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CALL CENTRE NURSING EXECUTIVE – MEDICAL CONTACT CENTRE – CONTRACT

  • Nairobi
  • Applications have closed

PURPOSE:

To provide general customer service in respect to medical business customers.

PRIMARY RESPONSIBILITIES:

  • Receive and respond to Medical emergency lines and ensure 24 hour coverage.
  • Handle phone calls and visitors, as well as resolve customers’ communication through electronic and physical channels.
  • Issuance of both in and outpatient approvals for admissible requests for insured members.
  • Communication to stakeholders on management of cases and financial liability through reports.
  • Provide input for the customer service reports.
  • Handle customer service issues and queries.
  • Escalate Customer queries to the relevant job role if necessary.
  • Maintain professional ambience within the office premises.
  • Promote the organization’s customer service charter.

 

 
Key Skills, Knowledge, Experience and Behavioral Competencies
These are defined as;

 Proficiency Level Description  
Essential E
Desirable D

Academic and Professional Requirements

Particulars Detail Specific Field or Qualification  Need

Type

Education Bachelor’s Degree Bachelor’s Degree In Nursing (KRCHN), Health Management or in a related field

KRN/KRCHN

E
    Computer literate in MS Office and other office applications E
    Diploma in Nursing or Health System Management would be an added advantage D

Experience Required:

 Description Required years of experience  Need Type
Relevant experience in busy health environment 3 E
Experience in a medical call centre management unit 1 D

 Behavioural Competencies

These are defined as:

  Proficiency Level  Proficiency Definitions
Level 1

 

Aware (A)

 

·     Applies the competency in the simplest situations.

·     Requires close and extensive guidance.

 

Core Competencies  Proficiency Required
1.    Customer Focus A
2.    Business Acumen A
3.    Driving Innovation A
4.    Driving Business Performance A
5.    Negotiation and Influence A
6.    Effective Communication A
 

Leadership Competency Proficiency Required
1.             Planning and organizing A
2.             Accountability A
3.             Quality Decision Making A
4.             Building Parternships A
5.             Continuous Learning A
6.             Emotional Intelligence A
7.             Conflict Management A

 

Special Position Requirements ( Optional section: any travel, security, hazard or related special conditions which apply to the position)
 

·       The role holder may be required to travel to distant branches or wherever the Company has any interest.

·       Role holder may be required to work extended working hours to ensure jobs are completed on schedule and to specification.

 

 

If you have the aforementioned professional and academic qualifications and you are ready to execute the above mandate, strictly apply through:  https://cic.co.ke/career/ clearly indicating the position being applied for.

The application should reach us by close of business on 24th January 2023. Please note only short listed candidates will be contacted. If you do not hear from us by 23rd February 2023 consider your application unsuccessful.

N/B: This job advert is open to both internal and external candidates.

 

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