Operations Manager: DHCS Health Coaches

Discovery – Health

Operations Manager: Health Coaching  

About 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 to not only achieve financial success, but to ignite positive and meaningful change within our society.

About Discovery HealthCare Services

DHCS consists of six teams that are supported by dedicated Shared Services, Finances and DHCS Business Support teams. The teams under DHCS are:

• Executive Wellness
• Corporate Wellness
• Health Coaches
• Southern Rx Pharmacy and Discovery Medical Suppliers
• Home Care
• Corporate Clinics

Through its teams, DHCS aims to:

• Provide quality care by bridging the gaps in the current market with high quality services.
• Enhance the member journey through convenience, reduced co-payments and lessening the administrative burden.
• Realise scheme savings by identifying the opportunities to expand through supply chain and capture value through better procurement and eliminating waste.
• Brand differentiation by providing members with innovative services that leverage the latest health technology.

About Health Coaches 

Health Coaching is a human-led, digitally supported journey aimed at improving member well-being through supported behavioural change and self-management. Health Coaching is underpinned by benefit navigation, condition education/management, goal setting, physical activity, and other lifestyle changes, such as sleep and nutrition.

This person-centred partnership leverages dynamic steps and processes to help transform our members’ health and improve their lives, through personalised support to create lasting positive change.

Job Purpose

Manage the daily operations of the Health Coaching business, ensuring the delivery of high-quality coaching services. Oversee team leaders and coaching staff to achieve operational excellence, enhance client satisfaction, and drive continuous improvement.

Key Outputs

Operational Management:

• Manage daily operations and ensure overall quality of coaching services.
• Ensure ongoing tracking and management of member sentiment
• Respond to general queries, questions, and new requests.
• Manage complaints logging and resolution, including appropriate escalation to Senior Leadership

Team Leadership and Performance:

• Manage Team Leader & Coach performance, including target setting, talent management, and performance tracking.
• Ensure efficient workforce planning including equitable distribution of responsibilities and tasks.
• Oversee recruitment, vetting, interviewing, and appointment of new coaches and Team Leaders.

Quality and Workforce Management:

• Ensure coaching quality through regular audits and quality management processes.
• Implement workforce planning and succession planning strategies.
• Review volumes and headcount for workforce forecasting and motivate for FTE increases.

Training and Development:

• Oversee training, updating training materials, SOPs, and onboarding new coaches.
• Facilitate new coaches’ enrollment into requisite external training and accreditation and monitor their progress.

Reporting and Insights:

• Ensure timeous daily, weekly, and monthly performance communication and tracking.
• Generate insights on operations, TLs, and coaches using data and dashboards.
• Gather insights on key barriers and opportunities for improvement across programs.

Adhoc Tasks:

• Oversee maintenance of various assets used in the day-to-day delivery of the Coaching service
• Handle ad hoc reporting and assist with projects/pilots.

Education required

Essential:

• Matric
• Clinical qualification (degree or diploma)

Knowledge required

Essential:

• Understanding of corporate organizations
• Understanding of Business Processes
• Exceptional stakeholder relationship management
• Healthcare industry knowledge
• Understanding of data and statistics
• MS Office including excellent analytical capabilities and comfort with Excel

Advantageous:

• Discovery Product knowledge
• High level understanding of Discovery Health systems
• Knowledge of PowerBI

Experience required

Essential:

• Experience on a managerial level dealing with People Management / Strategy roll out/ Key Accounts / Relationship Building.
• Minimum 5 years’ experience within operations/clinical service delivery
• Proven track record of successful implementation of business process change projects
• Experience with managing strategic relationships
• Extensive experience working with stakeholders (internal and external)
• Solid experience leading areas of 30+ employees
• Business presentation skills

Advantageous:

• Knowledge of Discovery Health
• Start-up experience

EMPLOYMENT EQUITY   
                             
The Company’s approved Employment Equity Plan and Targets will be considered as part of the recruitment process. As an Equal Opportunities employer, we actively encourage and welcome people with various disabilities to apply.