Background information about the job or company (e.g., role context, company overview)

Britam is a leading diversified financial services group, listed on the Nairobi Securities Exchange. The group has interests across the Eastern and Southern Africa region, with operations in Kenya, Uganda, Tanzania, Rwanda, South Sudan, Mozambique and Malawi. The group offers a wide range of financial products and services in Insurance, Asset management, Ban...

Responsibilities or duties

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.

Qualifications or requirements (e.g., education, skills)

Degree/ Diploma in Nursing or related medical field.

Experience needed

3 - 5 years in a similar role.

Any other provided details (e.g., benefits, work environment, team info, or additional notes)

Knowledge of insurance regulatory requirements.

Knowledge of Britam products and services.

• 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 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.
• Maintains and improves quality results by adhering to standards and guidelines while recommending improved procedures with a QA score target.
• 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.

• Degree/ Diploma in Nursing or related medical field.