Vacancies at Jubilee Insurance

Role Purpose 

• The role holder will be responsible for managing and retaining a portfolio of health insurance clients. Primary responsibilities will include executing strategies to retain existing medical insurance clients, ensuring exceptional client experiences, and driving customer loyalty.

Key Responsibilities 

Strategy

• Develop and execute comprehensive strategies to retain existing health insurance clients. Build and maintain strong relationships with key clients, understanding their needs, and proactively addressing any concerns or issues that may arise.
• Cultivate strong relationships with key decision-makers within client organizations. Understand their business objectives, industry challenges, and market trends to position health insurance solutions effectively.
• Analyse client retention rates, identify trends, and implement strategies to improve retention. Use data-driven insights to identify opportunities for proactive engagement and enhance the client experience.
• Stay updated on industry trends, competitor activities, and regulatory changes impacting the health insurance landscape. Utilize market insights to identify opportunities for product enhancements, service improvements, and customer retention strategies.
•  Identify opportunities to cross-sell and upsell additional health insurance products and services to existing clients. Collaborate with sales and marketing teams to leverage these opportunities and drive revenue growth.

Operational

• Serve as the main point of contact for assigned clients, ensuring their ongoing satisfaction with their health insurance coverage. Conduct regular check-ins, provide support, and offer tailored solutions to meet their evolving needs.
• Monitor and measure client satisfaction levels through surveys, feedback, and regular interactions. Implement initiatives to continuously improve client satisfaction, address any gaps, and exceed client expectations.
• Manage the contract renewal process for assigned clients, ensuring timely and accurate renewals. Work closely with underwriting and pricing teams to negotiate competitive terms and secure client loyalty.
• Serve as an advocate for clients within the organization, representing their interests and ensuring their voice is heard. Collaborate with cross-functional teams to address client requests, resolve issues, and deliver exceptional customer service.
• Prepare regular reports and presentations on client retention metrics, progress, and performance. Provide insights to senior management, highlighting successes, challenges, and recommendations for improvement.

Corporate Governance

• Ensure adherence to regulatory requirements and organizational policies during the renewal process. Work closely with underwriting and pricing teams to align with compliance standards.
• Stay informed on regulatory changes impacting the health insurance landscape to ensure compliance with industry standards and laws.

Leadership & Culture

• Build and maintain positive relationships with brokers, clients, and other internal and external stakeholders, providing exceptional customer service.

Key Skills and Competencies 

• Exceptional customer service and relationship management skills
• Stakeholder Management skills
• Contract and Policy Interpretation
• Business Acumen
• Strong negotiation and problem-solving abilities
• Strong interpersonal and communication skills with a client-centric approach
• Analytical skills to interpret data

Academic & Professional Qualifications 

• Bachelor’s degree in business administration, Actuarial Science, Finance, or a related field. Master's degree is a plus.
• Professional Insurance Qualification

Relevant Experience  

• A minimum of five (5) years working experience in client relationship management, within the insurance or healthcare industry with proven ability to develop and execute client retention  strategies.

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Role Purpose 

• The job holder will be responsible for attending to intermediary, customer, and providers queries by determining their requirements, answering to these inquiries, resolving problems, and fulfilling customer’s requests. The holder will be required to ensure excellence in all customer interaction and offer memorable experiences.

Key Responsibilities 

Operational

• Delivery exceptional customer experience in all interactions on call and email by maintaining highest level of professionalism.
• Manage urgent or critical cases promptly, coordinating immediate interventions and connecting with emergency services as needed.
• Issuing preauthorization approvals for all outpatient, dental, optical, and inpatient cases.
• Keep a clear complaint tracker and ensure timely resolution of all complaints and escalations.
• Respond to potential/existing customer and intermediaries’ inquiries by providing and/or clarifying with the desired information.
• Identify appropriate specialists, services, or community resources that can contribute to the member's overall health and well-being.
• Resolves complaints by clarifying issues and exploring answers and alternative solutions, implementing solutions, and escalating unresolved complaints.
• Evaluate the healthcare needs, history, and current condition of members to develop a clear understanding of their healthcare requirements.
• Ensure strict process compliance in line with the business lines objective.
• Selling additional products by recognizing opportunities to cross-sell or up-sell new benefits.
• Maintain and improve quality results by adhering to standards and guidelines, recommending improved procedures.
• Generate reports on the various engagements and feedback collected. Contribute to quality improvement initiatives by providing insights and feedback to enhance care processes and outcomes.
• Collaborate with dental professionals, specialists, and providers to coordinate and facilitate comprehensive dental care for insured members.
• Review all treatment plans, ensuring they align with medical guidelines, member needs, and insurance coverage.
• Engage with insured members to explain treatment options, address concerns, and support them throughout their healthcare journey.
• Identify appropriate specialists, services, or community resources that can contribute to the member's overall health and well-being.

Key Skills and Competencies 

• Demonstrated empathy and understanding in handling client concerns.
• Actively listening to accurately identify and address customer needs.
• Adaptable to changing systems, policies, and client needs.
• Attention to detail in data entry, policy interpretation, and documentation.
• Ability to multitask interactions and tasks efficiently.
• Clear understanding of optical terminology and eyecare benefit processes.
• Proficiency in interpreting dental records and benefit structures accurately.
• Conversant with medical terminology to explain benefits and claims clearly.

Academic & Professional Qualifications 

• Graduate from a recognized university
• Medical professionals have an added advantage.
• Proficient in the use of Microsoft Office suite and packages.

Relevant Experience  

• A minimum of 1 years’ experience in a Call Centre environment