PURPOSE:
To manage calls & medical clients within the call centre to achieve efficiency in service delivery through various activities that enhance the customer experience.
PRIMARY RESPONSIBILITIES:
- Ensure timely and efficient follow up on questions, issues, approvals and other ad-hoc points of communication between clients and CIC.
- Coordinate consistent updates to clients on phone and email on any changes or improvements affecting their policy.
- Conduct scheme performance and service review meetings with clients to identify and address service gaps.
- Organize and hold health talks, and medical campaigns programs for all allocated clients on a quarterly basis.
- Sensitize members on Wellness program and Dawa mlangoni.
- Train scheme members on awareness on their policy and best utilization practices such as hospital access, benefit management etc.
- Receive and transmit all member addition and deletion instructions to the Medical Underwriting team.
- Receive and transmit all invoices and credit notes from CIC to the client.
- Share monthly scheme utilization reports by the 10th day of every month reporting the performance as at the end of the preceding month.
- Share monthly scheme Funds reports by the 10th day of every.
- Share quarterly scheme utilization reports and plan in consultation with the contact persons for quarterly performance review meetings.
- Follow up on historical and current debts.
- Update the contact person on daily admission updates and death notifications
- Coordinate dispatch of renewal notices and confirm renewals and follow up for renewal.
- Coordinate consistent updates to clients on phone and email on any changes or improvements affecting their policy.
Education
- Bachelor’s degree in Commerce or in any related field
- Computer literate in MS Office and other office applications
- Certification in Insurance is an added advantage
APPLY USING THE LINK BELOW:
Client Relations Assistant – Call Centre Assistant at CIC Insurance
