Manager, Access and Client Satisfaction at Rwanda Social Security Board (RSSB): (Deadline 11 January 2024)
Exciting Career Opportunity at the Rwanda Social Security Board (RSSB) – Manager, Access and Client Satisfaction
Are you ready to embark on a transformational journey? We are seeking a dynamic and forward-thinking leader to join us as the Manager, Access and Client Satisfaction. If you thrive in dynamic environments and are committed to client satisfaction through quality medical services for our members, this is the opportunity for you!
The Rwanda Social Security Board aspires to transform towards a modern, high performing institution that is committed towards providing our members with quality medical services in real time and ensuring our members have the best customer experience through our partners.
If you have clear and effective verbal and written communication skills that enhance our member experience through our medical partners, then we are looking for you. In this pivotal role, you will manage RSSB’s medical schemes for our members by ensuring quality medical services and client satisfaction.
Reporting to the Head of Medical Insurance, the Manager, Access and Client Satisfaction will be responsible for overseeing that members of RSSB Medical scheme are accessing quality medical Services at real time through RSSB Partners; and developing and implementing strategies to ensure members have the best possible customer experience.
About RSSB
The Rwanda Social Security Board (RSSB) has the mandate to manage and promote social security in Rwanda. RSSB’s vision is to provide a comprehensive social security system that caters to the diverse social security needs of the population, RSSB plays an important role in realising Vision 2050 and the National Strategy for Transformation (NST1). RSSB manages six social security schemes, namely: Pension, Occupational Hazards, Medical scheme, CBHI, Maternity Leave Benefits and EjoHeza (Long-term Term Saving Scheme).
As a leading player in the financial sector, RSSB serves as the largest institutional investor in Rwanda. With assets under management amounting to 2.06 trillion Rwf , which is equivalent to over 15% of the country’s GDP, RSSB invests in key sectors of the economy and plays a crucial role in growing the country’s financial sector. With approximately 12 million members in the above six schemes, encompassing over 90% of Rwanda’s population, RSSB is at the forefront of securing the health and financial well-being of Rwandans.
To achieve its important mandate, RSSB is embarking on a transformative journey, aiming to become a modern, data-driven, and high-performing institution. As part of this ambitious initiative, we are seeking highly motivated individuals who are results-oriented and uphold the highest standards of professionalism and integrity. By joining RSSB, you will have the opportunity to actively contribute to the advancement of social security and overall transformation of Rwanda.
If you are passionate about making a meaningful impact, ready to embrace innovation and change, and eager to work in a dynamic and collaborative environment, then RSSB is the place for you.
Key Duties and Responsibilities
- Monitor the flux of medical benefits in order to identify health facilities where placement of Medical Access Facilitators is needed.
- Oversee the preparation of deployment plan for Medical Access Facilitators and coordinate implementation of the plan.
- Ensure that contracted health service providers abide by RSSB standards for enhanced customer experience.
- Monitor and control services provided to members through regular inspection visits of health service providers.
- In collaboration with the Corporate Affairs function, craft a communication strategy to the medical scheme members on benefits package and health service providers in partnership with the scheme.
- Coordinate all activities related to timely handling of requests and complaints from customers.
- Follow up the accident cases traceability, initiate subrogation process and ensure that related repayments are made.
- Oversee all activities related to medical fraud management including fraud prevention, detection and investigation and recommend action to be taken by competent authorities.
- Coordinate customer satisfaction surveys and evaluate processes and workflows; perform root cause analysis, identify and recommend improvement opportunities to ensure customer satisfaction.
- Develop policies, procedures and workflows to ensure consistent client satisfaction.
- Coordinate the preparation of strategic and business plans and their related budgets and ensure their implementation.
- Coordinate the preparation and timely submission of periodic and annual reports as required.
- In collaboration with the Human Capital function, participate in the recruitment, management and evaluation of staff under his/her supervision.
- Maintain effective working relationships with internal and external stakeholders to promote RSSB image.
- Perform any other duties related to Medical Access and Client Satisfaction function as may be assigned from time to time.
Key Qualifications and Experience
The successful candidate must have at least:
- Master’s Degree in a Clinical Medicine Field, Pharmacy, Public Health, Hospital Management, Business Administration, Marketing, Public Relations, Communication or any other relevant field preferably with 4 years’ relevant experience, 2 of which should have been in a senior officer role.
OR
- Bachelor’s Degree in Medicine, Pharmacy, Public Health, Hospital Management, Business Administration, Marketing, Public Relations, Communication or any other relevant field preferably with 6 years’ relevant experience, 2 of which should have been in supervisory role.
Key competencies
Technical Competencies:
- Strong customer care experience
- Strong marketing skills
- Strong Knowledge of the Pharmacy Industry
- Strong Knowledge of Pharmacy Sector Regulations and Standards
- Strong Knowledge of public health policies
- Strong Background in clinical medicine
- Benefits analysis and planning
- Metrics and Procedures to define Benefits
- Ability to analyse data and draw inferences
- Ability to connect the dots
- Managing Resources
Behavioral Competencies:
- Client Service Focus
- Communication & Interpersonal Skills
- Integrity and Confidentiality
- Proactive and Engaging
- Strong Personality
- Detail oriented
- Result and Data Driven
- Breakthrough Innovation
- Technology Savvy
- Strategic Thinking
Additional Information
The position is based in Kigali, Rwanda and applicants must be willing to relocate outside their countries of domicile.
RSSB reserves the right to appoint or to issue an employment contract to the successful candidate.
Interested candidates are advised to visit the RSSB website for a more detailed job description for the role, and submit your application online by 11 January 2024.
In addition, please attach a curriculum vitae that contains details of your qualifications, experience and positions held relevant to this role. Include your day and evening telephone numbers, email address, names and address of three professional referees. Also, attach copies of your academic and professional qualifications.
Any form of canvassing will lead to automatic disqualification.
Only short-listed applicants will be contacted.
Shortlisted candidates will be required to submit a valid Criminal Clearance Certificate.
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