Client Service Manager at LEAD Enterprise Support Company Limited

Job Description

• To ensure 100% retention of all clients by prompt response to all enquiries from clients within 1-hour when contacted by phone and 12-hours when contacted by mail.
• To ensure client satisfaction by 100% effective completion of the client customer chart.

The Client Service unit is structured to deliver on:

• Client induction.
• Routine Visits (per unit/department).
• Routine Survey.
• Health talks.
• Client Renewal process
• Resolution of complaints
• Monitoring of clients in the hospital on admission
• Delivery/bereavement of client.
• Debt recovery
• Payment process
• Invoicing
• Delivery of client’s monthly refills (drugs) to the clients.
• Customization of health benefits plans and services.

Key Responsibilities

• The client service/relationship officer works with the marketer in charge of the account to obtain a suitable date, time & place for presentation on how the scheme works. This must be done within the first two weeks of commencement of the scheme.
• Submission of ID cards and member’s handbook to be accompanied by cover letter and list of enrolee to the client.
• The client services officer signs off on receipt of the client ID card from the enrolment officer before taking the cards for delivery.
• The unit head / client services officer should identify time for quarterly customer satisfaction survey and health forum (Survey form is attached).
• Periodic (bi-monthly) visits should be made to various units in organization to ensure they are enjoying our scheme.
• The client service officer monitors and identifies trends in enrollee’s feedback on complaints, enquiries and suggestions and gives feedback to the unit head through weekly reports and necessary actions are taken to close such gaps.

Qualifications / Experience

• Postgraduate/Undergraduate with more than 5 years in the HMO industry as a Client Service Manager.

Technical Competencies:

• Accountability
• Communication
• HMO industry Knowledge
• Solution-oriented
• Clinical Reasoning
• Health System Strengthening
• Relationship-Oriented
• Organization & Planning
• Team Management.