Job Purpose:

• The role will serve as a point of contact and link between directors, managers, internal departments, and external parties, including vendors, and customers. The role will handle clerical and administrative duties, analyse and improve office processes and policies, and ensure that the office operates smoothly.

Key responsibilities:

• Act as the first point of contact for the C.E.O & the GI Regional Director, proactively and promptly reviewing and tracking incoming enquiries such as correspondence, telephone and in-person, and responding directly or referring to other appropriate individuals or escalating to the Executives.
• Provides a bridge for smooth communication between the Directors’ offices and internal departments; demonstrating leadership to maintain credibility, trust and support with senior management staff.
• Provide sophisticated calendar management for the Directors. Prioritize enquiries and requests while troubleshooting conflicts to ensure smooth day-to-day engagements.
• Organising and coordinating all logistics for the Directors’ meetings (both internal and external).
• Develop and maintain the Directors’ offices paper and electronic filing and information systems.
• Responsible for processing expenses, credit card returns and raising purchase requisitions and other finance related duties as directed.
• Oversee the prompt collection and delivery of incoming and outgoing mail in the Directors’ offices.
• Draft routine correspondence on behalf of the Directors.
• Coordinate the preparation of both local and international itineraries for the Directors and confirm travel bookings and hotel reservations.
• Attend Management meetings; record, summarize and timely distribution of minutes and tracking of action items where applicable.
• Coordinating events and projects by providing administrative support for all events managed by the Segment/Function.
• Maintains rapport with customers, managers, and employees by arranging continuing contacts; researching and developing new services and methods; setting priorities; resolving problem situations.
• Maintains continuity of work operations by documenting and communicating needed actions to management; discovering irregularities; determining continuing needs.
• Ensure that reports and analysis of the same are issued on a timely basis as per the agreed regularity through liaison with all relevant parties.
• Maintain efficient and effective communication channels between the Directors offices; the Board other departments and external customers to ensure professional interface and superior customer service.
• Receive and collate emerging issues from all stakeholders for the Segment/Function.
• He/she will also be the custodian of all the EXCO reports for the Segment/Function.
• Provide administrative support for the Corporate Team.
• Delegated authority as per the approved delegated authority matrix.

Knowledge, experience and qualifications required

• University degree in any discipline.
• 4-6 years’ experience as a Personal Assistant to a Head of Department/Division in a blue chip company preferably in a commercial environment.

Technical/ Functional competencies:

• Strong organizational skills; ability to prioritize work and meet deadlines.
• Computer literate (MS Word, PowerPoint and Excel).
• Records management.
• Planning and organizational skills.
• Strong writing and oral presentation abilities.

Job Purpose:

• Reporting to the Manager Clinicals, the role holder will be responsible for control and managing of the policy cycle through pre-authorization and case management, to ensure quality and cost effective care.

Key responsibilities:

• Set the appropriate parameters for each admission (claim reserve, initial authorized cost and duration).
• Interact with clients and service providers to ensure that the care is given within policy guidelines.
• Review medical reports and claims for compliance with set guidelines.
• Liaise with underwriters on scope of cover for the various schemes.
• Ensure that medical scheme members are attended to round the clock with support from 24 hour call centre.
• Poly-Pharmacy – discourage poly-pharmacy by diligent challenging of prescriptions and suggesting better alternatives.
• Generic substitution – Encourage use of generics where indicated as a method of reducing the organizations pharmaceutical expenditure.
• Prepare periodic reports for management on medical claims.
• Ensure claims are processed within the stipulated time.
• Delegated Authority: As per the approved Delegated Authority Matrix.

Key Performance Measures:

• As described in your Personal Score Card.

Knowledge, experience and qualifications required

• Diploma/Degree in Nursing or Diploma in clinical medicine or Diploma in Pharmacy.
• Progress in Professional qualification in Insurance (ACII, FLMI or IIK).
• 3-6 years’ experience in case management.
• Proven experience in managing and nurturing client relationships.
• Track record of achieving client satisfaction and retention targets.

Technical/ Functional competencies:

• Knowledge of insurance regulatory requirements.
• Knowledge of insurance products.
• Sales and marketing management skills.

