Job Title: Care Executives
Hiring Organization: Jubilee
Insurance
Location – Locality: Nairobi
Location – Region: Kenya
Industry: Insurance
Job Type: Full
Time
Salary: KES
Date Posted: 04/30/2024
Jubilee Insurance was established in August 1937, as the first
locally incorporated Insurance Company based in Mombasa in 1937. Jubilee
Insurance has spread its sphere of influence throughout the region to become
the largest Composite insurer in East Africa, handling Life, Pensions, general
and Medical insurance.
Job Ref. No: JHIL104
Role Purpose
The job holder will handle inquiries from intermediaries,
customers, and providers by understanding their needs, addressing their questions,
resolving issues, and fulfilling requests. The role holder is expected to
provide excellent service in all customer interactions and create memorable
experiences.
Main Responsibilities
- Delivery
exceptional customer experience in all interactions on call and email by
maintaining highest level of professionalism.
- Manage urgent or
critical cases promptly, coordinating immediate interventions and
connecting with emergency services as needed.
- Issuing
preauthorization approvals for all outpatient, dental, optical, and
inpatient cases.
- Keep a clear
complaint tracker and ensure timely resolution of all complaints and
escalations.
- Respond to
potential/existing customer and intermediaries’ inquiries by providing
and/or clarifying with the desired information.
- Identify
appropriate specialists, services, or community resources that can
contribute to the member’s overall health and well-being.
- Resolves
complaints by clarifying issues and exploring answers and alternative
solutions, implementing solutions, and escalating unresolved complaints.
- Evaluate the
healthcare needs, history, and current condition of members to develop a
clear understanding of their healthcare requirements.
- Ensure strict
process compliance in line with the business lines objective.
- Selling
additional products by recognizing opportunities to cross-sell or up-sell
new benefits.
- Maintain and
improve quality results by adhering to standards and guidelines,
recommending improved procedures.
- Generate reports
on the various engagements and feedback collected. Contribute to quality
improvement initiatives by providing insights and feedback to enhance care
processes and outcomes.
- Collaborate with
dental professionals, specialists, and providers to coordinate and
facilitate comprehensive dental care for insured members.
- Review all
treatment plans, ensuring they align with medical guidelines, member
needs, and insurance coverage.
- Engage with
insured members to explain treatment options, address concerns, and
support them throughout their healthcare journey.
- Identify
appropriate specialists, services, or community resources that can
contribute to the member’s overall health and well-being.
Key Competencies
- Empathy skills
- Listening skills
- Verbal
communication
- Attention to
detail.
- Good
Interpersonal relationships
- Ability to
multi-task
- Proficiency in
optical terminology and eyecare processes.
- Proficiency in
dental data analysis and interpretation.
- Proficiency in
medical terminology.
Qualifications
- Graduate from a
recognized university or hold a diploma in nursing from a recognized
medical teaching institution.
- Proficient in
the use of Microsoft Office suite and packages
Relevant Experience
- Minimum of 1
year experience in a Call Centre environment.
How To Apply
If you are qualified and seeking
an exciting new challenge, please apply via Recruitment@jubileekenya.com quoting
the Job Reference Number and Position by 5th May 2024