Vacancy Details

Reference ID NHIMA-8
Position SENIOR POLICY SERVICES OFFICER
Directorate Health Insurance Services(HIS)
Position Type Permanent
Location Lusaka
Key Responsibilities

The key functions of the role will include but not limited to;

  • Supervise enrolment processes to ensure automatic and manual registrations meet set criteria.
  • Monitor and verify member eligibility, especially in response to life changes (employment, income, family status).
  • Review and authorize income-based contribution adjustments based on verified salary, or household income changes.
  • Provide guidance to principal members and beneficiaries regarding policy entitlements, claims, and access to services.
  • Manage coverage amendments arising from marriage, childbirth, retirement, or other significant life events.
  • Ensure timely updates of Principal and beneficiary records in the system.
  • Collaborate with claims and provider relations units to resolve discrepancies and improve turnaround time.
  • Prepare data audit/cleaning reports.
  • Oversee transitions of members across jobs, regions, or into retirement to ensure uninterrupted coverage.
  • Maintain accurate exit and transfer records in the system, including death notices etc.
Education Requirements
  • Grade twelve (12) School certificate with 5 ‘O’ levels with credit or better including Mathematics and English Language
  • Health Insurance, or any Social Security related qualification will be an added advantage.                                                                                                                                       
  • Bachelor’s degree in Social Sciences, Business Administration, Insurance, or related field.
  • Minimum 5 years’ experience in Health Insurance Administration or Policy Holder services.
Required Skills
  • Strong understanding of Social Health Insurance systems and lifecycle-based policy administration.
  • Proficiency in Microsoft Office Suite and any Member Information System.
  • Ability to manage sensitive member data and maintain confidentiality.
  • Excellent analytical, organizational, and communication skills.
  • Proven ability to train, lead, and supervise Junior staff
  • Must have good interpersonal skills.
  • Attention to detail and excellent analytical skills
  • A valid driving Licence. 
Years of Experience 5
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