Discovery – Health

Training Specialist | Africa Health Hub

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

About The Discovery Health - Global Team

Discovery Health - Global is a subsidiary of Discovery Health and strategically extends Discovery’s reach through delivery in key business activities:

Provision of Health insurance products underpinned by Vitality and Shared value principles, targeting growth across the African continent. Products are currently sold in: DRC, Mozambique, Kenya, Zambia, Ghana, Nigeria and Tanzania.

Key Purpose

To ensure the transfer of correct knowledge and soft skills to enable optimal performance of new and existing staff. This applies to both clinical and non-clinical skills. The successful candidate will be skilled on the Medical Services Organisation International and Discovery Health Global (VHI – Africa) products with propensity to learn and train new skills where required.  

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

· Facilitate training interventions aimed at improving staff performance.
· Track and monitor performance of selected service consultants.
· Conduct quality assurance (QA) assessments to evaluate adherence to operational standards, policies, procedures, and customer service requirements.
· Analyse QA findings to identify performance gaps, training needs, and development opportunities.
· Provide coaching and feedback to consultants based on QA outcomes and performance trends.
· Feedback performance improvements, QA findings, and interventions to key stakeholders.
· Facilitate the orientation and training of new staff.
· Identify training needs and address these areas of concern.
· Ability to use blended learning solutions.
· Track and measure the effectiveness of training interventions through performance and quality outcomes.

Competencies and Skills

Behavioural Competencies

· Working with people
· Planning and organising
· Delivering results and meeting customer expectations
· Creating and innovating
· Presenting and communicating information
· Persuading and influencing
· Coping with pressure and setbacks
· Adhering to principles and values

Knowledge

· Discovery Health and/ or Medical Services Organisation International product and benefit knowledge
· Discovery Health and/ or Medical Services Organisation International systems
· Discovery Health and/ or Medical Services Organisation International procedures and policies
· Quality assurance methodologies, service standards, and performance management principles

Skills

· Excellent verbal and written communication skills
· Time management
· Coaching and facilitation skills
· Analytical skills with the ability to interpret QA and performance data

Personal Attributes and Skills

· Customer Centric
· Empathetic
· Numerical
· Strong attention to detail
· Continuous improvement mindset

Education and Experience 

Education:  

• Matric 
• Advanced MS Office Skills 

Experience:  

• Minimum 12 months Discovery and/ or Medical Services Organisation International Customer Services experience 

Advantageous 

• Relevant Tertiary Qualification 
• Possess non-clinical and clinical skillset  

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.