Jobs at Madison Group Limited

Key Responsibilities

Care Management, handling Inpatient preauthorizations, and communicating with providers, clients, and brokers on a timely basis for any undertakings, rejections, or relevant concerns. Doing proper case management by doing physical visits and virtual follow up of all admitted members

The role will provide support for Healthcare Business by;

• Care Management – Through due diligence, ensuring undertakings are issued in line with the policy provisions. Likewise, for declines, ensuring that the decisions are accurate and a correct interpretation of the policy
• Ensure appropriate Turnaround Time is adhered to in issuing approvals.
• Seeking medical clarifications including medical reports, copies of investigation reports
• Broker/customer relations by communicating all necessary admission claim decisions on a timely basis.
• Work with the claims team and coordinating on any information noted in the claims especially inpatient claims submitted in cases where further information provided changes the position undertaken previously on the claim.
• Reviewing medical pre-authorizations for compliance with applicable policy guidelines.
• Interacting with clients, brokers and clinicians as needed, to resolve problems in a manner that is legal, ethical and consistent with the principles of the policy.
• Visiting/engaging admitted patients and ensuring they receive quality and cost-effective quality care
• Engaging providers on matters cost, discounts, pre-agreed rates, packages, fixed cost model
• Checking and confirming membership validity and benefits (from the scheme benefits file)
• Handling of coverage enquiries with brokers, providers, members etc.
• Vetting and confirming validity of the service given by the service provider in relation to the benefits covered, treatment given, adherence to provider panel rules and cost of treatment.
• Obtaining additional required information on claims from providers, brokers or clients
• Ensure accurate information is captured in the system and have a zero-error rate in benefit adjudication of all cases
• Liaising with underwriting section on scope of cover for various schemes
• Liaising with provider relations section on matters pertaining to provider panel, customer complaints etc
• Client presentations and member education on wise utilization & risk management
• Support the care management team to ensure all the deliverables are met within the given turnaround time.

Functional Skills

• Health Benefits Plan Management
• Policy Interpretation
• Customer Service

Key Competencies/Qualifications

• Customer Focus
• Ownership & commitment
• Team Spirit
• Excellent communication
• Ability to multi-task
• Bachelor’s degree in nursing / Diploma in nursing or clinical medicine
• At least two-year’s experience in a case management role.

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Key Responsibilities

To pick all calls directed to the medical call center and assign them to the relevant people, and handle client complaints and queries to improve the care team’s efficiency.

The role will provide support for Healthcare Business by;

• Pick all the calls directed to the, Medical call centre both main and back-up line and handle the clients to their satisfaction.
• Respond to all Outpatient, Optical and dental preauthorization requests while adhering to schemes rules and provider rules
• Respond to potential/existing customer inquiries by providing and/or clarifying with the desired information.
• Inform clients and service providers by explaining procedures and answering questions through inbound calls.
• Resolves complaints by clarifying issues and exploring answers and alternative solutions, implementing solutions, and escalating unresolved complaints.
• Complaints management by proper escalation of client and service provider queries.
• Follow up for end to end resolution on all issues raised by both clients and providers.
• Ensure strict process compliance in line with the business lines objective.
• Maintain and improve quality results by adhering to standards and guidelines, recommending improved procedures.
• Pick insights from clients and provider feedback on product and process improvement, and report them to the relevant people in a timely manner.
• Generate reports on the various engagements and feedback collected.

Functional Skills

• Customer Service orientation
• Listening skills and good Phone etiquette.
• Excellent verbal communication skills.
• Adaptability
• Attention to detail.
• Good Interpersonal relationships
• Ability to Multi-task

Key Competencies/Qualifications

• Customer Focus
• Ownership & commitment
• Team Spirit
• Excellent communication
• Ability to multi-task
• Bachelor’s degree in nursing / Diploma in nursing or clinical medicine
• At least one-year experience in a care management role with a 24hr call center.