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Medical Contact Centre Assistant At Britam – APPLY NOW

  • Job TypeContract
  • QualificationBA/BSc/HND , Diploma
  • Experience3 – 5 years
  • LocationNairobi
  • Job FieldCustomer Care  , Media / Advertising / Branding 

Job purpose:

The role holder will be responsible for answering calls in a professional and informative manner and CRM case logging as necessary. Provide timely and appropriate responses to clients and/or assign tickets to the right person or department.

Key responsibilities:

  • Handling customer queries, complaints, instructions received through call and email communication.
  • Interact with clients, intermediaries  and service providers to ensure that the care is given within policy guidelines.
  • Set the appropriate parameters for admission cases i.e. claim reserve, initial authorized cost, cover benefits  and duration.
  • Respond to queries from clients, intermediaries and service providers through answering telephone calls, interviewing clients and verifying information. Liaise with underwriters on scope of cover for the various schemes benefits.
  • Ensure that medical scheme members are attended to round the clock.
  • Prepare periodic care reports for management on medical matters/ issues.
  • Maintains and improves quality results by adhering to standards and guidelines while recommending improved procedures with a QA score target.
  • Ensure clients outpatient approvals are issued via email as per SLA.
  • Facilitate admissions and discharges appropriately.
  • Maintains communication equipment by logging in interactions through CRM for traceability / visibility.
  • Maintain and monitor telephone budget allocation to ensure lines are diverting to E1 lines.
  • Delegated Authority:  As per the approved Delegated Authority Matrix.

Key Performance Measures:

  • As described in your Personal Scorecard.

Knowledge, experience and qualifications required

  • Degree/ Diploma in Nursing or related medical field.
  • 3 – 5 years in a similar role. 
  • Knowledge of insurance regulatory requirements.
  • Knowledge of Britam products and services. 

Method of Application

Interested and qualified? Go to Britam on to apply

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