Career Opportunities at Jubilee Insurance

Job Ref. No: JHIL104

Role Purpose

The job holder will be responsible for attending to intermediary, customer, and providers queries by determining their requirements, answering to these inquiries, resolving problems, and fulfilling customer’s requests. The holder will be required to ensure excellence in all customer interaction and offer memorable experiences.

Main Responsibilities
Operational

• Delivery exceptional customer experience in all interactions on call and email by maintaining highest level of professionalism.
• Manage urgent or critical cases promptly, coordinating immediate interventions and connecting with emergency services as needed.
• Issuing preauthorization approvals for all outpatient, dental, optical, and inpatient cases.
• Keep a clear complaint tracker and ensure timely resolution of all complaints and escalations.
• Respond to potential/existing customer and intermediaries’ inquiries by providing and/or clarifying with the desired information.
• Identify appropriate specialists, services, or community resources that can contribute to the member's overall health and well-being.
• Resolves complaints by clarifying issues and exploring answers and alternative solutions, implementing solutions, and escalating unresolved complaints.
• Evaluate the healthcare needs, history, and current condition of members to develop a clear understanding of their healthcare requirements.
• Ensure strict process compliance in line with the business lines objective.
• Selling additional products by recognizing opportunities to cross-sell or up-sell new benefits.
• Maintain and improve quality results by adhering to standards and guidelines, recommending improved procedures.
• Generate reports on the various engagements and feedback collected. Contribute to quality improvement initiatives by providing insights and feedback to enhance care processes and outcomes.
• Collaborate with dental professionals, specialists, and providers to coordinate and facilitate comprehensive dental care for insured members.
• Review all treatment plans, ensuring they align with medical guidelines, member needs, and insurance coverage.
• Engage with insured members to explain treatment options, address concerns, and support them throughout their healthcare journey.
• Identify appropriate specialists, services, or community resources that can contribute to the member's overall health and well-being.

Key Competencies

• Empathy skills
• Listening skills
• Verbal communication
• Adaptability 
• Attention to detail.
• Good Interpersonal relationships
• Ability to multi-task
• Proficiency in optical terminology and eyecare processes.
• Proficiency in dental data analysis and interpretation.
• Proficiency in medical terminology.

 Qualifications

• Graduate from a recognized university
• Medical professionals have an added advantage.
• Proficient in the use of Microsoft Office suite and packages

 Relevant Experience

• Minimum of 1 year experience in a Call Centre environment. 

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Job Ref. No: JHIL105

Role Purpose

The Customer Excellence Executive is responsible for driving customer-centric strategies and initiatives to enhance the overall customer experience and satisfaction within JHIL. This role focuses on delivering exceptional service, optimizing processes, and fostering a customer-centric culture to ensure policyholders' needs are met and exceeded.

Main Responsibilities
Operational

• Outbound Campaigns: Undertake outbound campaigns to existing and potential customers to gather feedback, address concerns and provide pro-active assistance.
• Customer Interaction: Handle customer inquiries, concerns, and issues through various communication channels, ensuring prompt and effective resolution.
• Service Quality: Maintain high standards of service quality, adhering to established protocols, guidelines, and customer service standards.
• Data Management- Accurately document customer interactions, feedback, and relevant information in the CRM System, provide insights and feedback to contribute to the continuous improvement of customer experience processes.
• Customer Feedback Analysis: Analyze customer feedback, complaints, and surveys to identify trends, areas for improvement, and opportunities to enhance the customer experience.
• Service Metrics Tracking: Monitor and track key performance indicators (KPIs) such as response times, customer satisfaction scores, and resolution rates.
• Issue Resolution: Work to resolve escalated customer issues, collaborating with relevant teams to ensure timely and satisfactory outcomes.
• Service Improvement Initiatives: Collaborate with cross-functional teams to develop and execute initiatives aimed at enhancing the overall customer experience.
• Customer Communication: Communicate with customers to provide updates, information, and assistance related to their insurance coverage and inquiries.
• Stakeholder Collaboration: Collaborate with internal teams, such as claims, underwriting, and provider relations, to ensure coordinated efforts in customer service.
• Service Recovery: Implement strategies for service recovery in cases of customer dissatisfaction, aiming to rebuild trust and retain customers.
• Technology Utilization: Utilize customer service technology tools to efficiently manage interactions, track cases, and provide support.
• Service Reporting: Prepare reports on customer service performance, trends, and improvement initiatives for management and stakeholders.
• Product/ service Knowledge: Stay informed about the company’s products, services, and policies to effectively communicate information to customers. Continuously update knowledge base with the latest information to better assist customers.
• Continuous Learning: Suggest innovative ideas and approaches to enhance the customer experience and streamline processes.

Key Competencies

• Empathy skills
• Listening skills
• Verbal communication
• Adaptability
• Attention to detail.
• Good Interpersonal relationships
• Ability to multi-task
• Proficiency in optical terminology and eyecare processes.
• Proficiency in dental data analysis and interpretation.
• Proficiency in medical terminology.

 Qualifications

• Bachelor’s degree in business administration, Healthcare Management, or a related field.
• Relevant certifications in customer service or customer experience are advantageous.
• Medical professionals have an added advantage.

 Relevant Experience

• Minimum of 3 years’ experience in a Call Centre environment.