Client Service Executive at International Health Management Services Limited

Job Purpose/Objective

• The Client Service Executive is expected to perform a variety of duties that relate to client care including care consultations with’ potential clients and family members, introductions and quality assurance visits with existing clients.
• Use of consultative approach to determine each individual client's needs to provide solutions and create a tailored service plan.
• Continuously evaluate the plan through a series of ongoing communications to ensure high quality care, client satisfaction and retention as well as opportunities to reduce service delivery time.
• Responsible for meeting and exceeding client expectations.
• To prepare invoices and collect cheques on behalf of the company
• Follow up for clients and stand as intermediary between the company and the clients

Job Description

• Meet with potential clients and family members to discuss needs and provide solutions in the form of a service plan.
• Conduct Service Inquiries and Care Consultations as needed following the consultative approach process
• Maintain ongoing communication and a consistent follow-up schedule with potential clients and families who are yet to commit to service.
• Work with other team members to coordinate various aspects of a client's care.
• Plan and execute schedule that ensures each client quality assurance visits as listed in the Plan of Care.
• Recognize and pursue opportunities to modify service plans to best support the ongoing needs of clients through a quality assurance program.
• Demonstrate open and effective communication with clients, family members, colleagues, and referral providers/care providers.
• Work with clients and their families on the various issues that may arise to ensure they are getting resolution to issues as well as receiving the services needed.
• Maintain regular attendance at the office to execute job responsibilities.
• Participate in on-call rotation.
• Adhere to all company policies, procedures and business ethics codes and ensures that they are communicated and implemented within the team.

Minimum Qualification

• HND / B.Sc in Social Sciences or relevant fields
• Minimum of 1-3 years previous job experience in Client Services in HMO
• Information Technology (IT) skill Microsoft Office (Excel Wordy PowerPoint)

Knowledge, Skills and Abilities:

• Must have an understanding of and uphold the policies and procedures established by the Scheme
• Must demonstrate excellent oral and written communication skills and the ability to listen effectively
• Must have the ability to work independently, maintain confidentiality of information and meet deadlines
• Must demonstrate effective interpersonal skills as well as sound judgment and good decision-making skills
• Must demonstrate discretion, integrity and fair-mindedness consistent with office standards, practices, policies and procedures
• Must demonstrate knowledge of the client care services
• Must have the ability to organize and prioritize daily, monthly, quarterly and yearly work
• Must have the ability to establish good working relationships with clients, colleagues, and the community
• Must have the ability to present a professional appearance and demeanor
• Must be patient and congenial on the telephone
• Must have computer skills and be proficient in Excel and Word
• Must have the availability to work evenings or weekends as required.