Supervisor – Client Retention at Madison Group Limited

Overall Responsibility:

This position is responsible for maintaining Customer Service levels within the stipulated quality standards.

Key Responsibilities:

• Meeting the renewal budgets for all clients within assigned business portfolio
• To implement retention benchmarks for assigned portfolio within the SLA provisions and guidelines
• Provide a dedicated and comprehensive service to these clients, acting as the primary point of contact on behalf of Madison and deliver the highest level of customer care
• Organize and attend meetings with clients e.g. member educations, health talks, quarterly service review meetings etc.
• Complaints and Query management – Receive and resolve client issues and provide feedback in a timely manner
• Manage claim reimbursements in conjunction with claims department to ensure Reimbursement payments are made to clients in a timely manner
• Support in renewal process and securing of renewals in our portfolio including tender business
• Receive and dispatch client documents and monitor receipt
• Communicate pertinent information to the clients on a regular basis and be the liaison person with clients in all other communication
• Reporting and management of hospitalization/Admissions in liaison with care managers
• Member engagement – Extend courtesy calls to members on various activities, satisfaction surveys, post hospitalizations etc.
• Identify and recommend process improvements to enhance Customer Satisfaction.
• Support on premium and excess collection
• Scheme Performance Management – Sharing with clients the utilization reports, scheme review reports and member statements
• Premium volume increase through organic growth by selling additional benefits and enhancements
• Compile weekly, monthly, quarterly and annual reports as required
• Verification of accurate system capture of medical benefits purchased
• Dispatch/delivery of the policy document to the relevant client within the stipulated TAT’s.
• Dispatch/delivery of premium invoices and the renewal/commencement premium schedules to the client/intermediary.
• Any other duties assigned by management from time to time

Skills and Competencies Required

• Health Benefits Plan Management
• Customer Service
• Policy Processing
• Presentation Skills
• People management skills of both external and internal partners
• Customer Focus
• Good interpersonal and people skills
• Ownership & Commitment
• Team Spirit
• Excellent organization and communication skills
• Market Awareness

Skills and Competencies Required

• Bachelor’s Degree in business related field.
• 3 years’ experience in Relationship Management.
• Good progress in professional qualification in insurance (IIK)