First Assurance Kenya
Insurance
SeniorCaseManager–CallCentre
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optimal for Senior candidates.
“Senior Case Manager – Call Centre at First Assurance Kenya. Skills: Case management, Customer service, Medical pre-authorizations. Manage inbound and outbound calls. Guide members about benefits”
What You'll Achieve.
Ensure customer excellence; Facilitate access to quality care; Ensure customer satisfaction; Ensure seamless customer experience; Ensure medical pre-authorizations are issued in compliance; Ensure customer satisfaction on escalated cases; Ensure recoveries from third parties are affected
Industry & Context.
Problem-solving abilities
24-hour contact centre
What They're Looking For.
Must Have
Bachelor’s Degree/Diploma in Nursing (KRCHN)/ Clinical Medicine/ Health Management or in a related field with up-to-date license, Minimum 2 years of clinical experience, 3 years case management experience, Licensed by relevant statutory regulator in his/her respective medical field, Further Education and Training Certificate (FETC): Business, Commerce and Management Studies
What You'll Do.
Manage inbound and outbound calls
Guide members about benefits
Address complex customer issues
Handle technical aspects of interactions
Attend to client enquiries
Issue medical pre-authorizations
Receive customer complaints
Resolve escalated queries
Perform outbound calls
Advise members on benefit utilization
Schedule call center staff
Identify service gaps
Observe confidentiality
How You'll Work.
Team & Collaboration
Share knowledge with colleagues; Develop and maintain relationships with colleagues
Communication Scope
Excellent communication skills
Full Job Description
### **Empowering Africa’s tomorrow, together…one story at a time.** With over 100 years of rich history and strongly positioned as a local bank with regional and international expertise, a career with our family offers the opportunity to be part of this exciting growth journey, to reset our future and shape our destiny as a proudly African group. [My Career Development Portal](https://absahr.service-now.com/careerdevelopmentportal): **Wherever you are in your career, we are here for you. Design your future. Discover leading-edge guidance, tools and support to unlock your potential. You are Absa. You are possibility.** _**Job Summary**_ To provide efficient and effective customer service to customers with utmost level of consistency and quality, ensure customer excellence and facilitate access to quality, safe, effective and cost-efficient care for insured clients. Respond to customer enquiries and address issues regarding products or services at the 24-hour contact centre. **_Job Description_** * Immediate management of inbound and outbound calls in line with contact center call guidelines/etiquette and provide solutions to customers in a professional way within the stipulated TATs. * Guide the insured Members about their benefits management, the appropriate service providers and other related member benefit matters. * Problem-Solving and Decision-Making: addressing complex customer issues and providing accurate information to ensure customer satisfaction. * Technical or Customer-Facing Responsibilities: Handling technical aspects of customer interactions, utilizing CRM system and ensuring a seamless customer experience. * Attend to client’s enquiries i.e., answering calls, responding to emails from customers, regarding membership eligibility, coverage, approval status, benefit information and case approvals and/or denials * Ensure medical pre-authorizations/undertakings/ approvals /declines are issued in compliance with the policy provisions, authority limits and T
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