Service Consultant – Health Professionals

About the role

As a Service Consultant you will be the first point of contact for health professionals calling with claims queries. You will work in a fast‑paced office environment, providing accurate, first‑time resolution while upholding Discovery’s service standards.

Key responsibilities

• Answer inbound calls from health professionals regarding Discovery Health, Key Care and in‑house claims.
• Resolve queries through to completion, including policy and benefit clarifications.
• Perform administrative tasks such as TWT, CRM assistance and ad‑hoc member support.
• Use Discovery systems and DIScribe to position policy changes.
• Assist with escalated provider issues and coordinate with internal departments.
• Maintain performance metrics (TMBR, DPMO, AHT) within acceptable ranges.

Required profile

• Matric qualification with Maths/Accounting and English (minimum 50%).
• At least 6 months experience as a contact‑centre consultant in customer service.
• Minimum 6 months experience handling claims.
• Strong customer‑focus, ability to adapt to change and follow instructions.
• Excellent communication and analytical skills.

Required skills

• Basic MS Office proficiency.
• Experience with CRM tools.