Vacancies at Britam

Job Purpose:

• The Relationship Executive serves as a vital link between clients and the Health Business, dedicated to fostering strong relationships by delivering exceptional service and support. This role involves understanding client needs, addressing inquiries, and resolving issues to ensure a seamless experience with policy management by collaborating with internal teams and engaging with onboarded schemes, the Relationship Executive aims to enhance client satisfaction, drive retention, and contribute to the overall growth of the Business.

Key Responsibilities:

• Client Relationship Management. Establish and maintain strong relationships with key accounts, acting as a point of contact to understand their unique needs, anticipate potential challenges, and proactively address them to ensure retention and satisfaction.
• Retention Strategy Execution. Collaborate with cross-functional teams to design and implement strategies specifically aimed at retaining high-value clients and reducing churn within the portfolio. Driving policy renewals, supporting organic growth, and assisting the Business Development team in onboarding new clients.
• Data-Driven Decision Making. Conduct regular reviews of client performance data, including claims, usage patterns, and customer feedback, to inform strategic adjustments and identify opportunities for targeted retention initiatives.
• Risk Assessment and Mitigation. Work closely with underwriting to assess the risk profiles of clients, recommend adjustments to premium levels, and adjust coverage based on client history and renewal discussions to ensure the Net Loss Ratio remains within set targets.

Member Education and Client Engagement

• Member Education. Implement educational programs aimed at enhancing members' understanding of their health insurance benefits, claims processes, and wellness initiatives. This can include webinars, informative newsletters, and easy-to-understand guides. 
• Health Talks and Workshops. Work in liaison with the Wellness team to offer regular health talks and workshops, featuring experts who can educate members on preventive care, wellness, and managing chronic conditions. 
• Scheme Review Meetings. Conduct regular scheme review meetings with clients to discuss policy performance, claims trends, and potential adjustments. This provides transparency and allows clients to give feedback, strengthening their relationship with the company.
• Client Engagement Events. Host client engagement events such as business lunches, roundtable discussions, and appreciation dinners to build stronger connections, encourage open communication, and demonstrate appreciation for their continued partnership.
• Collaborative CSR Initiatives. Partner with clients on Corporate Social Responsibility (CSR) activities, such as  health drives or charity events to help build goodwill, enhances brand reputation, and strengthens client relationships.
• Wellness Camps and Health Screenings. Organize wellness camps, health screening sessions, and vaccination drives to promote preventive healthcare among insured members. These events serve as an added value to clients, showing commitment to their well-being.
• Cross-Selling and Upselling Opportunities. Identify and act on opportunities to introduce clients to additional products or services that meet their needs, thereby supporting revenue growth and deepening client relationships.
• Performance Metrics and Reporting. Track and report on retention-related KPIs, providing insights into client behavior, portfolio performance, and areas for improvement to upper management on a quarterly basis.
• Quality Assurance in Service Delivery. Regularly review the quality and consistency of client communications and services to ensure alignment with company standards and client expectations.
• Risk Communication to Clients. Provide clients with insights on potential claim risks based on data analytics, ensuring they understand and engage uptake recommended loss mitigation measures
• Policy Renewal Optimization. Implement renewal strategies, including early outreach to clients and negotiation of terms, to ensure high retention rates and client satisfaction. This includes discussions on policy performance, feedback collection, and negotiations to resolve any concerns well in advance
• Incentive Programs for Long-Term Clients. Implement incentive programs that reward long-term clients with loyalty benefits, discounts, or exclusive services, encouraging them to continue renewing their policies.
• Premium Collection and Payment Management.
• Timely Processing of Additions and Deletions. Ensure that all client requests for member additions and deletions are processed accurately and promptly.
• Prompt Issuance of Debit and Credit Notes. In liaison with the Onboarding team ensure generate and dispatch debit and credit notes without delay, This should be up-to-date and accurate.
• Payment Reminders and Follow-ups. Implement a structured process for sending regular payment reminders to clients, including early notifications, due date alerts, and follow-up communications. This encourages timely payments and reduces the risk of overdue accounts.
• Demand Notices for Unresponsive Payers. Issue demand notices to clients who remain unresponsive to reminders, ensuring that outstanding payments are addressed promptly. 
• Collaboration with Finance and Account Management. Work closely with the finance team to track payment status, receipt premiums reconcile accounts and address any discrepancies or disputes. 
• Payment Plan Arrangements. Where necessary, negotiate payment plans with clients facing financial difficulties to support continued coverage while ensuring the company receives outstanding premiums within an agreed timeframe.

