Job Summary

The Branch Manager will oversee the operations of the branch office, ensuring seamless delivery of HMO services. The Branch Manager will serve as the primary point of contact for both members and healthcare providers within the region. This role also includes the responsibility for business development, managing relationships with local healthcare providers, and ensuring that the branch meets its financial and operational goals. The Branch Manager will work closely with the head office to align branch operations with corporate objectives, ensuring high standards of service delivery to enrollees.

Responsibilities

Branch Operations Management

• Oversee day-to-day operations of the Kaduna branch, ensuring smooth delivery of HMO services to enrollees and providers.
• Ensure compliance with HMO policies, procedures, and regulatory standards in all branch operations.
• Supervise branch staff, including enrollment officers, claims officers, and customer service teams, to ensure high performance and operational efficiency.

Business Development & Provider Relations

• Actively develop new business opportunities, including engaging with local employers to offer HMO membership to their employees.
• Manage relationships with local healthcare providers, ensuring effective contract management and service delivery.
• Lead efforts to expand the branch’s provider network by negotiating with hospitals, clinics, and healthcare professionals in the Kano region.

Customer Service & Member Engagement

• Ensure that enrollee concerns are addressed promptly and efficiently, with a focus on member satisfaction.
• Develop and implement strategies to increase member retention and engagement within the Kano branch.
• Handle escalated member complaints and resolve issues to their satisfaction, maintaining strong relationships.

Data Protection & 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 the Managing Director and Vice Chairman as may be required towards serving the Board, Management and staff.

Qualification

Education

• Bachelor’s degree in Healthcare Management, Business Administration, or related field.

Experience

• Minimum of 5 years of experience in healthcare or HMO management, with at least 2 years in a leadership role.
• Certification in healthcare management or business administration is a plus.

Skills and Competencies

• Strong leadership and management skills, with the ability to manage multi disciplinary teams.
• Excellent communication and relationship-building abilities, especially within the local healthcare and business communities.
• Knowledge of the HMO model, including insurance claims, provider networks, and healthcare service delivery.

KPIs and Performance Metrics

1. Branch Growth: Increase in membership and provider network expansion in the Kaduna region.
2. Service Delivery Efficiency: Improvement in service delivery times (e.g., claims processing, member inquiries).
3. Provider Satisfaction: Positive feedback from local healthcare providers regarding collaboration and communication.
4. Customer Satisfaction: Improvement in enrollee satisfaction and retention rates in the Kaduna region.