Purpose:
To
manage clients within the medical business to achieve efficiency in service
delivery through various activities that enhance the customer experience.
Primary Responsibilities:
Service
Delivery Management
- Coordinate dispatch of renewal notices and
confirm renewals through active client engagement.
- Conduct scheme performance and service review
meetings with clients to identify and address service gaps;
- Train scheme members on awareness on their
policy and best utilization practices such as hospital access, benefit
management etc.;
- Educate scheme members on Wellness program to
enhance healthy living through medical camps and health talks – involves
evaluation of common ailments claimed in a scheme;
- Ensure timely and efficient follow up on
questions, issues, reimbursements approvals and other ad-hoc points of
communication between clients and CIC.
- Sharing of reimbursements payments and declines.
- Coordinate consistent updates to clients on
phone and email on any changes or improvements affecting their policy.
- 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.
- Sharing of membership numbers and training
members on Virtual access.
- Share monthly scheme Funds reports by the 10th
day of every Monthly and ensure timely collection.
- 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.
Generic Duties
- Identify process improvement areas and raise
with CIC management team for implementation.
Audit, Compliance and Risk Management
- Strict adherence to all regulations, statutes,
standards, practices and all internal processes and procedures as per the
relevant manuals and comply with all relevant external legislation and
regulations with regard to Compliance requirements.
- Ensure that as a staff you actively contribute
to the department/division attaining a “good” rating in both internal and
external audit by performing your role to the required standards and
adhering to all internal processes and procedures as per relevant manuals,
policies and regulations of the Company.
- Ensure that all risk management requirements
within your remit are addressed and where necessary escalated through the
available defined channels
Key Skills, Knowledge, Experience and Behavioural
Competencies
Academic
and Professional Requirements
- Bachelor’s Degree in a relevant field,
Experience
Required:
Required years of experience
- Minimum of three (3) years’ relevant experience
in a similar position.
How to Apply
