Job Summary

The Client Services Executive is responsible for managing relationships with enrollees and corporate clients, ensuring prompt resolution of inquiries, complaints, and requests.

The role serves as a liaison between clients and internal teams to enhance satisfaction and improve service delivery in line with HMO standards. The ideal candidate must be proactive, courteous, and possess in-depth knowledge of health insurance processes.

Responsibilities

Client Interaction & Support

• Serve as the first point of contact for enrollees and clients on all service-related issues.
• Handle inbound and outbound communications via phone, email, or physical visits.
• Resolve client inquiries and complaints promptly, escalating complex issues when necessary.

Client Onboarding & Relationship Management

• Support onboarding of new clients and enrollees, ensuring smooth documentation and orientation.
• Build and maintain positive relationships with corporate clients and individuals.
• Schedule and conduct periodic client satisfaction check-ins and follow-ups.
  

Documentation & Reporting

• Maintain accurate client records and service logs.
• Track, report, and analyze service performance metrics and complaints.
• Submit timely reports to the Client Services Manager.
  

Collaboration with Internal Teams

• Coordinate with Claims, Underwriting, and Provider Relations to resolve client issues.
• Ensure prompt processing of ID cards, approvals, and access to care services.
  

Data Protection and Confidentiality

• Uphold the highest standards of confidentiality in handling company-related information, ensuring compliance with data protection laws and internal policies.
• Adhere to the company’s information security guidelines, including proper storage, transmission, and disposal of sensitive materials.
• Promptly report any suspected data breaches or unauthorized access to the appropriate company authority.
• Participate in periodic data protection training to stay informed about evolving security risks
  and best practices.

General Assignment

• Execute any other duties and tasks that may be designated or assigned by the Company.
• Participate in the knowledge sharing programme of the department and the company
• To provide supports to your manager, Managing Director and Vice Chairman as may be required towards serving the Board, Management and staff.
  

Qualification

Education

• Bachelor’s degree in Business Administration, Customer Service, Public Health, or related field.

Experience

• 2–5 years experience in client-facing roles within the HMO or healthcare sector.

Skills and Competencies

• Excellent communication and interpersonal skills.
• Strong customer service orientation and problem-solving skills.
• Ability to multitask and work under pressure.
• Proficient in MS Office tools and CRM software.
• Knowledge of HMO operations and health insurance processes.

KPIs and Performance Metrics

1. Client issue resolution turnaround time.
2. Client satisfaction scores and feedback.
3. Accuracy and timeliness of documentation and reports.
4. Number of successful client follow-ups and retention rates.
5. Compliance with response timelines and service standards.