Customer Care Job in Kenya

Customer Experience
Officer  

Job purpose The role holder will be responsible for answering calls in a
professional and informative manner and CRM case logging as necessary. Provide
timely and appropriate responses to clients and/or assign tickets to the right
person or department.

Key
responsibilities 

• Handling customer queries, complaints,
  instructions received through call and email communication 


• Interact with clients, intermediaries, and service
  providers to ensure that the care is given within policy guidelines;


• Set the appropriate parameters for admission cases
  i.e. claim reserve, initial authorized cost, cover benefits  and
  duration;


• Respond to queries from clients, intermediaries,
  and service providers through answering telephone calls, interviewing
  clients, and verifying information. Liaise with underwriters on the scope
  of cover for the various schemes benefits ;


• Ensure that medical scheme members are attended to
  round the clock;


• Prepare periodic care reports for management on
  medical matters/ issues;


• Perform any other duties as may be assigned from
  time to time;



• Maintains and improves quality results by adhering
  to standards and guidelines; recommending improved procedures with a QA
  score target 95%;


• Ensure clients outpatient approvals are issued via
  email as per SLA;


• Facilitate admissions and discharges
  appropriately;


• Maintains communication equipment by logging in
  interactions through CRM for traceability / visibility;


• Maintain and monitor telephone budget allocation
  to ensure lines are diverting to E1 lines

 Qualifications

• Diploma in Nursing or related medical field


• 3 – 5 years in a similar role 


• Knowledge of insurance regulatory requirements


• Knowledge of Britam products and services

How to Apply

Apply for the job here

https://jobcenterkenya.com/customer-care-job-in-kenya-34/