Job: Client Services Manager at Cedarcrest Hospitals

PURPOSE OF THE ROLE

The Customer Service Manager oversees all aspects of customer service, including managing and coaching their team, developing new strategies, and ensuring customers receive exceptional service at every touch point. within the hospital. Maintain current customers and grow our customer base, maintain accurate correspondence records, meet regularly with management, update customer details, develop customer service policies, train junior customer service agents and recommend different product options to customers.

KEY PERFORMANCE AREAS

  • Effective follow-up to ensure HMO patients are accessing care that is covered by their insurance coverage.
  • Ensure that patient treatments and case notes are properly documented.
  • Monthly and annual reconciliation of unpaid invoices with corporate organizations.
  • Review patient case notes to verify which treatments they can access.
  • Explain benefits, eligibility status, procedures for processing registrations, and status of authorizations and referrals to patients/clients/businesses.
  • Ensure and maintain accurate documentation for all HMO patients/customers.
  • Respond to all HMO patient/customer inquiries and handle complaints accordingly.
  • Interface with corporate organizations through correspondence, emails and physical negotiations.
  • Liaise with all clients (private, family, corporate, state/LG, etc.) of the organizations.
  • Quickly analyze and resolve service issues.
  • Notify HM of complex customer issues for prompt resolution.
  • Work in accordance with company policies and procedures.
  • Identify and strategize on new business opportunities with clients.
  • Develop process improvements to improve service efficiency and effectiveness.
  • Provide support in new product development and improvement activities.
  • Provide assistance to less experienced staff when needed.
  • Prepare weekly, monthly, quarterly, semi-annual and annual reports for client relations and any other reports that may be required by HM or management.
  • Provide customer support services in an accurate and timely manner
  • Respond promptly to official correspondence.
  • Maintain a list of corporate organizations and monitor their contracts.
  • Receive complaints from all customers of the organizations and ensure they are resolved in a timely manner.
  • Ensure that surgical and non-surgical approvals / patient discharges are obtained in a timely manner.
  • Make sure patients are cleared by responsible units prior to surgery.
  • arranging logistics for out-of-state corporate clients, such as airport pickup, hotel accommodations, or room accommodations.
  • Ensure that medical reports and invoices are sent on time and due/required.
  • Facilitate effective communication between the hospital and other organizations/customers
  • Keep track of the specific relationship model with our client companies.
  • Handle other customer service issues.
  • Administration of medical mandate contracts with other organizations.
  • Perform any other task that may be assigned to you.

EDUCATION, CERTIFICATION AND EXPERIENCE REQUIREMENTS

  • Bachelor’s degree or HND in mass communication, secretarial or related field.
  • 5+ years of experience.
  • Nysc released certificate
  • 2+ years of proven work experience as an HMO Medical Officer of Health or similar role
  • Knowledge of office machines (e.g. fax, printer, etc.)
  • Knowledge of administrative procedures
  • Fluency in English (oral and written)
  • Excellent knowledge of MS Office (especially Excel and Word)
  • Strong communication and human relations skills
  • Good organizational and multitasking skills
  • Skills for problem solving
  • Orientation towards customer service.

PROFILE REQUIREMENTS

  • Strong verbal and written communication skills.
  • Great attention to detail
  • Excellent interpersonal skills.
  • Ability to analyze and solve problems
  • Perseverance and ability to influence others
  • A strategic approach to work

EDUCATION, CERTIFICATION AND EXPERIENCE REQUIREMENTS

  • Bachelor’s degree or HND in mass communication, secretarial or related field.
  • 5+ years of experience.
  • Nysc released certificate
  • 2+ years of proven work experience as an HMO Medical Officer of Health or similar role
  • Knowledge of office machines (e.g. fax, printer, etc.)
  • Knowledge of administrative procedures
  • Fluency in English (oral and written)
  • Excellent knowledge of MS Office (especially Excel and Word)
  • Strong communication and human relations skills
  • Good organizational and multitasking skills
  • Skills for problem solving
  • Orientation towards customer service.

PROFILE REQUIREMENTS

  • Strong verbal and written communication skills.
  • Great attention to detail
  • Excellent interpersonal skills.
  • Ability to analyze and solve problems
  • Perseverance and ability to influence others
  • A strategic approach to work


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