Call Center Representatives

Care Management

• Receiving calls on the 24-hour medical emergencies help lines.
• Facilitate approval and authorization for Emergency Inpatient hospitalization e.g. post road traffic accidents from the insurance companies/underwriters.
• Outpatient treatment authorization (off smart/ no card)
• Facilitate evacuation processes to ensure favorable outcomes and reasonable charge to clients.
• Pre-authorization request processing and hospital procedure booking including maternity and theatre procedure bookings.
• Liaising with the Insurance companies in the process of undertaking and pre-authorizations.
• Provider panel management – ensuring required facilities are on-boarded and favorable relationship is always maintained.

Wellness

• Assist in facilitation of wellness events - wellness camps, sports day activities, staff team building events.
• Engaging various providers for wellness packages suitable to client needs.

Reporting

• Provide data reports collected from various monitoring tools assigned to the role e.g. weekly and/or monthly reports.
• Trend analysis – hospital charges, cost of various packages e.t.c.

Value Adds

• Facilitation of admission and discharge processes for patients by securing all necessary documents and ensuring minimal participation by the patient during the admission or discharge.
• Facilitation of special care for admitted patients e.g haircuts for executive clients at the bed side/ flowers.
• Issuing Zamara gift packs - pack of diapers, branded get well / birth congratulations to admitted patients.

Experience and personal qualities

• A Diploma in Nursing Sciences/ Clinical medicine
• Minimum of one (1) year working in a hospital set up/ health facility/medical insurance care department.
• Must be flexible to work both day and night shifts as is allocated.
• General understanding of the insurance industry is an added advantage.
• Capacity to build relationships
• Business etiquette
• Excellent interpersonal and customer service skills
• Team player
• Problem Solving skills
• Self-Driven
• Flexible to train