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AAR Insurance is a licensed financial services provider in Kenya and a member of the Association of Kenya Insurers (AKI), with a strong presence across the country through its extensive branch and broker network. Committed to providing comprehensive insurance solutions, AAR Insurance serves a wide range of clients, ensuring financial security and peace of mind. With a reputation for reliability and customer focus, AAR Insurance is a key player in the Kenyan insurance industry.
As part of their commitment to exceptional customer service, AAR Insurance is seeking a dedicated and knowledgeable Contact Centre Nurse to join their dynamic team in Nairobi. This is a crucial role for a healthcare professional who can provide high-quality customer service with respect to medical and general inquiries, ensuring efficient and informative support to AAR Insurance clients.
Contact Centre Nurse
Job Overview
Location: Nairobi
Employment Type: Full Time
Deadline: 5th May, 2025
💰 Salary: Not Specified
Job Summary
Duties & Responsibilities
- Professionally and informatively handle customers’ queries, complaints, and instructions received through all communication channels such as calls and emails, ensuring a 24-hour coverage.
- Drive progress towards reducing operational costs and increasing customer retention by answering calls in a professional and informative manner, providing accurate and timely assistance.
- Efficiently issue both Inpatient (IP) and Outpatient (OP) approvals for admissible requests from insured members, strictly adhering to policy guidelines and the approved Service Level Agreement (SLA).
- Ensure strict adherence to admission and discharge protocols concerning claims reserve, authorized cost, cover benefits, and duration of stay for insured members.
- Provide crucial assistance to Care Managers in various case management processes, including evacuation and emergency response procedures.
- Maintain clear and professional communication with stakeholders (clients, intermediaries, service providers) regarding the management of cases and financial liability through both calls and emails.
- Respond promptly and accurately to queries from clients, intermediaries, and service providers by answering telephone calls, interviewing clients, verifying information, and liaising with Care Managers and Underwriters on the scope of cover for various scheme benefits.
- Escalate complex customer queries to the relevant job role or department where necessary to ensure comprehensive resolution.
- Maintain a professional ambience at all times, especially while discharging official duties and interacting with customers and colleagues.
- Maintain and improve quality results by consistently adhering to established standards and Customer Experience guidelines set by AAR Insurance.
- Maintain a comprehensive communication process by logging at least 90% of all interactions accurately through the CRM (Customer Relationship Management) system for complete visibility and tracking.
- Actively promote the AAR Insurance’s Customer Service Charter in all interactions, ensuring customers are aware of their rights and the company’s commitment to service.
- Provide proactive support to all internal and external AAR Insurance medical and general business activities as well as those of stakeholders, contributing to overall business objectives.
- Undertake any other duties as may be directed by the management from time to time to support the efficient operation of the contact center.
Qualifications & Requirements
- Possess a Bachelor’s Degree or Diploma in Nursing (KRCHN), Health Management, or a related field from a recognized institution.
- Possession of Health System Management qualifications would be considered a significant added advantage.
- Must be a Kenya Registered Nurse (KRN) or Kenya Registered Community Health Nurse (KRCHN).
- Have 2-3 years of relevant experience in Care Management preferably with a medical underwriter or in a medical/insurance claims processing role.
- Previous experience in a medical/insurance Call Centre unit will be a distinct added advantage.
- Demonstrate good analytical, reporting, presentation, and problem-solving skills.
- Possess the ability to handle sensitive and confidential information discreetly and with utmost professionalism.
- Exhibit strong emotional intelligence with the capacity to understand and manage own emotions and respond empathetically to others.
- Demonstrate strong organizational skills with the proven ability to prioritize work effectively and meet deadlines consistently.
- Must be computer literate with expert proficiency in MS Word, PowerPoint, and Excel.
- Possess excellent planning and organizational skills to manage workload and tasks efficiently.
- Have a good understanding of the working environment within the insurance and healthcare sectors.
- Possess basic knowledge of regulatory compliance as set forth by the Association of Kenya Insurers (AKI) and the Insurance Regulatory Authority (IRA).
How to Apply
If you meet the above requirements and wish to be part of our vibrant team, please send your application letter and updated CV, attaching any relevant testimonials, to the email address:
At AAR Insurance, we are an equal-opportunity employer that values diversity and positively encourages applications from suitably qualified and eligible candidates regardless of race, religion, gender, and age.
Your application should reach us by 5th May 2025.
Looking for more exciting opportunities in the insurance or healthcare sectors in Nairobi? Explore these daily jobs!
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