Client Service Manager at Kennedia Consulting

Responsibilities

• Improve existing the HMO Client Service model and determine tool to manage it, ensuring it works seamlessly across the organization and captures all required information at key points in the client service life cycle.
• Develop and deliver client service strategies across the service delivery value chain to encourage customer retention and customer loyalty.
• Manage clients’ relationships, offering ideas and insights to the customer to improve the use of the HMO products and resolve any issues and challenges.
• Engage clients periodically and manage complaints; accordingly, follow up on every issue and ensure complete satisfaction and maximum utilization of the HMO’s Packages deployed to customers.
• Monitor and maximize client lifetime value strategies ensuring maximum profitability. Introduce new HMO Products and Features towards expanding the account portfolio.
• Manage the database of the HMO’s clients ensuring it is effectively segmented for targeted marketing activities.
• Designate accounts to team members and ensure the team follows all client service policies and procedures when dealing with customers.
• Continually promote HMO brand/services to ensure that the HMO is top-of-mind for customers.
• Execute client risk evaluations and provide improvement services on the threatened accounts in collaboration with the business development and medical team.

Requirements

• First Degree in Marketing, Information Technology, Public Relations, Business Administration, Economics, Finance, or any other related field. The equivalent of the same in working experience is also acceptable.
• Candidate must have a minimum of 5 years of Client Service experience in a Health Maintenance Organization (HMO) and additional experience in the insurance industry is an added advantage.
• Candidate must have advanced knowledge of NHIA regulatory guidelines, Medical Global Best Practices, Health Insurance, Products and Proces