Client Service Executive at Total Health Trust Limited (THT)

Total Health Trust Limited (THT), Nigeria’s leading Health Maintenance Organization (HMO) was founded in 1997 and commenced operations in June 1998. Renowned by our stakeholders for our reliability, we have been connecting our members to healthcare providers since 1998. Our unrivalled 18 years industry track record has seen us build a formidable reputation in Nigeria and we remain the HMO of choice for over 300,000 members and over 500 corporate clients and government institutions. We were the first HMO to be registered in Nigeria and 18 years later, we are still number one in the market. We are one of the very few HMOs that can boast the financial and technical backing of a world class company – Liberty Health (a member of the Liberty Group).

We are recruiting to fill the position below:

Job Title: Client Service Executive

Location: Lagos
Employment Type: Full-time

Job Description

To own and facilitate the onboarding process to ultimately ensure that the member has immediate access to their policy from the commencement date
To resolve all queries and escalations due to the onboarding process in the agreed SLA to ensure a high level of customer service to the members
To educate all stakeholders (Employer groups) on the products and benefits of the scheme
To continuously collate all feedback on the scheme service levels and to offer immediate resolution and to report back to the relevant employer group
To design wellness value and solutions that can be rolled out to members and employer groups to ensure that Total Health Trust and Blue clients are well informed on general medical issues and scheme products
To represent the company at client functions and forums in order to keep key relationships with Employer groups
To conduct a periodic client clinical risk report
To own the renewals process, this includes new rates, amendments, SLA’s etc to ultimately ensure that the premiums are paid
To ensure that reports are received, analyzed, distributed and explained to the company and employer groups within the agreed timeline and relevant to the specific business area and need
To adhere to and live the organizational value.

Qualifications

The candidate must be a graduate. (BSc, BA, etc)
Additional qualification will be an added advantage
The ideal candidate must have 3 – 5 years of Experience in a Client Services role
Health Maintenance Organization (HMO) experience in a similar role is an added advantage
Able to work independently as well as a team
Good laboratory, organizational and administrative skills
Computer literacy
Service and customer-oriented
Communicate effectively, both verbally and in writing to agents, clients, and third parties via e-mail and/or phone.
Prioritize the list of outstanding issues to effectively handle urgent matters.
Ensure adequate follow-up and closure on daily tasks and projects.
Provide management with prompt, timely, and accurate information and escalate issues when appropriate.
Handle confidential information in a discrete and professional manner.
Ensure the tracking of client complaints in the company database to build contact history, identify trends, facilitate relationship building and provide management and client reporting