Award Winning Pan-African Firm
Afex River Camp, Stadium Road, Juba.
Available 24 hours, 7 days a week
(211) 924 603 638

Case & Customer Relations Manager

September 11, 2023

Position Overview: Duties and responsibilities will include case management, claims administration, stakeholder’s representation, special management duties, carrying out client awareness programs, developing processes and systems that create efficiency & effectiveness in supporting client’s needs, creating customer satisfaction and any other responsibilities as may be allocated.

Main Objectives

  • Case Management and Claims administration.
  • Client Relationship
  • Stake holder relationship Management
  • Special Management Duties
  • Any other responsibilities as may be allocated from time to time

Key Performance Indicators:

Case Management (40%)

  • Appointing of Service providers
  • Approving and/or authorizing cases at the service providers
  • Auditing of service providers from time to time
  • Follow up on admissions, client visits in hospitals to ensure Quality service


  • Organizing Member education and specialized talks claims processing
  • Claims approval within reasonable and customary guidelines
  • Claims vetting
  • Monitoring that all bills have been paid within the agreed timelines

Client relationship (20%)

  • Conducting presentations and member education to clients
  • Provide clients with timely scheme performance reports as per turnaround timelines.
  • Coordinate marketing/promotion activities on Healthcare solutions with the Business development
  • Liaison between Customer service and Business development to ensurebuilding of the brand and provision of product information to clients.
  • Link between the Healthcare clients, other unit clients to ensure cross-selling.

Customer Service (10%)

  • Coming up with a quarterly customer Satisfaction audit of all clients and come up with ways to enhance it.
  • Ensure 100% retention of existing business through efficient and effective service delivery within specified time lines
  • Come up with a realistic service level agreement throughout the Service chain.
  • Carry out Healthcare risk management to identify areas of enhancement and developing new ways to manage existing accounts resulting in generic growth.

Stake holder relationship (30%)

  • Ensuring good relationships with the underwriters as part of our service chain
  • Developing new ways to assist clients in terms of mode of payment to ensure no break in cover.
  • Monitor the existing market and competition activities to ensure opportunities for new customer acquisitions, retention and advising BD team appropriately.
  • Any other responsibilities as may be allocated from time to time.

To apply, send your CV to by 11th April 2023.