Job Purpose:

• The job holder is responsible for managing Medical Contact Center for both Corporate Health and EMC departments by providing support and resolution to customer queries and complaints. This entails operational service delivery across all customer touchpoints including Medical Underwriting, Care, Provider Management and Claims sections as well as support the team leaders and managers in gap identification and make recommendations to improve on customer experience.
• The role is responsible for designing and implementing innovative initiatives to improve on Customer Satisfaction & Loyalty, business retention and formulation of strategies and actions plans for profitable growth through value-based cost control initiatives.

Key responsibilities:

• Manage relationships with clients, intermediaries, and service providers to ensure service level agreements are achieved and goodwill with stakeholders is maintained.
• Gathers statistical information and participates in internal and external audits; assists with the development and implementation of corrective action plans.
• Weekly business operations performance review to address gaps identified for continuous improvements and work with operation teams to implement these actions.
• Manage Medical Contact Center staff and resources, provide direction, set goals and ensure that round the clock coverage and accessibility is maintained.
• Formulate and maintain Medical Contact Centre metrics and processes for best-in-class experience.
• Oversee quality assurance of service incident data, emails, voice recordings, and customer surveys to identify areas of service delivery that did not meet pre-established performance standards.
• Liaises with business operations units and 3rd party service providers to ensure smooth running of outsourced Medical Business Operations including monitoring adherence to service level agreements.
• Support the Product Development team by identifying the customer needs and giving recommendations to product enhancements.
• Provide daily/weekly/monthly insightful metrics and reports that speak to operations and provision of service to medical functions and customers at large.
• Perform mock calls with new hires post-training to determine readiness for moving into frontline live environment.
• Tracking and management of pre-authorizations (outpatient, admissions, and discharges) requests to ensure efficiency and co-ordination of case management activities.
• Participate in control and oversee provider recruitment process.
• Develop and follow through on service improvement initiatives and processes for the Business from Customer feedback obtained from Medical Contact Centre to ensure service improvement.
• Lead and manage the staff at the Medical Contact Centre to ensure the existence of an environment where the team has high engagement, motivation and energy levels by being highly responsive to their concerns and needs.
• Developing suitable operational procedures to meet strategic objectives of the organization.
• Review documents and pertinent requirements regarding Customer experience operations.
• Respond to internal and external client inquiries and complaints across all touch points.
• Supervision, appraisal, training and development of Medical officers.
• Preparation of management reports for Corporate Health and EMC.
• Delegated Authority: As per the approved Delegated Authority Matrix.

Key Performance Measures:

• Customer Net Promoter Score (NPS).
• Customer Satisfaction (CSAT).
• Customer Effort Score (CES).
• Customer retention rate.
• Call and Email Service Levels.
• Medical Loss Ratio.
• Deviations on Quality Assurance Scores and SLA.

Knowledge, experience and qualifications required

• Bachelor’s’ degree in Nursing/any relevant degree.
• Professional qualification in Insurance (ACII , FLMI, or IIK) an added advantage.
• At least Six to Eight years’ experience in customer service environment.
• 2-3 years managing a Call Center.
• Medical Call Center is an added advantage.
• Excellent analytical and negotiation skills.
• Knowledge of insurance regulatory requirements.
• Knowledge of insurance products.
• Leadership and interpersonal skills.

Technical/ Functional competencies:

• Sales and marketing management skills.

Job Purpose:

• The job holder shall actively manage, support branches, financial advisors (FA) and entire network meet their Asset management targets. The person is key to ensure an increase in the number of financial advisors selling BAM products – 80% of all the FAs. The role requires working with other departments within BAM to ensure smooth and efficient client & intermediary service standards.

Key responsibilities:

• Drive BAM retail sales targets through their assigned branches.
• Drive growth in retail client numbers under their branches and sector.
• Drive business and client retention within the required thresholds.
• Provide regular training to the FA Network on investments products, processes and target.
• Maintaining relationships with and grow the number of FAs selling to ensure sales target.
• Regular FA Channel engagements and pipeline development, management and conversion.
• Timely preparation of client investment proposals on request
• Client onboarding, meetings and responsible for day-to-day relationship management.
• Actively maintain a sales pipeline and provide such information as required by management.
• Any other duties called upon to enable progress and synergies within the organization as and when.
• A great team player and collaborator with both internal and external stakeholders.

Knowledge, experience and qualifications required:

• Bachelors’ degree in a business-related degree.
• 4-6 years’ experience in a Business Development role.