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


  • 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.
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


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

Experience Required:

 Description Required years of experience  Need Type
Relevant experience 1 E

 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: clearly indicating the position being applied for.

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

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


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Proffesional Quallifications(Required)
Education (Highst Level Only)(Required)
Work Experience(starting with the latest)(Required)
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