Customer Care Job At Minet Kenya
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Nairobi, Kenya
Job summary
Care Manager – Call Centre Agent at Minet Kenya
About this role
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Purpose of the Role
Ensure Minet clients receive high-quality healthcare in a cost-effective manner, while improving the customer experience and providing clinical support to the business.
Key Duties and Responsibilities
Case Management and Pre-Authorization
Review cases promptly and issue approval letters in line with established policy requirements.
Conduct visits for all admitted patients and ensure case management activities comply with ISD protocols.
Handle special cases and arbitration matters.
Monitor and manage ACOS and ALOS.
Coordinate both local and international medical evacuations.
Implement cost-containment measures, including rate enforcement, discount negotiations, client advisory, step-down management, discharge planning, and homecare coordination.
Call Centre Management
Oversee the 24-hour call centre to ensure clients have uninterrupted access to care.
Provide accurate, professional, and timely responses to client enquiries.
Address customer complaints and feedback appropriately.
Escalate and report incidents within the required timelines.
Maintain the required call drop rate.
Customer Experience
Build and sustain effective working relationships with internal and external stakeholders, including healthcare providers, insurers, and contracted service providers.
Referral to CDM Programmes
Facilitate appropriate referrals to Chronic Disease Management (CDM) programmes.
Process Management
Prepare and submit relevant reports.
Perform any other responsibilities assigned by the supervisor.
Key Result Areas
Conduct case management visits for all funded and insured clients.
Provide effective call centre and customer service support.
Manage and contain healthcare costs.
Promote and maintain customer satisfaction.
Foster strong team cohesion.
Key Competencies
Sound understanding of insurance practices.
Strong decision-making abilities.
Excellent interpersonal skills.
Strong negotiation capabilities.
Good report-writing skills.
Clinical and medical knowledge.
Data analysis and computer literacy.
Effective time management.
Excellent verbal and written communication.
Strong solution-oriented approach.
Professional and Academic Qualifications
Diploma in Nursing or Clinical Medicine.
A B.Sc. in Health Systems Management will be an added advantage.
At least 2 years of experience in Health Insurance Operations.