Client Service Manager at LEAD Enterprise Support Company Limited

Job Summary

The Client Service Manager is responsible for ensuring excellent service delivery, enrollee satisfaction, and effective communication between clients, healthcare providers, and internal departments. This role oversees client relations, manages escalations, drives service improvement initiatives, and ensures compliance with NHIA service standards. The ideal candidate is customer-focused, organized, and experienced in healthcare or insurance customer service operations.

Key Responsibilities

Client Relationship Management

• Serve as the primary contact for corporate clients, ensuring timely responses to inquiries and concerns
• Build and maintain strong relationships with clients to support retention and renewal
• Conduct periodic client visits, service reviews, and satisfaction assessments

Enrollee Support & Satisfaction

• Oversee resolution of enrollee complaints, service gaps, and access-to-care challenges
• Ensure prompt processing of enrolments, ID cards, benefit clarification, and provider assignments
• Manage escalated issues from call center, field officers, or provider relations teams

Service Delivery Monitoring

• Track and monitor service quality across providers to ensure clients receive timely and appropriate care
• Collaborate with the Medical/Operations team to resolve authorization delays, claims issues, or service breakdowns
• Ensure compliance with NHIA service delivery and customer protection guidelines

Process Improvement & Quality Assurance

• Identify systemic issues affecting client satisfaction and recommend process improvements
• Develop and implement client service policies, SLAs, and service enhancement programs
• Monitor TAT (Turnaround Time) for various service requests and ensure targets are met

Reporting & Documentation

• Prepare weekly and monthly reports on client feedback, service requests, escalations, and performance metrics