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Customer Experience Associate- Britam

EXECUTIVE

Nairobi

2 months ago


Job Description

The role holder will be responsible for answering calls and emails in a professional and informative manner and account for the interactions in the CRM system. Provide timely and appropriate responses to clients and/or assign tickets to the right person or department. The role will report to the Team Leader Medical -Customer Experience Center. Provide timely and appropriate responses to clients and/or assign tickets to the right person or department. Interact with clients, intermediaries and service providers to ensure that the care is given within policy guidelines; Set the appropriate parameters for admission cases i.e. claim reserve, initial authorized cost, cover benefits and duration; Respond to queries from clients, intermediaries and service providers through answering telephone calls, interviewing clients and verifying information in liason with underwriters on scope of cover for the various schemes benefits ; Ensure that medical scheme members are attended to round the clock; Prepare periodic care reports for management on medical matters/ issues; Maintain and improves quality results by adhering to standards and guidelines; recommending improved procedures with a QA score target 95%; Ensure clients outpatient approvals are issued via email as per SLA;

Required Knowledge, Skills, and Abilities

  1. Learning and Researching: Rapidly learns new tasks and commits information to memory quickly; demonstrates an immediate understanding of newly presented information; gathers comprehensive information to support decision making at management level; learns from successes and failures and seeks colleague and customer feedback
  2. Working with People: Shows respect for the views and contributions of other team members; shows empathy; listens, supports and cares for others; consults others and shares information and expertise with them; builds team spirit and reconciles conflict; adapts to the team and fits in well
  3. Applying Expertise and Technology: Applies specialist and technical expertise; uses technology to achieve work objectives; develops job knowledge and expertise (theoretical and practical) through continual professional development; demonstrates an understanding of different organisational departments and functions
  4. Delivering Results and Meeting Customer Expectations: Focuses on customer needs and satisfaction; exhibits high standards for quality and quantity; monitors and maintains own quality and productivity; works in a systematic, methodical and orderly way; consistently achieves projects goals

Education + Experience