Client Services Manager at Cedarcrest Hospitals

The Role

• The Client Services Manager oversees all aspects of the client service department, including managing and coaching their team, developing new strategies, and ensuring that clients receive exceptional service at every touch point within the hospital.
• Maintaining current clients and growing our customer base, keeping accurate correspondence records, meeting regularly with management, updating client details, developing customer service policies, training junior client services agents, and recommending different product options to clients.

Key Performance Areas

• Effective monitoring to ensure that HMO’s patients access care that are within their insurance coverage.
• Ensuring that treatments and patients’ case notes are properly documented.
• Monthly and yearly reconciliation of outstanding bills with corporate organizations.
• Examine patients’ case notes to verify the treatments that they are able to access.
• Explain benefits, eligibility status, enrollment processing procedures and status of authorizations and referrals to patients/clients/corporate organizations.
• Ensure and maintain accurate documentations for all HMO patients/clients.
• Respond to all HMO patients’/clients’ inquiries and handle complaints accordingly.
• Interface with corporate organizations via correspondences, emails and physical negotiations.
• Liaising with all clients (private, family, corporate, state/LG etc) of the organizations.
• Analyze and resolve service issues promptly.
• Notify the HM of complex client issues for prompt resolution.
• Work in compliance with company policies and procedures.
• Identify and strategize on new business opportunities with clients.
• Develop process improvements to enhance service efficiency and effectiveness.
• Provide support in new product development and enhancement activities.
• Provide assistance to less experienced staff when needed.
• Preparing weekly, monthly, quarterly, half yearly and annual reports for client relations and such other report as may be required by the HM or management.
• Provide client support services in accurate and timely fashion
• Attending to official mails promptly.
• Maintaining an up to date list of corporate organizations and monitoring their contracts.
• Receiving complaints from all clients of the organizations and ensuring they are resolved timeously.
• Ensuring that surgery and non-surgery approvals /patient discharges are obtained timeously.
• Ensure that patients are cleared by the responsible units before surgery.
• Arrange Logistics for out of state corporate clients e.g. pick up from airport, Hotel accommodation or ward accommodation.
• Ensuring medical reports and bills are sent as, at and when due/necessary.
• Facilitate effective communication between the hospital and other organizations/clients
• Keeping record of specific relationship pattern with our corporate clients.
• Handling other customer service related matters.
• Administration of medical retainer-shipcontracts with other organizations.
• Perform any other task that may be assigned to you.

Education, Certification and Experience Requirements

• Bachelor's Degree or HND in Mass Communication, Marketing, Public Relation or any other related field.
• MBA, Msc, MPA would be an Advantage
• 5+ years plus experience.
• Nysc discharged certificate
• 2+ years proven work experience as a HMO medical officer or similar role
• Knowledge of maintaining and on-boarding new clients
• Familiarity with office machines (e.g. fax, printer etc.)
• Knowledge of administrative procedures
• Proficient in English (oral and written)
• Excellent knowledge of MS Office (especially Excel and Word)
• Strong communication and people skills
• Good organizational and multi-tasking abilities
• Problem-solving skills
• Customer service orientation.

Profile Requirements:

• Strong verbal and written communications skills.
• High attention to details
• Excellent interpersonal skills.
• Analytical and problem-solving ability
• Persistence and the ability to influence others
• A strategic approach to work
• The ability to facilitate change
• Skills in numerical and statistical analysis.