Call Centre Nursing Executive – Medical Contact Centre (Contract) At Cic Insurance

CIC Insurance Group Limited, commonly referred to as CIC Group, is an insurance and investment group that operates mainly in Kenya, Uganda, South Sudan and Malawi
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;