MetroHealth HMO Limited is a Health Maintenance Organization focused on delivering quality healthcare services to corporate entities and individual subscribers. The organization leverages technology to enhance customer experiences and provide efficient patient-centered services. MetroHealth offers comprehensive health coverage at affordable rates and is accredited by the National Health Insurance Scheme (NHIS).
Role Description
– Cultivate, establish and maintain business relationships with assigned clients, their members, and representatives.
– Exceptional responsiveness to client requests; troubleshoot problems to ensure member satisfaction
– Anticipate/identify key client challenges and proffer solutions where necessary
– Update and keep accurate client details and directory
– Frequently monitor client satisfaction with services provided
– Maintain regular interaction with assigned clients, through scheduled meetings or via telephone or
written communication
– Liaise with different departments about client queries
– Ensure a seamless ‘end to end service for clients across all interfaces with the Company
– Develop effective communication platforms for clients
– Demonstrate expert knowledge of the Company’s products and services.
– Prepare Business Case forms for client renewals following scheduled processes and departmental
policy
– Arrange periodic review meetings with client contacts; prepare the necessary reports for, and call
memos of, such meetings and follow up as necessary
– Prepare and provide a weekly schedule of planned activities
– Conduct customer service workshops such as “How the Scheme Works”, IT systems training
(where relevant), and other relevant presentations
– Ensure prompt delivery of ID cards for members
– Work with the Billing department to ensure prompt payment of premiums
– Keep accurate correspondence records for clients
– Escalate client issues or challenges promptly, following departmental policy
– Ensure client service agreements are prepared and executed by all clients, working with the Legal department.
Ensure repeat-business / scheme renewals by clients.
– Develop and foster growth within existing clients through proactive soliciting for additional
members and/or up-selling to higher plans and/or value-added services and products
– Support Sales department by communicating existing customer feedback
– Any other assignment as required by Management
Requirements
– A degree in Social Sciences/ business or any related field.
– Minumum of 2-3 years cognate experience within the HMO space.
– Calm, polite, and professional behaviour and demeanor
– High service orientation
– Ability to work independently and be self-motivated
– Excellent interpersonal communication skills, both verbal and written.
– General business knowledge
-Strong organizational and time management skills
– Computer literate with competency in Microsoft PowerPoint, Excel, Office 365/Skype, and Word
