• Application Deadline: Thu, 27 Apr 2023 00:00:00 GMT
• Position: Relationship Management Officer (Hausa Speaker)


• Job Type Full Time


• Qualification BA/BSc/HND


• Experience 5 years


• Location Lagos


• Job Field Sales / Marketing / Retail / Business Development 
  

Our client, a reputable Health Maintenance Organization (HMO) is looking to fill the role of Relationship Management Officer (Hausa Speaker)

• Responsibilities


• Report to the Senior Relationship Management Officer who is the head of the department, the GM Intl Ops/Bus Adv and the Managing Director/ CEO.


• Serve as the link between the organization and our numerous existing and prospective clients which would be assigned to you and reviewed constantly.


• Work closely with the ICT department and or any other appropriate authorities in NHIA for prompt treatment of all our request for new registration forms, activation of submitted filled registration forms, activation of extra dependants forms, printing of new identification cards and any other request. You are expected to give concise feedback to the organization and the clients, with little prompt from both ends.


• Develop a data base of desk officers in all the assigned clients' location and that of the individual enrollees for prompt response to change of hospitals, mop-up exercise and every other issues relating to providing satisfactory services always.


• Adopt and maintain a standard template with specific focus on plan type, number of enrollees, premium paid, activation and expiration date for all activated policies in order to keep a tab on due date for renewal and generation of notification of expiration of policy letter and possibly withdrawal of enrollees.


• Ensure that a minimum of 90 days reminder notice is given to all clients prior to the expiration of their policy.


• Collaborate with the Medical/Quality Assurance department in the conduct of periodical clients and providers forum.


• Always work closely with other departments to ensure that the organization renders hitch-free / satisfactory services to our existing / prospective clients.


• Ensure full compliance with the company's core values and topnotch performance as related to high professionalism and best practice particularly with respect to client’s requests, our timely fulfillment and follow-up on NHIA if it has to do with public sector.


• Work closely with colleagues in the department to ensure smooth and hitch free relationship management.


• Continually device proactive customer service techniques to handle or resolve clients challenges as the need arises.


• Constantly submit monthly report of activities to the MD / CEO & GM Intl Ops/Bus Adv for proper follow up and performance measurement.


• Collaborate with the Medical/Quality Assurance department to ensure that healthcare facilities offer quality healthcare services through random calling of enrollees and or visits to enrollees on admission in an of our facilities in the FCT.


• Ensure the prompt packaging and delivery of the activation pack which includes health card, enrollee handbook, etc to enrollees on our private schemes.


• Make presentations during clients' sensitization when required to do so.


• Ensure that all filled enrollee forms are checked and properly corrected before they are sent to our ICT Department for ID card production and or HIS ICT Department for activation.


• Carry out quarterly client satisfaction surveys in order to sufficiently determine and calibrate the clients' concern about the services provided by their chosen facilities and our response time to their enquiries.


• Collaborate and actively participate in clients' health talks in accordance with pre-agreed schedules with the medical/Quality Assurance department.


• Develop evaluation tool to measure services, process and procedures vis-à-vis client expectation and complaints.


• Collaborate with the Medical/Quality Assurance department to handle crisis management fairly and objectively using standard measurement tools.


• Perform all other relationship management duties and ad-hoc activities as may be assigned from time to time by the HOD and Managing Director/ CEO.

Requirements

• Degree in management, marketing, communication, or a similar field.


• Min of 5 years experience as a relationship Officer, in customer service, or a similar role in health care 


• Ability to build and maintain strong client and business relationships.


• Proficiency in Microsoft Office and CRM software.


• Excellent communication and interpersonal skills.


• Good conflict resolution and problem-solving skills.


• Leadership and team management skills.


• Customer-oriented.


• Must be able to speak English and Hausa fluently