Call Centre Nursing Executive – Medical Contact Centre

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;