PURPOSE:
To manage client relations within the medical business to achieve efficiency in service delivery through various activities that enhance the customer experience
PRIMARY RESPONSIBILITIES:
Ensure timely and efficient follow up on questions, issues, approvals and other ad-hoc points of communication between clients and CIC.
Coordinate consistent updates to clients on phone and email on any changes or improvements affecting their policy.
Conduct scheme performance and service review meetings with clients to identify and address service gaps.
Organize and hold health talks, and medical campaigns programs for all allocated clients on a quarterly basis.
Sensitize members on Wellness program and Dawa mlangoni.
Train scheme members on awareness on their policy and best utilization practices such as hospital access, benefit management etc.
Receive and transmit all member addition and deletion instructions to the Medical Underwriting team.
Receive and transmit all invoices and credit notes from CIC to the client.
Follow up on SMART Card replacements and new cards through policy admin and update Client.
Share monthly scheme utilization reports by the 10th day of every month reporting the performance as at the end of the preceding month.
Share monthly scheme Funds reports by the 10th day of every.
Share quarterly scheme utilization reports and plan in consultation with the contact persons for quarterly performance review meetings.
Follow up on historical and current debts.
Update the contact person on daily admission updates and death notifications
Coordinate dispatch of renewal notices and confirm renewals and follow up for renewal.
Coordinate consistent updates to clients on phone and email on any changes or improvements affecting their policy.
GENERIC DUTIES
Identify process improvement areas and raise with CIC management team for implementation.
PERSON SPECIFICATIONS.
Academic Qualifications
Bachelor’s degree in Commerce or in any related field
Professional Qualifications
Certification in Insurance is an added advantage
Experience
Up to two (2) years’ relevant experience
Skills and Attributes
Excellent communication and presentation skills
Problem solving skills
Excellent interpersonal skills
Excellent customer care skills
Good negotiation skills
Computer literate in MS Office and other office applications
Technical competence in insurance
High emotional intelligence
Innovative
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