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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 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.
| Key Skills, Knowledge, Experience and Behavioral Competencies |
| Academic and Professional RequirementsParticularsDetailSpecific Field NeedTypeEducationMinimum QualificationDiploma in Clinical Medicine/Nursing (KRCHN)Customer Experience training will be an added advantage.Experience Required: DescriptionRequired years of experienceRelevant experience in busy health environment3Experience in a medical call centre management unit1 |
| Special Position Requirements ( Optional section: any travel, security, hazard or related special conditions which apply to the position) |
| · The role holder may be required to travel to distant branches or wherever the Company has any interest.· Role holder may be required to work extended working hours to ensure jobs are completed on schedule and to specification. |
If you have the aforementioned professional and academic qualifications and you are ready to execute the above mandate, strictly apply through: https://cic.co.ke/career/ clearly indicating the position being applied for.
