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CALL CENTRE NURSING EXECUTIVE (CONTRACT)

  • Contract
  • Nairobi
  • October 31, 2024

PURPOSE:

To provide general customer service in respect to medical business customers.

PRIMARY RESPONSIBILITIES:

  • Receive and respond to Medical Emergency lines and ensure 24-hour coverage of the Call Centre.
  • Handle phone calls and visitors, as well as resolve customers’ communication through electronic and physical channels.
  • Issuance of both in and outpatient approvals for admissible requests for insured members.
  • Communication to stakeholders on management of cases and financial liability through reports.
  • Provide input for the customer service reports.
  • Share daily/weekly and monthly reports as may be required from time to time.
  • Participate in cost management initiatives/strategies that have been put in place by the business.
  • Handle customer service issues and queries in a timely manner.
  • Escalate Customer queries to the relevant job role if necessary.
  • Maintain professional ambience within the office premises.
  • Promote the organization’s customer service charter.
 
Key Skills, Knowledge, Experience and Behavioral Competencies
These are defined as;

Proficiency Level Description
Essential E
Desirable D

Academic and Professional Requirements

Particulars Detail Specific Field or Qualification  Need

Type
Education Diploma Diploma in Clinical Medicine/Nursing (KRCHN) E
Computer literate in MS Office and other office applications E
Customer Experience training will be an added advantage. D

Experience Required:

Description Required years of experience  Need Type
Relevant experience in busy health environment 3 E
Experience in a medical call centre management unit 1 D

Behavioral Competencies

These are defined as:

  Proficiency Level  Proficiency Definitions
Level 1

 

 Aware (A)

 

 ·      Applies the competency in the simplest situations.

·      Requires close and extensive guidance.

 

Core Competencies  Proficiency Required
1.    Customer Focus A
2.    Business Acumen A
3.    Driving Innovation A
4.    Driving Business Performance A
5.    Negotiation and Influence A
6.    Effective Communication A
 

Leadership Competency Proficiency Required
1.            Planning and organizing A
2.            Accountability A
3.            Quality Decision Making A
4.            Building Parternships A
5.            Continuous Learning A
6.            Emotional Intelligence A
7.            Conflict Management A

 
Special Position Requirements ( Optional section: any travel, security, hazard or related special conditions which apply to the position)
·         The role holder may be required to travel to distant branches or wherever the Company has any interest.

·         Role holder may be required to work extended working hours to ensure jobs are completed on schedule and to specification.

 

 

If you have the aforementioned professional and academic qualifications and you are ready to execute the above mandate, strictly apply through:  https://cic.co.ke/career/ clearly indicating the position being applied for.

The application should reach us by close of business on 31st October, 2024. Please note only short-listed candidates will be contacted. If you do not hear from us by 30th November, 2024 consider your application unsuccessful.

N/B: This job advert is open to both internal and external candidates.

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