Quality Assurance Manager - Health

Lets Write Africa's Story Together!

Old Mutual is a firm believer in the African opportunity and our diverse talent reflects this.

Job Description

The Health Insurance QA Manager is responsible for ensuring that claims, case processes, and services meet established standards to guarantee efficiency, mitigate losses, and prepare controls for managing claims costs.

KEY TASKS AND RESPONSIBILITIES

Quality Audits Of Claims.

• Conduct an audit of overall claims settled, placing special attention to high-value, repeated visits, and duplicate claims. Check error rate.
• Identify Providers with significant billing irregularities or suspected of fraud and have regular provider engagements issues on billing.
• At the end stage of provider reconciliation, claims that relate to benefit excesses are to be reviewed and liability assigned to either UAP, client/scheme or Smart.
• Admissions tracking; checking on exaggerated bills, unnecessary admissions, or overstay admissions, and
• Review the integration exception report between E02 and D365.

Conduct trending analysis; identify leakage; and prepare objective reports on claims and case processing processes.

• Enforce claims cost controls, e.g., copayments, discounts, provider restrictions, waiting periods
• Monitor and ensure compliance with SOPs for claims, case, and provider management
• Manage reserve philosophy for admission/ approval and enhanced amounts.
• Review IP bills for scheduled cases on a monthly basis.
• Reimbursement reports review to pick exceptions and cold calling/impromptu visits.

Contribute to the development of process-specific, competency-based training;

• Identify knowledge gaps and training needs of the claims, case team
• Identify gaps in policy terms and review together with the retention team.
• From the findings of the audit of IP and OP settled claims, give recommendations and remedial actions. And drive the implementation of said actions.

Prepare reports to communicate outcomes of quality activities.

• From the findings of the audit of IP and OP settled claims, give recommendations and remedial actions. And drive the implementation of said actions.
• Monitor and share reports of TATs for all key claims processes.
• Track claims paid in E02 vs D365; use of the exception reports to monitor paid, reversed, and cancelled claims

Systems Enhancement

• Continuously review the effectiveness of workflow systems and recommend enhancements.
• Provide input on ML and core system enhancements to improve quality and output.
• Monitor risk management activities: GIA issues.
• Prepare regular claims reports to management and advise the underwriter on relevant claims findings for medical risk review.
• Root cause and close out.

Resolve difficult client enquiries:

• Ensure timely completion of investigations/resolution arising from claims disputes in case management and claims teams.
• Investigate suspected fraud issues; guide the fraud reporting to GFS and follow up to closure.
• Coach, counsel, or train less-experienced staff; provide input in the performance management, goal setting, and review processes.

SKILLS AND COMPETENCIES

• Aligns Execution - Planning and prioritizing work to meet commitments aligned with organizational goals.
• Manages Complexity - Making sense of complex, high volume and sometimes contradictory information to effectively solve problems.
• Builds Effective Teams - Building strong-identity teams that apply their diverse skills and perspectives to achieve common goals.
• Ensures Accountability - Holding self and others accountable for meeting commitments. Business Insight - Applying knowledge of business and the marketplace to advance the
• Strategic Vision - Seeing ahead to future possibilities and translating them into breakthrough strategies.
• Drives Results - Consistently achieving results, even under tough circumstances.
• Customer Focus - Provides cautious, timely and helpful service to encourage client loyalty. Engages & Inspires - Creating a climate in which people are motivated to do their best to help the organization achieve its objectives.
• Instils Trust - Gaining the confidence and trust of others through honesty, integrity, and authenticity
• Cultivates Innovation - Creating new and better ways for the organization to be successful. Develops Talent – Developing.
• Bio Statistics skills are key

KNOWLEDGE & EXPERIENCE

• Minimum of 5 years of experience in clinical operations, claims processing, or a related field.
• In-depth knowledge of Quality Assurance, claims processing, and regulatory requirements.

QUALIFICATIONS

• Bachelor's degree in Healthcare Administration, Nursing, or a related field
• Relevant certifications in healthcare management or clinical operations are preferred.

ANTI-MONEY LAUNDERING (AML) EXPECTATION

The incumbent will be responsible for ensuring adherence to, implementation of, and adoption of Compliance, Anti-Money Laundering (AML), and Sanctions-related policies, procedures, and process requirements within Old Mutual and its subsidiaries. This includes execution of customer due diligence processes, ensuring compliance with Know-Your-Customer (KYC) standards, conducting ongoing and enhanced due diligence, and maintaining data quality. Additionally, the role involves identifying and monitoring potential AML, Sanctions, or Compliance breaches and unusual activities, and escalating these concerns to the Risk and Compliance Office for further action.

Skills

Action Planning, Claims Management, Data Compilation, Data Controls, Executing Plans, Financial Auditing, Insurance Claims Investigations, Oral Communications, Policies & Procedures, Typology

Competencies

Business Insight

Collaborates

Communicates Effectively

Decision Quality

Directs Work

Ensures Accountability

Financial Acumen

Instills Trust

Education

NQF Level 7 - Degree, Advance Diploma or Postgraduate Certificate or equivalent

Closing Date

02 June 2026 , 23:59

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