(a) 制訂和推行自願醫保的宣傳推廣策略和消費者教育工作；

(b) 策劃和舉辦大型活動及各種活動以推廣自願醫保、加強消費者教育及與持份者聯繫，例如廣告宣傳、社交媒體傳訊、自願醫保網站內容管理、刊物、展覽會、簡介會等；

(c) 訂立處理查詢及投訴的內部運作實務及程序；

(d) 培訓和管理團隊以處理查詢及投訴，包括就查詢及投訴進行調查，以及就接獲的轉介和有關跟進行動與其他機構協調；

(e) 制訂和推行自願醫保的註冊制度，以確保參與計劃的承保機構承諾遵從自願醫保在產品銷售、保單轉移及產品認可程序等方面的規定；

(f) 制訂和推行產品認可制度，包括根據既定的循規規定審核由承保機構提交作銷售和續約的保險產品，以決定該些產品是否合資格成為自願醫保的認可產品；以及

(g) 履行其他由上級指派的職務。

背景:
自願醫保計劃(自願醫保)是食物及衞生局就個人償款住院保險產品推行的一項政策措施，承保機構和消費者的參與均屬自願性質。在這計劃下，自願參與的承保機構須提供食物及衞生局認可為符合計劃要求的個人住院保險產品，供消費者選擇是否申請投保。

自願醫保計劃辦事處是食物及衞生局轄下新設的常規辦事處，職責包括為參與計劃的承保機構註冊，審核個人償款住院保險產品以確認產品的認可資格，執行計劃的規管，推行宣傳及消費者教育項目，監察計劃成效，訊息發放及統計數據整理，與處理查詢及投訴等。

(a) Develop and implement the strategy on publicity, promotion and consumer education of the VHIS;

(b) Plan and organise events and activities to promote the VHIS, enhance consumer education and liaise with stakeholders, such as advertising social media communications, managing the VHIS website content, publication, exhibitions and briefings;

(c) Set up internal operating practices and procedures to handle enquiries and complaints;

(d) Train and supervise the team to handle enquiries and complaints, including to carry out investigation and coordinate with other organisations on referral and follow-up actions in handling enquiries and complaints;

(e) Develop and implement the registration system of the VHIS for participating insurers to secure their undertaking to comply with the scheme requirements in product offering, migration and product certification procedures, etc.;

(f) Develop and implement the product certification system to certify the new and renewed insurance plans submitted by insurers as VHIS-compliant insurance plans by vetting their product features against the prevailing complying requirements; and

(g) Carry out other duties as assigned by the supervisors.

Background:
Voluntary Health Insurance Scheme (VHIS) is a policy initiative implemented by the Food and Health Bureau (FHB) in respect of individual indemnity hospital insurance products. The scheme is based on voluntary participation by insurers and consumers. Under the scheme, the participating insurers will offer individual hospital insurance plans that are certified by FHB to be compliant with the scheme requirements. It is voluntary for consumers to purchase the plans.

The VHIS Office is a new and regular office set up under the FHB to implement the VHIS. Its duties include registration of the participating insurers, vetting of individual indemnity hospital insurance plans for certification of compliance status, enforcement of scheme regulations, undertaking of publicity and consumer education programs, monitoring of scheme performance, information dissemination and compilation of statistics, as well as handling of enquiries and complaints, etc.