Information Centre Care Agent at Old Mutual Kenya

Job Description

The Information Centre Care Agent is responsible for managing all incoming calls to the Old Mutual Medical emergency hotlines

KEY TASKS AND RESPONSIBILITIES

• Answer incoming telephone calls into the Call Center in a professional manner at all times
• Working with providers and the UAP Case management team to manage the admission and discharge process of UAP Members
• Managing requests for services from providers, intermediaries and clients, providing information on the UAP provider network, available benefits per scheme policy and services and other routine information
• Processing pre-authorization requests for outpatient services
• Provides health information to customers via UAP approved resources
• Completes accurate and timely documentation of all services provided to callers
• Escalate / liaise with claims/ care teams on any issues which require further consultation  
• In conjunction with Smart applications resolve card issues raised at the point of service.
• Attends all required training sessions and meetings.
• Normal information center duties. E.g. carrying out customer surveys, social media and email management.
• Performs all other tasks as assigned by the Information Center Manager, Case Management Supervisor, Medical Case Management Manager and/or Medical Claims Manager.

SKILLS AND COMPETENCIES

Competences

• Basic level of proficiency with Windows based applications such as MS Office, Excel, Word
• Proficient ability to analyse data and develop recommendations
• Strong verbal and written communication skills
• Maintains a professional/customer service focus at all times.

Qualifications & Requirements

• Availability to work any both day and night shifts
• 1+ years in Patient Customer Service Experience Preferred
• 1+ years Call Center experience Preferred
• 6+ months professional experience in an office setting using the telephone and computer as primary instruments to perform the job duties
• Knowledge of medical terminology/Coding (ICD10)
• Bachelor’s Degree or Diploma in Nursing
• Experience working in the Insurance industry preferred
• ACII or Other Insurance Certification Preferred

Closing Date: 18 June 2022