Management Committee visits our Durban Call Centre and administration team
The Management Committee, a sub-committee of the Board of Trustees, and Head Office staff recently met with the team at Discovery's Durban offices, the operational hub housing our Call Centre, pre-authorisation and oncology teams, live chat agents and various administrative functions.
On this annual visit, Trustees and Head Office staff undertook the journey to reconnect with the dedicated individuals responsible for providing exceptional service to our members. This year's visit held particular significance as it marked the occasion of 10 years of Discovery administration. The AMS team warmly welcomed us with balloons, cakes and infectious smiles. It was a joyous occasion, especially considering that many of our call centre agents have been integral members of the AMS team since its inception, showcasing a sustained passion for their work.
As our outgoing Principal Officer Fiona Robertson bid farewell, she expressed heartfelt gratitude to the team for their years of outstanding service. Meanwhile, our new Principal Officer, Julia le Roux, took the opportunity to personally connect with the members of team, gaining valuable insights into the inner workings of the Scheme and the dedicated individuals who strive to ensure that our members receive exceptional care.
The visit underscored the team's deep commitment to assisting AMS members. One of the agents shared that our Patient Advocacy Philosophy, which goes beyond ensuring claims are paid by offering comprehensive support for various aspects of healthcare funding, makes serving our members exceptionally rewarding. The team highlighted the unique AMS approach, where they have the tools and opportunities to negotiate with healthcare providers on behalf of members, ensuring that their benefits go the extra mile. "This is something you don't find in other schemes, and we are grateful to be able to assist members the AMS way," added another agent.
To the incredible team in Durban, thank you for hosting us. Witnessing your dedication and passion for our Scheme in action was truly inspiring, and we express our heartfelt gratitude for your unwavering commitment.
Published December 2023