Call Center Nurse Aide at Old Mutual Kenya

Job Description

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