Overall Responsibility:
This position is responsible for maintaining Customer Service levels within the stipulated quality standards.
Key Responsibilities:
Meeting the renewal budgets for all clients within assigned business portfolio
To implement retention benchmarks for assigned portfolio within the SLA provisions and guidelines
Provide a dedicated and comprehensive service to these clients, acting as the primary point of contact on behalf of Madison and deliver the highest level of customer care
Organize and attend meetings with clients e.g. member educations, health talks, quarterly service review meetings etc.
Complaints and Query management – Receive and resolve client issues and provide feedback in a timely manner
Manage claim reimbursements in conjunction with claims department to ensure Reimbursement payments are made to clients in a timely manner
Support in renewal process and securing of renewals in our portfolio including tender business
Receive and dispatch client documents and monitor receipt
Communicate pertinent information to the clients on a regular basis and be the liaison person with clients in all other communication
Reporting and management of hospitalization/Admissions in liaison with care managers
Member engagement – Extend courtesy calls to members on various activities, satisfaction surveys, post hospitalizations etc.
Identify and recommend process improvements to enhance Customer Satisfaction.
Support on premium and excess collection
Scheme Performance Management – Sharing with clients the utilization reports, scheme review reports and member statements
Premium volume increase through organic growth by selling additional benefits and enhancements
Compile weekly, monthly, quarterly and annual reports as required
Verification of accurate system capture of medical benefits purchased
Dispatch/delivery of the policy document to the relevant client within the stipulated TAT’s.
Dispatch/delivery of premium invoices and the renewal/commencement premium schedules to the client/intermediary.
Any other duties assigned by management from time to time
Skills and Competencies Required
Health Benefits Plan Management
Customer Service
Policy Processing
Presentation Skills
People management skills of both external and internal partners
Customer Focus
Good interpersonal and people skills
Ownership & Commitment
Team Spirit
Excellent organization and communication skills
Market Awareness
Skills and Competencies Required
Bachelor’s Degree in business related field.
3 years’ experience in Relationship Management.
Good progress in professional qualification in insurance (IIK)
Applications should be addressed to the Group Human Resources Manager, Madison Group Limited, Email: hr_recruitment@madison.co.ke so as to be received by Wednesday 26th March, 2025.
Apply via :
hr_recruitment@madison.co.ke
