Ensure all teams meet service level agreement (SLA) requirements with the Scheme, overseeing fund administration at Trustee level where required.
Compile and distribute documentation for committee meetings within agreed deadlines.
Manage unresolved queries and disputes relating to Scheme benefits and rules within specified turnaround times.
Maintain the Scheme intranet and website content.
Compile and prepare various reports.
Maintain accurate records of queries and corrective actions taken.
Contribute to the annual benefit design process by identifying product gaps through escalations and query trends.
Monitor claim rejection trends to ensure compliance with Scheme rules and make recommendations where necessary.
Support the Scheme’s PR/marketing service provider with newsletters, magazines, and member communication material.
Verify member attendance at AGMs and other Scheme events where required.
Conduct member surveys as agreed with the Scheme.
Attend Scheme meetings both onsite and virtually.
Schedule Scheme meetings and coordinate meeting invitations.
Prepare and deliver presentations to stakeholders as required.
Attend client roadshows to assist with onsite query resolution, benefit training, and medical scheme inductions.
Respond promptly to client enquiries, concerns, and requests to maintain high levels of client satisfaction and retention.
Support the Fund Manager in communicating Scheme requirements to internal teams, ensuring SLA adherence and implementing corrective actions where necessary.
Assist the Fund Manager in engaging with non-compliant departments, interpreting and presenting data to the Scheme and Trustees, and maintaining effective internal communication channels.
Provide training and guidance to internal staff on fund-related matters to ensure understanding of Scheme rules and processes.
Identify opportunities to improve cost-effectiveness and operational efficiency through optimal resource utilisation.
