Purpose:

To provide general customer service in respect to medical business customers.

Primary Responsibilities:

• Receive and respond to Medical Emergency lines and ensure 24-hour coverage of the Call Centre.
• Handle phone calls and visitors, as well as resolve customers’ communication through electronic and physical channels.
• Issuance of both in and outpatient approvals for admissible requests for insured members.
• Communication to stakeholders on management of cases and financial liability through reports.
• Provide input for the customer service reports.
• Share daily/weekly and monthly reports as may be required from time to time.
• Participate in cost management initiatives/strategies that have been put in place by the business.
• Handle customer service issues and queries in a timely manner.
• Escalate Customer queries to the relevant job role if necessary.
• Maintain professional ambience within the office premises.
• Promote the organization’s customer service charter.

Key Skills, Knowledge, Experience and Behavioral Competencies
Academic and Professional Requirements

Education – Minimum Qualification – Diploma in Clinical Medicine/Nursing (KRCHN)     

• Customer Experience training will be an added advantage.     

Experience Required:

 Description    Required years of experience

• Relevant experience in busy health environment  –  3 years
• Experience in a medical call centre management unit  –  1 Year

How to Apply:

If you have the aforementioned professional and academic qualifications and you are ready to execute the above mandate, strictly apply through:  https://cic.co.ke/career/ clearly indicating the position being applied for.

N/B: This job advert is open to both internal and external candidates.