Job Description
The incumbent will be responsible for ensuring the highest degree of service delivery on every customer touch point and from the interdepartmental SLAs by ensuring timely business processing.
KEY TASKS AND RESPONSIBILITIES
Ensure timely business processing in respect to underwriting process, membership setup, debiting, policy document issuance, medical cards issuance, reports dispatch, maintain and track member education, quarterly review meetings and health talks calendar
Track and report on telephone efficiency for the business with the objective of improving the response time
Interacts with customers, intermediaries, and all stakeholders in a management capacity to resolve issues, retain business and build long term relationships
Document and track feedback received from intermediaries and customers from meetings and ensure closure within the required timelines
Complaints management – Ensure all complaints are logged in CRM, tracked and resolved within the stipulated timelines as per the complaints management policy
Track all customer touch points for the business, escalate any that require intervention to ensure superior and differentiated customer experience
Visit customers, intermediaries and branches periodically with the focus of building and maintaining strong working relationships and ensuring the health business is meeting intermediaries and customer needs from a servicing perspective
Timely issuance of the management report in respect to customer touch points, which includes but is not limited to Complaints, Service Meetings, NPS/NES, Complaints, processing TATs
Continuously improve processes by consistently reviewing them and automating routine processes
Ensure Compliance to DPA and AML business requirements
Ensure 100% compliance to existing business processing controls
SKILLS AND COMPETENCIES
Good Communication skills
Knowledge in medical risk assessment
Good people skills
Diplomacy and tact
Honesty and Integrity
Good Assessment and analytical skills
Ability to work with cross functional teams
Ability to meet strict deadlines
Ability to interact at all levels
Strong Microsoft Office skills
QUALIFICATIONS, KNOWLEDGE & EXPERIENCE
Bachelor’s degree in the relevant field
Progressing to ACII Qualification
5 years in medical insurance underwriting and operations functions
go to method of application »
Use the link(s) below to apply on company website.
Apply via :
