CIC Insurance Group Limited, commonly referred to as CIC Group, is an insurance and investment group that operates mainly in Kenya, Uganda, South Sudan and Malawi

About the Role

Reporting to the Senior Manager – Client Retention, this role is responsible for driving business retention and revenue growth by building and nurturing strong, long-term client relationships. Key role is to build and maintain strong client relationships within the medical sector by delivering efficient, customer-focused services that enhance the client experience, drive repeat business, increase client lifetime value, and generate valuable referrals.

Key Responsibilities

Service Delivery Management

• Co-ordinate dispatch of renewal notices and confirm renewals through active client engagement.
• Initiate renewal meetings with the client or with intermediaries
• Assisting on Tender preparation and review for schemes in our books.
• Conduct scheme quarterly performance and service review meetings with clients to identify and address service gaps.
• Train scheme members on awareness on their policy and best utilization practices such as hospital access, benefit management etc.
• Educate scheme members on Wellness Programs to enhance healthy living through medical camps and health talks – involves evaluation of common ailments claimed in a scheme.
• Ensure timely and efficient follow up on questions, issues, reimbursements approvals and other ad-hoc points of communication between clients and CIC.
• Communicate to clients on reimbursements payments and declines.
• Follow up with Care -Team on approvals for services not pre-approved or delayed.
• Coordinate consistent updates to clients on phone and email on any changes or improvements affecting their policy.
• Receive and transmit all member addition and deletion instructions to the Medical Underwriting team.
• Receive and transmit all invoices and credit notes to the clients.
• Sharing of membership numbers and training members on healthcare service Access.
• Share monthly scheme Funds reports by the 10th day of every Monthly and ensure timely collection.
• Share quarterly scheme utilization reports and plan in consultation with the contact persons for quarterly performance review meetings.
• Follow up on historical and current debts.
• Update the Scheme’s contact person on daily admission updates and death notifications.
• Handling day-to-day queries via email, phone, or in person when necessary.
• Ensuring timely and effective follow-up on any questions, issues, or other communications between the Client and CIC.
• Share renewal endorsements, policy documents and contracts.

Audit, Compliance & Risk Management

• Strict adherence to all regulations, statutes, standards, practices and all internal processes and procedures as per the relevant manuals and comply with all relevant external legislation and regulations with regard to Compliance requirements.
• Ensure that as a staff you actively contribute to the department/division attaining a “good” rating in both internal and external audit by performing your role to the required standards and adhering to all internal processes and procedures as per relevant manuals, policies and regulations of the Company.
• Ensure that all risk management requirements within your remit are addressed and where necessary escalated through the available defined channels

Who We’re Looking For

Essential Knowledge/Skills and Experience Required:

• Bachelor’s degree in a Business-related or relevant field
• Diploma in Insurance is added advantage
• 3 years’ experience

• Co-ordinate dispatch of renewal notices and confirm renewals through active client engagement.
• Initiate renewal meetings with the client or with intermediaries
• Assisting on Tender preparation and review for schemes in our books.
• Conduct scheme quarterly performance and service review meetings with clients to identify and address service gaps.
• Train scheme members on awareness on their policy and best utilization practices such as hospital access, benefit management etc.
• Educate scheme members on Wellness Programs to enhance healthy living through medical camps and health talks – involves evaluation of common ailments claimed in a scheme.
• Ensure timely and efficient follow up on questions, issues, reimbursements approvals and other ad-hoc points of communication between clients and CIC.
• Communicate to clients on reimbursements payments and declines.
• Follow up with Care -Team on approvals for services not pre-approved or delayed.
• Coordinate consistent updates to clients on phone and email on any changes or improvements affecting their policy.
• Receive and transmit all member addition and deletion instructions to the Medical Underwriting team.
• Receive and transmit all invoices and credit notes to the clients.
• Sharing of membership numbers and training members on healthcare service Access.
• Share monthly scheme Funds reports by the 10th day of every Monthly and ensure timely collection.
• Share quarterly scheme utilization reports and plan in consultation with the contact persons for quarterly performance review meetings.
• Follow up on historical and current debts.
• Update the Scheme’s contact person on daily admission updates and death notifications.
• Handling day-to-day queries via email, phone, or in person when necessary.
• Ensuring timely and effective follow-up on any questions, issues, or other communications between the Client and CIC.
• Share renewal endorsements, policy documents and contracts.
• Strict adherence to all regulations, statutes, standards, practices and all internal processes and procedures as per the relevant manuals and comply with all relevant external legislation and regulations with regard to Compliance requirements.
• Ensure that as a staff you actively contribute to the department/division attaining a “good” rating in both internal and external audit by performing your role to the required standards and adhering to all internal processes and procedures as per relevant manuals, policies and regulations of the Company.
• Ensure that all risk management requirements within your remit are addressed and where necessary escalated through the available defined channels

• Client relationship management
• Business development
• Service delivery management
• Communication
• Problem-solving
• Audit and compliance
• Risk management

• Bachelor’s degree in a Business-related or relevant field
• Diploma in Insurance is added advantage