E T Consultant (Global Benefits) at World Bank Group

The World Bank Group provides a global Medical Benefits Plan (MBP) to locally recruited staff and their dependents. The MBP is administered by a global third-party administrator, Cigna International. To further support staff on the administration of the MBP, each country office has designated a local focal point (MBP Administrators) to help staff with the support of the Regional Benefits Officer in H.Q. The Global Benefits Team is looking to expand its team in the Africa region to facilitate access to medical care and improve members experience and health outcomes. In addition to the MBP, the World Bank Group provides emergency evacuations through its Health Services Department (HSD).

DUTIES AND RESPONSIBILITIES:

• Provide support to the Global Benefits Team on the day-to-day benefit programs management with a great focus on the MBP service deliveries for the Africa Eastern region. 
• Act as an alternate field Benefits Officer liaising with the insurance administrator or internal stakeholders as needed in close collaboration with the Benefits Officers in HQ (Washington DC).
• Provide support to the country office MBP Administrators on customer service escalated issues in the region at the point of service, including liaising with the provider, Cigna, or HSD as needed to facilitate access to care especially for admissions and emergencies.
• Work with country office MBP Administrators to actively engage with staff on any issues with provider relations matters with Cigna in terms of suspension of direct billing arrangement and non-acceptance of guarantee of payment and raise concerns immediately to Cigna and MBP regional focal point in DC for immediate resolution.
• Oversight of country office MBP Administrators engagements and training in partnership with the MBP regional focal point in DC to raise awareness and understanding of the MBP.
• Provide support for out of country care approvals and clarifications on regional OOCC escalations with the regional Benefits Officer in DC.

Selection Criteria

Requirements:

• Master’s degree in business, finance, human resources and at least 5 years of relevant experience or equivalent combination of education and experience. 
• At least 5 years of work experience in employee benefits, especially on the customer service management of medical benefits; or other employee benefits programs.
• A strong knowledge of the healthcare systems in the Africa region.
• Any recognized professional benefits certification will be an added advantage
• Must be able to come to the office at least 2 days a week

Skills:

• Ability to handle the personal and sensitive information associated with these programs with appropriate sensitivity, care, and discretion.
• Ability to work both independently and in a team environment with others to resolve problems in relation to priority.
• Ability to manage emergencies and conflicting priorities in a sensible and timely manner.
• Strong customer service skills
• Good data analytical skills and ability to understand medical claims data and analytics
• Technically proficient with Excel, MS Word, and MS Power Point.
• Flexibility and responsiveness in a high-paced, demanding focal position. Ability to balance individual demands with institutional interests and practices.
• Proven task and project management skills. Excellent organization skills to handle a variety of concurrent activities, judge priorities and organize work accordingly, along with the ability to work well under pressure.
• Proficient verbal and written communication skills; fluency in English is essential and fluency in French is desirable.
• Proficient with online meetings platforms such as MS Teams, Webex, and Zoom