24 Oct
Palesa Mbali Group
Johannesburg
Position : Team Leader : Care Operations
Department : Bonitas Hospital Management Services
Grade : B3M2 Position
Purpose : To lead a team of professional staff to ensure the management of financial and clinical risks through the application of scheme rules and clinical policies and procedures.
Experience : 5 years Managed Healthcare and 2 years case management experience 1 2 years supervisory experience and 2years ICU experience advantageous
Qualifications : Relevant Clinical Qualification, Registration with the relevant statutory bodies Professional Membership
Generic Objectives Specific deliverables :
People Leadership :
- Lead and inspire your people and drive team collaboration.
- Develop and support your people growth by focusing on their strengths and styles.
- Coach and enable team to maximize their potential.
- Empower your people with skills to improve confidence, knowledge and communication skills.
- Amplify your people’s imagination and self -learning.
- Create a safe and happy working environment that inspires all, adapting to needs of your people.
- Manage, monitor leave and wellness of your people.
- Recognize and appreciate excellence and team collaboration in real -time. Continuous improvement :
- Identify areas of improvement and solving for sustainable solutions through root cause analysis, lean six sigma methodologies and feedback loops.
- Assist with user acceptance testing and coach your teams through changes.
- Demonstrate excellence in communication and daily performance management.
Workforce Management :
- Perform Resource planning, forecasting and management across all channels and touch points.
- Manage and plan downtime when required.
- Manage work volume and ensure service levels are met and improved. Business Continuity Management :
- Understand how to manage business continuity and unplanned downtime.
- Manage incidents and service level continuity. Manage and Maintain Operational Content :
- Represent the business capability in the organization's governance model.
- Collaborate with solution capabilities and product owners to ensure operational content enables the implementation of all business strategies.
- Manage and maintain consistency of all Standard Operating Processes and Operational Resources by working collaboratively with capability owners and forums.
- Attend and participate in all required forums in the governance model, supporting all roles in the business model. Manage Performance :
- Motivate the team to achieve the organizational goals.
- Manage timelines and priorities to ensure business goals are met.
- Conduct performance reviews and align to frequent coaching.
- Provide exceptional organization and focus for the team. Conduct performance management.
Position Specific Outputs Work Scheduling
- Resource planning and management
- Queue management Training and coaching
- Identify ongoing training and developmental gaps i.e. PDPs
- Refer training needs (TNA) to HCBP / central training / QA / ISO to address
- Reinforces on the job learning after central training has signed off. Does not provide basic training but does assist with up-skilling during probation period after HC Training BP has signed off
- Provide on the job coaching to address specific performance gaps (KPIs
- Performance improvement plans which will also include personal development plans (linked to Performance management) Administration and reporting -Ensure that SLAs are met
- Complete and submit operational reports including monthly ISO compliance template reports
- Do trend and root cause analysis and recommend improvements
- Do VOEs and take corrective actions -Ensure that escalation management is done by Senior Agent(s). Address limited number of escalations.
Process stale claims as per the Scheme Rules.
Implement Year end as per project plan -Facilitate originator, business or client focus group sessions on variety of topics i.
e. problem-solving, communication, membership related issues Financial Management
Control leave liability -Monitor and reduce wastage, identify cost saving opportunities i.e. staff, stationery & printing, telephones, processes Leadership -Performance management i.
e. ongoing evaluation via own voice samples and quality assessment, ratings
▶️ Team Leader: Care Operations
🖊️ Palesa Mbali Group
📍 Johannesburg