Medical Contact Centre Officer

Britam is an insurance company with a great presence in several countries in Africa like Malawi, Kenya, Uganda, Tanzania, Rwanda, Mozambique and South Sudan. Britam was founded in the year 1965 and it's headquarters are in Nairobi, Kenya.

DESCRIPTION

The Medical contact Officer will ensure provision of high quality Customer experience through quality service interactions with the Contact Centre team staying compliant with overall Service strategy and standards while maintaining full accessibility and availability of the Customer Experience Centre to our esteemed Clients. This Medical contact officer will also play a major role in support of retention strategies for our Health business.

RESPONSIBILITIES

The Medical Contact center Officer will drive progress towards the goal to reduce operational costs and increase total number of customers via retention by answering calls in a professional and informative manner.
He or She will Handle customer queries, complaints, instructions received through call and email communication 24/7.
He / She wilI interact with clients, intermediaries, and service providers to ensure that the care is given within policy guidelines.
Adherence to admission and termination protocol, ie. reserving compensation, initial approved costs, coverage of benefits, duration and analysis of planned risks, and making acceptance or rejection decisions.
Respond to inquiries from customers, brokers and service providers by answering phone calls, interviewing customers and verifying information and liaising with insurers regarding benefit coverage for various schemes. Be sure to follow the company's credit policy.
Prepare periodic maintenance reports for medical affairs management
Maintain and improve quality results by following customer experience standards and guidelines, recommending improved actions. QA score target is 90%, NPS +30, CSAT 90%. The customer's investment 90%.
Ensure client outpatient confirmations are emailed per SLA.
Maintain communications by recording 90% of interactions through CRM for traceability/visibility.
Ensure timely communication of risk assessment recommendations and monitor implementation.
Create and manage relationships with brokers, agents and other intermediaries.
Monitor market trends and competitor activity to stay abreast of industry developments and stay abreast of changes in laws and regulations that may affect customer retention efforts.
Work closely with sales, marketing, actuarial, claims and underwriting to align retention strategies with business goals.
Proactively manage all inquiries related to the policy renewal process to ensure timely renewals and minimize loss of coverage.
Develops and implements strategies to improve customer retention.
Delegated Authority: As per the approved Delegated Authority Matrix.

QUALIFICATIONS

Proven experience in managing and nurturing client relationships.
Track record of achieving client satisfaction and retention targets.
Progress in Professional qualification in Insurance (ACII, FLMI or IIK).

SKILLS

Knowledge of insurance regulatory requirements.
Knowledge of insurance products.
Sales and marketing management skills.

WORKING HOURS

Day Job

EDUCATION BACKGROUND

Diploma/Degree in Nursing/ Diploma in clinical medicine/ Diploma in Pharmacy/ Business degree – Insurance Option.

EXPERIENCE REQUIREMENTS

2-5 years’ experience in medical.

JOB LOCATION

Nairobi Kenya

BASE SALARY

Not Specified

EMPLOYMENT TYPE

Permanent & Full Time

DATELINE

31-07-2024

Medical Contact Centre Officer - Britam