About the Role

PURPOSE:

To manage calls & medical clients within the call centre to achieve efficiency in service delivery through various activities that enhance the customer experience.

PRIMARY RESPONSIBILITIES:

• Ensure timely and efficient follow up on questions, issues, approvals and other ad-hoc points of communication between clients and CIC.
• Coordinate consistent updates to clients on phone and email on any changes or improvements affecting their policy.
• Conduct scheme performance and service review meetings with clients to identify and address service gaps.
• Organize and hold health talks, and medical campaigns programs for all allocated clients on a quarterly basis.
• Sensitize members on Wellness program and Dawa mlangoni.
• Train scheme members on awareness on their policy and best utilization practices such as hospital access, benefit management etc.
• Receive and transmit all member addition and deletion instructions to the Medical Underwriting team.
• Receive and transmit all invoices and credit notes from CIC to the client.
• Share monthly scheme utilization reports by the 10th day of every month reporting the performance as at the end of the preceding month.
• Share monthly scheme Funds reports by the 10th day of every.
• Share quarterly scheme utilization reports and plan in consultation with the contact persons for quarterly performance review meetings.
• Follow up on historical and current debts.
• Update the contact person on daily admission updates and death notifications
• Coordinate dispatch of renewal notices and confirm renewals and follow up for renewal.
• Coordinate consistent updates to clients on phone and email on any changes or improvements affecting their policy.

Education    

• Bachelor’s degree in Commerce or in any related field
• Computer literate in MS Office and other office applications    
• Certification in Insurance is an added advantage.

How to Apply

https://cic.co.ke/job/client-relations-assistant-call-centre-contract/?utm_source=MyJobMag