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- Company: Old Mutual Kenya
- Location: Kenya
- State: Nairobi
- Job type: Full-Time
- Job category: - Healthcare/Medical Jobs in KenyaOld Mutual Jobs in Kenya
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Job Description
Old Mutual Kenya is based in Nairobi and is part of a larger group that offers solutions in long-term savings, asset management and investment. We offer solutions to individuals and corporates underpinned by our core values which are: Respect, Integrity, Accountability and Pushing beyond boundaries.
SUMMARY
The Information Centre Care Agent is responsible for managing all incoming calls to the Old Mutual Medical emergency hotlines
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 information center duties. E.g. carrying out customer surveys, social media and email management.
- Performs all other tasks as assigned by the Information Center Manager, Case Management Supervisor, Medical Case Management Manager and/or Medical Claims Manager.
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 Nursing
- Experience working in the Insurance industry preferred
