Job Title: Contact Centre Nurse
Hiring Organization: AAR
Insurance
Location – Locality: Nairobi
Location – Region: Kenya
Industry: Insurance
Job Type: Full
Time
Salary: KES
Competitive
Date Posted: 03/19/2024
To ensure
the provision of high-quality customer service with respect to medical and
non-medical business customers.
Key Responsibilities
Handling
customers’ queries, complaints, and instructions received through all
communication channels e.g. Calls, Emails etc, within a 24-hour coverage.
Drive
progress towards the goal to reduce operational costs and increase the total
number of customers via retention by answering calls in a professional and
informative manner.
Issuance
of both In (IP) and outpatient (OP) approvals for admissible requests for
insured members within the policy guidelines, and as per the approved SLA.
Adherence
to admission and discharge protocol for claims reserve, authorized cost, cover
benefits and duration.
Communication
with stakeholders on the management of cases and financial liability through
calls and emails.
Respond
to queries from clients, intermediaries, and service providers by answering
telephone calls, interviewing clients, and verifying information as well as
liaising with Care Managers and Underwriters on the scope of cover for the
various schemes benefits.
Escalate
Customer queries to the relevant job role where necessary.
Maintain
a professional ambience at all times, especially while discharging official
duties.
Maintain
and improve quality results by adhering to standards and Customer Experience
guidelines.
Maintain
the communication process by logging in 90% of interactions through
CRM(Customer Relationship Management) for visibility.
Promote
the AAR insurance’s Customer Service Charter.
Support
all internal and external AAR insurance medical and non-medical business
activities and those of stakeholders.
Any other
duties as may be directed by the management from time to time.
Education,
Experience & Competencies
Holder of
a Bachelor’s Degree/Diploma In Nursing (KRCHN), Health Management or in a
related field.
Possession
of Health System Management qualifications would be an added advantage
Kenya
Registered Nurse/Kenya Registered Community Health Nurse
Possess
2-3 years’ relevant experience in Care Management with a medical underwriter.
Experience
in a medical/insurance Call Centre unit will be an added advantage
Good
analytical, reporting, presentation and problem solving skills.
Strong
organizational skills; ability to prioritize work and meet deadlines.
How To
Apply
If you
meet the above the requirements and wish to be part of our vibrant team, please
send your application letter and updated CV attaching any testimonials to the
email address hrdesk@aar.co.ke
