PHILIP ODAGA

• Responsible for Beneficiary Enrolment, Compliance Enforcement, Revenue Collection and Customer Experience Management
• Assisted with internal audits for ISO Standards ISO 9001:2015,ISO/IEC/ 2701;2022 and ISO 45001:2018.
• Developed comprehensive training programs to increase employer/Employee awareness of benefit packages under NHIF.
• Reduced the risk of financial risks by conducting thorough hospital bed surveillance on a regular basis.
• Investigation and Prosecution of non compliant Employers

• Developing and Implementing Registration and Compliance Strategies: Designed and executed registration, compliance enforcement, and revenue collection strategies for employers and employees across various sectors, including public, private, and informal
• Spearheading negotiations and managing Enhanced Medical Schemes and ensuring compliance with NHIF Act, related policies, and legislation
• Operational Strategy Development and Monitoring: Led the development, implementation, monitoring, and review of sustainable operational strategies related to Beneficiary Management
• Stakeholder Engagement: Engaged stakeholders to enhance the achievement of set targets in beneficiary management
• Ensured both employer and individual member accounts are managed appropriately
• Membership and Revenue Growth: Developed and implemented strategies to enhance membership and revenue growth
• Universal Health Coverage (UHC) Implementation: Overseen the entrenchment of Universal Health Coverage (UHC) principles within the Fund at Branch Level
• Investigation and prosecution of non compliant employers

a) Customer pulse: Mapped out what matters most to NHIF Customers and their pain points. Implemented robust customer feedback mechanisms, such

as surveys, interviews, focus groups, etc. to gather insights and drive data-

driven decision-making.

b) Strategy: Developed and implemented a customer retention framework

c) Internal customer training: Developed and delivered training programs to educate employees at Branch levels about the importance of customer

acquisition, retention and empower them to deliver exceptional customer experiences.

d) Stakeholder management: Identified and coordinated relevant stakeholders to ensure the achievement of Front Office goals – this includes forming a

steering committee, setting a regular meeting cadence etc. to ensure the progression and achievement of goals.

e) Champion innovative thinking: Developed and implemented innovative approaches to providing customers with a top-tier experience at NHIF.

e) Industry Trends: Stayed abreast of industry trends, best practices, and emerging technologies in customer experience management, and leverage insights to continuously elevate approaches to customer retention and satisfaction through driving innovation and client experience.

• ) Acted as main link between NHIF and the customers and ensured an effective communication and mutual understanding of NHIF product.
• Streamlined office supply inventory tracking systems resulting in reduced costs and improved availability of necessary resources for staff members.
• Demonstrated versatility in handling diverse clerical tasks including scheduling appointments, answering phones proper filling system
• Prepared comprehensive reports for senior management, providing valuable insights for informed decision-making processes.
• Improved office efficiency by streamlining document filing systems and managing electronic records.