Call Centre Nursing Executive - Medical Contact Centre(Contract) Job at CIC Group

CIC Group

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Experience Required:3 Years
Total Positions:1
Job Type: Full Time
Job Category: Call Centre
Minimum Education: Degree
Job Location: Nairobi, Kenya
Posted on: December 5, 2021
Last Date: December 9, 2021

Job Description

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.
• 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.
• Handle customer service issues and queries.
• Escalate Customer queries to the relevant job role if necessary.
• Maintain professional ambience within the office premises.
• Promote the organization’s customer service charter.

GENERIC DUTIES
• Participate in planning and budgeting for the department.
• Support all Medical business events in both for internal events and those involving CIC Stakeholders and /or the general public.
• Participate in premium collection and renewal follow up for clients.

PERSON SPECIFICATIONS
Academic Qualifications
• Bachelor’s Degree In Nursing (KRCHN), Health Management Or In A Related Field
• Diploma in Nursing or Health System Management would be an added advantage
Professional Qualifications
• KRN/KRCHN

Experience
• Up to three (3) years’ relevant experience in busy health environment
• Experience in a medical call centre management unit will be an added advantage

Skills and Attributes
• Problem solving skills;
• Good analytical skills;
• Computer literate in MS Office and other office applications;
• Understanding of the working environment /competitors;
• Technical competence in insurance;
• Basic knowledge of regulations by AKI and IRA;
• High emotional intelligence.