Relationship Management Officer

Responsibilities:

• Report to the Senior Relationship Management Officer, the department head, 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, assigned to you and reviewed constantly.
• Work closely with the ICT department and any other appropriate authorities in NHIA for prompt treatment of all our requests for new registration forms, activation of submitted filled registration forms, activation of extra dependants forms, the printing of new identification cards, and any other requests. You are expected to give concise feedback to the organization and the clients, with a little prompt from both ends.
• Develop a data base of desk officers in all the assigned clients' locations and that of the individual enrollees for prompt response to changes in hospitals, mop-up exercises and every other issue relating to providing satisfactory services always.
• Adopt and maintain a standard template with a specific focus on plan type, number of enrollees, premium paid, activation and expiration date for all activated policies to keep a tab on the due date for renewal and generation of notification expiration of policy letter and possible withdrawal of enrollees.
• Ensure that a minimum of 90 days' reminder notice is given to all clients before the expiration of their policy.
• Collaborate with the Medical/Quality Assurance department in conducting the periodical clients and providers forum.
• Always work closely with other departments to ensure the organization renders hitch-free / satisfactory services to our existing / prospective clients.
• Ensure full compliance with the company's core values and topnotch performance related to high professionalism and best practice, particularly regarding client's requests, our timely fulfilment and follow-up on NHIA if it has to do with the public sector.
• Work closely with colleagues in the department to ensure smooth and hitch-free relationship management.
• Continually devise proactive customer service techniques to handle or resolve clients' challenges as the need arises.
• Constantly submit monthly reports 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 the random calling of enrollees and visits to enrollees on admission in any of our facilities in the FCT.
• Ensure the prompt packaging and delivery of the activation pack, which includes health care, 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 corrected adequately before being sent to our ICT Department for activation for ID card production and HIS ICT Department.
• Carry out quarterly client satisfaction surveys to sufficiently determine and calibrate the client's concerns about the services provided by their chosen facilities and our response time to their enquiries.
• Collaborate and actively participate in clients' health talks by pre-agreed schedules with the medical/Quality Assurance department.
• Develop evaluation tools to measure services, processes and procedures vis-à-vis client expectations and complaints.
• Collaborate with the Medical/Quality Assurance department to handle crisis management reasonably 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:

• Minimum academic qualification of a Degree in management, marketing, communication, or a similar field.
• Minimum of 5 years of work experience as a relationship Officer in customer service or a similar role in healthcare
• 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