Client Management Officer

5 days ago

Makati City, National Capital Region, Philippines HR Network Inc. Full time ₱900,000 - ₱1,200,000 per year

Client Management Officer Job Description:

The Client Management Officer is responsible for developing and executing strategies to foster deeper engagement with existing HMO corporate clients. This role focuses on driving client satisfaction and building strong client partnership, managing utilization cost of healthcare services, exploring opportunities to upsell / cross-sell, and ensuring renewal / retention from negotiation to closing. Responsibilities are:

  1. Develop and implement client engagement strategies aligned with the company's overall goals for client retention and satisfaction.
  2. Analyze client data (demographics, health status, utilization patterns) to identify segments and tailor engagement initiatives to specific needs.
  3. Proactively monitor client satisfaction and identify opportunities to improve service delivery. Oversee actions to address potential issues.
  4. Conduct regular client meetings to review account performance, discuss upcoming renewals, and identify opportunities for upselling or cross-selling additional services.
  5. Educate clients on the full range of HMO benefits, programs, and resources available to their employees.
  6. Design and execute client communication campaigns and events across various channels (email, SMS, app notifications, print materials) to promote health awareness, encourage preventive care, and inform members about available resources / services. Gather and analyze client feedback to identify areas for improvement in service delivery and communication.
  7. Prepare reports: activity management; renewal status and progress
  8. Initiate, negotiate, and close account renewal, including achievement of appropriate rate action to ensure account profitability
  9. Oversee client collection / payment for renewals.
  10. Oversee management of accurate client records, including contact information, membership data, and service utilization reports.
  11. Collaborate with internal departments (e.g., customer service, provider network, marketing) to ensure a consistent and positive client experience across all touchpoints.

KPIs are:

  1. Persistency / renewal ratio and rate action (growth)
  2. Client satisfaction scores (e.g. Net Promoter Score)
  3. Client activity / productivity (e.g. client meetings: number, frequency, consistency, and quality of meetings)

Requirements:

  1. Bachelor's degree in Marketing, Communications, Public Health, or a related field.
  2. 2-5 years experience in client engagement, customer relationship management, or a similar role, preferably within the healthcare or insurance industry.

MUST

  1. Strong written and verbal communication skills, with the ability to engage client POCs across several levels of the organization.
  2. Customer orientation
  3. Ability to build and maintain strong relationships and manage high-level stakeholders
  4. Collaboration with teams to deliver client / member experience and address concerns

GOOD TO HAVE

  1. Project management and organizational skills.
  2. Data-driven analysis; ability to draw value-added insights to identify opportunities
  3. Business acumen: ability to understand client business and drive opportunities for growth / profitability / customer experience enhancement

Reporting Structure:

This position may or may not have direct supervisory responsibilities (leading and mentoring Customer Care Officers as assigned).

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