Responsible for managing corporate client relationships, identifying business opportunities, promoting insurance products, supporting client needs, and contributing to business growth. Requires a relevant qualification in insurance, business, finance, marketing, or a related field. The position is based in Nairobi and requires on-site work.
About the Role
Reporting to the Senior Manager – Client Retention, this role is responsible for driving business retention and revenue growth by building and nurturing strong, long-term client relationships. Key role is to build and maintain strong client relationships within the medical sector by delivering efficient, customer-focused services that enhance the client experience, drive repeat business, increase client lifetime value, and generate valuable referrals.
Key
Responsibilities
Service
Delivery Management
- Co-ordinate
dispatch of renewal notices and confirm renewals through active client
engagement.
- Initiate
renewal meetings with the client or with intermediaries
- Assisting
on Tender preparation and review for schemes in our books.
- Conduct
scheme quarterly 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 Programs 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.
- Communicate
to clients on reimbursements payments and declines.
- Follow
up with Care -Team on approvals for services not pre-approved or delayed.
- 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 to the clients.
- Sharing
of membership numbers and training members on healthcare service 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 Scheme’s contact person on daily admission updates and death
notifications.
- Handling
day-to-day queries via email, phone, or in person when necessary.
- Ensuring
timely and effective follow-up on any questions, issues, or other
communications between the Client and CIC.
- Share
renewal endorsements, policy documents and contracts.
Audit,
Compliance & 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
Qualifications
Essential
Knowledge/Skills and Experience Required:
- Bachelor’s
degree in a Business-related or relevant field
- Diploma
in Insurance is added advantage
- 3
years’ experience
