Call Centre Nursing Executive

About

Provide general customer service for medical business customers, including responding to medical emergency lines and issuing approvals for admissible insured-member requests. The role requires a Diploma in Clinical Medicine/Nursing (KRCHN), three years of relevant experience in a busy health environment, and one year of experience in a medical call centre management unit. Duty station: Nairobi, Nairobi, Kenya. Terms of service: Contracted.

How to apply

Apply online through the official CIC Group career page. Complete the application form and attach or paste a resume; accepted resume formats are .pdf, .doc, .docx, .odt, .txt, or .rtf (limit 5MB).

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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.

Qualifications

• Minimum Qualification - Diploma in Clinical Medicine/Nursing (KRCHN).
• Experience Required: Three years of relevant experience in busy health environment.
• One year experience in a medical call centre management unit.