Call Centre Nursing Executive Job in Kenya at CIC GROUP

Why This Role Matters

This Call Centre Nursing Executive role allows professionals to develop key skills in Insurance. The position offers career growth opportunities while supporting the company's mission and values.

Responsibilities for Call Centre Nursing Executive in Kenya

• In addition to emergency response, the executive will handle all incoming phone calls and visitors, addressing inquiries, concerns, and service requests through both electronic and physical communication channels. This involves listening attentively, assessing the urgency of each request, providing accurate information, and offering solutions that align with company guidelines and healthcare best practices. The executive must ensure that each interaction promotes positive member experiences and fosters trust in the organization’s services.
• The role includes the issuance of approvals for inpatient and outpatient requests based on policy coverage, medical eligibility, and clinical assessment. This requires close coordination with hospitals, clinics, and internal teams to verify documentation, ensure accurate authorization, and track service delivery. The executive is also responsible for communicating with internal and external stakeholders regarding case management, medical approvals, and financial liabilities. This communication may include written reports, phone updates, and email correspondence, all delivered professionally and in a timely manner.
• Call Centre Nursing Executive will be responsible for ensuring efficient, professional, and timely handling of medical inquiries, approvals, and emergencies. A critical function of this role is to receive and respond to medical emergency lines, ensuring uninterrupted 24-hour coverage of the call centre. The candidate must demonstrate the ability to remain calm, decisive, and professional during high-pressure situations, providing accurate guidance to insured members while following all organizational policies and clinical protocols.
• A key component of the role is the preparation, maintenance, and submission of customer service and case management reports. The executive will compile daily, weekly, and monthly reports that provide insights into call volumes, response times, approval trends, and operational efficiency. These reports support decision-making, help identify areas for improvement, and inform cost management strategies implemented by the organization.
• The Call Centre Nursing Executive will also actively participate in cost management initiatives and operational strategies, identifying opportunities to optimize service delivery while maintaining high standards of care. The role involves handling customer service issues and queries, resolving concerns promptly and professionally, and escalating complex matters to the relevant departments or personnel when necessary.
• Maintaining a professional and courteous office environment is essential, as is ensuring strict adherence to organizational policies, procedures, and regulatory standards. The executive may be required to assist in training, mentoring, and onboarding new call centre staff, providing guidance on protocols, communication techniques, and emergency response procedures.
• The ideal candidate will demonstrate exceptional attention to detail, organizational skills, and the ability to multitask in a dynamic, fast-paced environment. By effectively performing these responsibilities, the Call Centre Nursing Executive contributes directly to operational efficiency, member satisfaction, and the organization’s reputation for high-quality healthcare support.

Qualifications for Call Centre Nursing Executive in Kenya

• Diploma

How to Apply for Call Centre Nursing Executive in Kenya

If you meet the above requirements and are ready to execute the mandate, apply strictly through CIC Careers Portal , clearly indicating the position being applied for. N/B: This advert is open to both internal and external candidates.