Vacancy title:
Call Center Nurse Aide

[Type: FULL_TIME, Industry: Financial Services, Category: Customer Service]

Jobs at:
Old Mutual Kenya

Deadline of this Job:
Friday, July 25 2025

Duty Station:
Kenya | Nairobi | Kenya

Summary
Date Posted: Friday, July 11 2025, Base Salary: Not Disclosed

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JOB DETAILS:

KEY TASKS AND RESPONSIBILITIES

• Answer incoming telephone calls into the Call Center in a professional manner at all times.
• Working with providers and the Old Mutual Case management team to manage the admission and discharge process of Old Mutual Members
• Managing requests for services from providers, intermediaries, and clients, providing information on the Old Mutual provider network, available benefits per scheme policy and services and other routine information
• Processing pre-authorization requests for outpatient services
• Provides health information to customers via Old Mutual approved resources.
• Completes accurate and timely documentation of all services provided to callers
• Escalate / liaise with claims/ care teams on any issues which require further consultation  
• In conjunction with Smart applications resolve card issues raised at the point of service.
• Attends all required training sessions and meetings.
• Normal contact Centre duties. E.g. carrying out customer surveys, social media and email management.
• Performs all other tasks as assigned by the Contact Center Manager, Quality Assurance Supervisor.

SKILLS AND COMPETENCIES

Competences

• Basic level of proficiency with Windows based applications such as MS Office, Excel, Word
• Proficient ability to analyse data and develop recommendations
• Strong verbal and written communication skills
• Maintains a professional/customer service focus at all times.

Qualifications & Requirements

• Availability to work any both day and night shifts
• 1+ years in Patient Customer Service Experience Preferred
• 1+ years Call Center experience Preferred
• 6+ months professional experience in an office setting using the telephone and computer as primary instruments to perform the job duties
• Knowledge of medical terminology/Coding (ICD10)
• Bachelor’s Degree or Diploma in Clinical medicine or Nursing
• Experience working in the Insurance industry preferred
• ACII or Other Insurance Certification Preferred

Work Hours: 8

Experience in Months: 12

Level of Education: bachelor degree

Job application procedure

Interested and qualified? Go to Old Mutual Kenya on oldmutual.wd3.myworkdayjobs.com to apply

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