Job Description
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