Job Purpose and Key responsibilities

The role holder will be responsible for ensuring the customer expectations are exceeded by holding feedback meetings, health talk sessions and responding to their queries through email and helpline. The role-holder will also make sure monthly reports to clients and approval requests from medical service providers are attended timely, to provide seamless customer experience at the service point.

Key Responsibilities:

• Accurate capture and maintenance of client data
• Preparation and issuance of medical cards within set time frames
• Attend to correspondences and client queries through our 24/7 customer service number and emails within set timelines
• Assess and respond to service providers approval request within set service levels
• Coordinate and facilitate clients quarterly feedback meetings
• Coordinate and facilitate the clients wellness and health talk sessions
• Prepare and send monthly outpatient fund reports to clients
• Maintain and monitor the gym membership register and be the center of communication with gym service providers
• Deliver on performance ret information in order to inform and advise the business in terms of the best possible recommendations and decisions;
• Adherence to key performance areas, deadlines and goals in order to optimise operational effectiveness;
• Effectively communicate resource needs, possible opportunities and achievements to management;
• Effectively monitor priorities and objectives;
• Understand own objectives in relation to the larger organisational impact;
• Effectively disseminate knowledge within the correct context, towards management;
• Appropriately act out the company values;
• Access accurate and consistent information and services across all channels;
• Ensure a seamless experience for clients;
• Improve service delivery for clients;
• Engage in continuous brand building to become the trusted partners to clients.

Key Performance Measures.

• Number of health talks, wellness and feedback meeting sessions
• Timely processing and dispatch of cards within agreed Service Level Agreements
• Timely response to all client and service providers queries.
• Customer retention by policy count
• Customer net promoter score

Working Relationships

Internal Relationships:

• Accountable to Manager, Medical Business
• Required to liaise and work closely with other departments as may be necessary

External Relationships:

• Britam customers
• Britam Medical service providers
• Medical Insurance sector players

Knowledge, experience and qualifications required

Knowledge, experience and qualifications required

• Holder of a diploma academic qualification and above in insurance, health related fields, business, accounts and finance and customer service are more preferred.
• Computer skills, Ms Word, Excel & Power Point
• Experience in medical insurance industry will be an added advantage
• Knowledge of Tanzania insurance regulatory requirements
• Knowledge of Britam products.

Technical/ Functional competencies

• Problem solving skills
• Competent in English and Swahili languages
• Understanding of Britam products.
• Flexible in exploring new knowledge
• Excellent communication skills

• Accurate capture and maintenance of client data
• Preparation and issuance of medical cards within set time frames
• Attend to correspondences and client queries through our 24/7 customer service number and emails within set timelines
• Assess and respond to service providers approval request within set service levels
• Coordinate and facilitate clients quarterly feedback meetings
• Coordinate and facilitate the clients wellness and health talk sessions
• Prepare and send monthly outpatient fund reports to clients
• Maintain and monitor the gym membership register and be the center of communication with gym service providers
• Deliver on performance ret information in order to inform and advise the business in terms of the best possible recommendations and decisions;
• Adherence to key performance areas, deadlines and goals in order to optimise operational effectiveness;
• Effectively communicate resource needs, possible opportunities and achievements to management;
• Effectively monitor priorities and objectives;
• Understand own objectives in relation to the larger organisational impact;
• Effectively disseminate knowledge within the correct context, towards management;
• Appropriately act out the company values;
• Access accurate and consistent information and services across all channels;
• Ensure a seamless experience for clients;
• Improve service delivery for clients;
• Engage in continuous brand building to become the trusted partners to clients.

• Problem solving skills
• Competent in English and Swahili languages
• Understanding of Britam products.
• Flexible in exploring new knowledge
• Excellent communication skills

• Holder of a diploma academic qualification and above in insurance, health related fields, business, accounts and finance and customer service are more preferred.
• Computer skills, Ms Word, Excel & Power Point
• Experience in medical insurance industry will be an added advantage
• Knowledge of Tanzania insurance regulatory requirements
• Knowledge of Britam products.