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CALL CENTER CARE MANAGER
Madison General Insurance Kenya Limited, a subsidiary of Madison Group and a leading provider of general insurance products throughout Kenya, is recruiting for the above position.
CALL CENTER CARE MANAGER
Overall Responsibility:
To pick all calls directed to the medical call center and assign them to the relevant people; and handle client complaints and queries in order to improve the efficiency of the care team.
Key Responsibilities
- Pick all the calls directed to the, Medical call centre both main and back-up line and handle the clients to their satisfaction.
- Respond to all Outpatient, Optical and dental preauthorization requests while adhering to schemes rules and provider rules
- Respond to potential/existing customer inquiries by providing and/or clarifying with the desired information.
- Inform clients and service providers by explaining procedures and answering questions through inbound calls.
- Resolves complaints by clarifying issues and exploring answers and alternative solutions, implementing solutions, and escalating unresolved complaints.
- Complaints management by proper escalation of client and service provider queries.
- Follow up for end to end resolution on all issues raised by both clients and providers.
- Ensure strict process compliance in line with the business lines objective.
- Maintain and improve quality results by adhering to standards and guidelines, recommending improved procedures.
- Pick insights from clients and provider feedback on product and process improvement, and report them to the relevant people in a timely manner.
- Generate reports on the various engagements and feedback collected
Skills and Competencies Required
- Health Benefits Plan Management
- Policy Interpretation
- Customer Service and Focus
- Ownership & commitment
- Team Spirit
- Excellent communication
- Ability to multi-task
- Strong negotiation and decision-making skills
Knowledge & Experience
- At least 2 years’ experience in a medical insurance call centre environment
- Demonstrated knowledge of handling calls and approvals
- Demonstrated experience in engaging clients, service providers and doctors
- Demonstrated experience in customer complaints management
Academic and Professional Qualifications required
- Bachelor’s degree in Clinical Medicine or Nursing
- At least two-year’s experience in a medical call center in a busy medical insurance.
Applications should be addressed to the Group Human Resources Manager, Madison Group Limited, Email: [email protected] so as to be received by Sunday 9th February, 2025.
