistic benefit support linked to the situation they find themselves in.

The incumbent may also be asked to support other member groups, for instance, Rare diseases, Gender Based Violence and Gender affirming and confirming members.

The successful applicant will be responsible for but not limited to the following job functions:

To provide a specialized High Touch experience for clients and their families dealing with severe traumatic events, which may lead to life changing situations
This comes in the form of a unique combination of skills;
Strong benefit knowledge
Support and service delivered in a compassionate and emotionally supportive manner
Leveraging counsellor skills to assess emotional and mental wellbeing needs
Directs care in line with available benefits
Effectively uses and promotes self help tools
To proactively develop relationships with members by making an effort to understand their needs, anticipate and provide solutions to their needs and giving high priority to customer satisfaction.
To provide comprehensive benefit support to members and their dependants in cases of trauma and other emotional scenarios.
Complete relevant assessments to accurately diagnose the level of need
To facilitate appropriate referrals, where required
Support to assist in the acceptance of their new levels of functioning
To document all member interactions as well as to ensure that all records are accurate and up to date.
Meet performance targets set for the role
Establish and maintain relationships at all levels with internal departments to facilitate expeditious resolution of queries.
Ensure an excellent member journey by maintaining agreed service levels.

Knowledge and Skills

Excellent verbal and written communication skills
Ability to work under tight deadlines and pressure
Problem solving by identifying key issues and relationships

Competencies

Compassion: Genuinely cares about people; is concerned about their work and nonwork problems; is available and ready to help; is sympathetic to the plight of

others not as fortunate; demonstrates real empathy with the joys and pains of others.

Customer Focus: Is dedicated to meeting the expectations and requirements of internal and external customers; gets firsthand customer information and uses it for

improvements in products and services; acts with customers in mind; establishes and maintains effective relationships with customers and gains their trust and respect.

Listening: Practices attentive and active listening; has the patience to hear people out; can accurately restate the opinions of others even when he/she disagrees.
Interpersonal Savvy: Relates well to all kinds of peopleupwards, downwards, and sideways, inside and outside the organization; builds appropriate rapport; builds constructive

and effective relationships; uses diplomacy and tact; can defuse even high-tension situations comfortably.

Education and Experience

The following requirements are essential:

Matric
Degree in psychology or social work
Relevant membership with the South African Council for Social Service Professions (SACSSP) or HPCSA. Other relevant, recognized professional bodies can also be considered.
MS Office Suite with Intermediate Excel abilities
Minimum of 3 years counselling experience, including facetoface, virtual and telephonic counselling
Minimum of 5 years f