About the Job

This position is responsible for managing the retail renewal process for the assigned portfolio, maintaining customer service levels within the stipulated quality standards and driving revenue growth in the assigned portfolio/region.

Duties & Responsibilities

1. Retention of 100% of revenue from renewing individual members in the assigned portfolio.

2. Spearhead the retail renewal process and information gathering on individual AAR members.

3. Member Enrollment - Manage Member Onboarding/Additions/Deletions to assigned portfolio in conjunction with membership team.

4. Complaints and Query Management - Receive and Resolve client issues.

5. Scheme Performance Management - Generation of Utilization reports, Percentage of use reports, scheme reports and Member statements.

6. Reporting and Management of Hospitalization/Admissions in liaison with Care Managers.

7. Manage claim reimbursements in conjunction with claims department.

8. Members Engagement – Extend courtesy Calls to individual members on various activities – Satisfaction Surveys, Thank You Campaigns, Post Hospitalizations etc.

9. Receive and dispatch client documents and monitor receipt.

10. Communicate pertinent information to the clients on a regular basis.

11. Monitoring and evaluation of compliance with operating standards of the company.

12. Identify and recommend process improvements to enhance Customer Satisfaction.

13. Any other duties as assigned by the supervisor

Personal Attributes

1. Deliver 100% business retention rate for retail business within set budgets

2. Achieve a 90% Customer Satisfaction index.

3. Ensure adherence to customer service level agreements and retention benchmarks