Knowledge, experience and qualifications required:

• Bachelor’s degree in business (insurance option preferred)
• Professional qualification in Insurance (ACII, FLMI or IIK)
• 6-8 years’ experience in Client Retention

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Job Purpose: 

• To ensure the provision of consistently high-quality Customer experience through quality service interactions by the Contact Centre team in compliance with overall Service strategy and standards while ensuring full accessibility and availability of the Customer Experience Centre to Customers.

Key responsibilities:

• Drive progress towards the goal to reduce operational costs and increase total number of customers via retention by answering calls in a professional and informative manner.
• Handling customer queries, complaints, instructions received through call and email communication 24/7. 
• Interact with clients, intermediaries, and service providers to ensure that the care is given within policy guidelines. 
• Adherence to admission and discharge protocol i.e. claim reserve, initial authorised cost, cover benefits and duration. 
• Respond to queries from clients, intermediaries, and service providers through answering telephone calls, interviewing clients, and verifying information as well as liaise with underwriters on the scope of cover for the various schemes benefits. 
• Prepare periodic care reports for management on medical matters/ issues.
• Maintain and improve quality results by adhering to standards and Customer Experience guidelines, recommending improved procedures with a QA score target 90%,NPS +30, CSAT 90%.Customer Effort 90%. 
• Ensure clients outpatient approvals are issued via email as per SLA . 
• Maintains communication equipment by logging in 90% of interactions through CRM for traceability / visibility.
• Perform any other duties as may be assigned from time to time.

Knowledge, experience and qualifications required:

• University degree in a social science or business related field. 
• At least 2-3 years’ experience in a contact center.

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Job Purpose:

• Supervising Health Care processes and procedures through the use of effective techniques to achieve the objectives of cost, Quality control and operational efficiency.

Key responsibilities:

• Ensure quality & affordable care to all admitted patients.
• Analysis and interpretation of admission, savings and average cost reports for effective cost control.
• Enrolment of members to CDM program and follow up.
• Work with the wellness team to ensure compliance.
• Verification and audit of outpatient and inpatient approval requests as per the claims manual and customer service charter manual to ensure compliance and mitigate risk
• Supervise; train and mentor case management officers to achieve a high level of motivation and productivity by the team.
• Negotiate professional fees and hospital charges including discounts to control expenditure.
• Hold regular business meetings with service providers to ensure compliance on contract terms, use of agreed systems and agreed tariffs.
• Monitor, prevent and control medical claims fraud by carrying out regular audits on the internal and external systems/ processes as well as providers.
• Prepare regular care reports to clients, management and advice medical underwriting section on relevant care findings for medical risk review.
• Delegated Authority:  As per the approved Delegated Authority Matrix.

• Perform any other duties as may be assigned from time to time.

Knowledge, experience and qualifications required:

• Diploma/Degree in Nursing or Diploma in clinical medicine or Diploma in Pharmacy.
• Professional qualification in Insurance (ACII, FLMI or IIK) – added advantage.
• 6-8 years’ experience in medical claims handling two of which should be in a supervisory position in a busy insurance office.
• Knowledge of insurance concepts.
• Technical/ Functional competencies.
• Knowledge of insurance regulatory requirements.
• Knowledge of insurance products.
• Sales and marketing management skills.