Careers at AAR Insurance

Overall Purpose of the Job

Reporting to the Supervisor, Contact Centre, the contact center nurse will ensure the provision of high-quality customer service with respect to medical and non-medical business customers.

Key Responsibilities

• Handling customers’ queries, complaints, and instructions received through all communication channels such as Calls, Emails within a 24-hour coverage.
• Drive progress towards the goal to reduce operational costs and increase the total number of customers via retention by answering calls in a professional and informative manner. 
• Issuance of both Inpatient (IP) and outpatient (OP) approvals for admissible requests for insured members within the policy guidelines, and as per the approved SLA.
• Adherence to admission and discharge protocol for claims reserve, authorized cost, cover benefits and duration.
• Communication with stakeholders on the management of cases and financial liability through calls and emails.
• Respond to queries from clients, intermediaries, and service providers by answering telephone calls, interviewing clients, and verifying information as well as liaising with Care Managers and Underwriters on the scope of cover for the various schemes benefits.
• Escalate Customer queries to the relevant job role where necessary.
• Maintain a professional ambience at all times, especially while discharging official duties.
• Maintain and improve quality results by adhering to standards and Customer Experience guidelines.
• Maintain the communication process by logging in 90% of interactions through CRM (Customer Relationship Management) for visibility.
• Promote the AAR insurance’s Customer Service Charter.
• Support all internal and external AAR insurance medical and non-medical business activities and those of stakeholders.
• Any other duties as may be directed by the management from time to time.

Academic & Professional Qualification

• Holder of a Bachelor’s Degree/Diploma In Nursing (KRCHN), Health Management or in a related field.
• Possession of Health System Management qualifications would be an added advantage.
• Kenya Registered Nurse/Kenya Registered Community Health Nurse.
• Possess at least 2-3 years’ relevant experience.
• Experience in a medical/insurance Call Centre unit will be an added advantage.

Competencies

• Good analytical, reporting, presentation and problem-solving skills.
• Ability to handle sensitive and confidential information discreetly.
• Emotional intelligence.
• Strong organizational skills: ability to prioritize work and meet deadlines.
• Computer literacy (MS Word, PowerPoint and Excel expert).
• Planning and organizational skills.
• Understanding of the working environment.
• Regulatory compliance (Basic knowledge of regulations by AKI and IRA)

go to method of application »

Overall Purpose of the Job 

Reporting to the Retention Manager, the relationship manager is responsible for maintaining Customer Service levels within the stipulated quality standards.

 KEY PERFORMANCE AREAS:

• Implement retention benchmarks for assigned portfolio within the SLA provisions and guidelines
• Complaints and Query Management – Receive and Resolve client issues and provide feedback in a timely manner
• Scheme Performance Management – Generation of Utilization reports, Percentage of use reports, scheme reports and Member statements.
• Reporting and Management of Hospitalization/Admissions in liaison with Care Managers.
• Manage Claim Reimbursements in conjunction with Claims department and ensure Reimbursement Cheques are delivered to clients.
• Members Engagement – Extend courtesy Calls to members on various activities – Satisfaction Surveys, Post Hospitalizations etc.
• Receive and dispatch client documents and monitor receipt.
• Communicate pertinent information to the clients on a regular basis.
• Compile weekly, monthly, quarterly and annual reports as required.
• Monitoring and evaluation of compliance with operating standards of the company.
• Identify and recommend process improvements to enhance Customer Satisfaction.
• Any other duties as assigned by the supervisor

Academic & Professional Qualifications

• Holder of a Bachelor’s degree.
• Professional Insurance Certification such as Diploma in Insurance, ACII.
• Possess at least 3 years’ experience in Customer facing role with good performance track record in Insurance Industry.
• Proficiency in: Word, Excel, PowerPoint.

COMPETENCIES

• Good interpersonal (people) skills, excellent organization and communication skills, team player with ability to network and negotiate effectively