Career Opportunity: Care Executive at Jubilee Health Insurance
We currently have an exciting career opportunity for a Care Executive within Jubilee Health Insurance Limited. The position holder will report to the Assistant Manager – Care Centre.
Role Purpose
The job holder will be responsible for attending to intermediary, customer, and provider queries by determining their requirements, answering inquiries, resolving problems, and fulfilling customer requests. The holder will ensure excellence in all customer interactions and offer memorable experiences.
Key Responsibilities
Operational
- Deliver exceptional customer experience in all interactions on call and email by maintaining the highest level of professionalism.
- Manage urgent or critical cases promptly, coordinating immediate interventions and connecting with emergency services as needed.
- Issue preauthorization approvals for all outpatient, dental, optical, and inpatient cases.
- Maintain a clear complaint tracker and ensure timely resolution of all complaints and escalations.
- Respond to customer and intermediary inquiries by providing or clarifying required information.
- Identify appropriate specialists, services, or community resources for member well-being.
- Resolve complaints by exploring answers, implementing solutions, and escalating unresolved cases.
- Evaluate healthcare needs, history, and conditions to understand requirements.
- Ensure strict process compliance with business objectives.
- Sell additional products by recognizing cross-sell or up-sell opportunities.
- Maintain quality results by adhering to guidelines and suggesting improvements.
- Generate reports, collect feedback, and contribute to quality improvement initiatives.
- Coordinate dental care with professionals and ensure comprehensive service delivery.
- Review treatment plans for alignment with guidelines and insurance coverage.
- Engage members on treatment options and support their care journey.
Key Skills and Competencies
- Demonstrated empathy and understanding in handling client concerns.
- Strong listening skills to identify and address customer needs accurately.
- Adaptable to changing systems, policies, and client demands.
- Detail-oriented in data entry, policy interpretation, and documentation.
- Efficient multitasking ability.
- Understanding of optical and eyecare benefit processes.
- Proficient in interpreting dental records and structures.
- Conversant with medical terminology.
Academic & Professional Qualifications
- A graduate from a recognized university.
- Medical background is an added advantage.
- Proficient in Microsoft Office Suite.
Relevant Experience
A minimum of 1 year’s experience in a call center environment.
How to Apply
If you are qualified and seeking an exciting new challenge, please apply via Recruitment@jubileekenya.com.
For inquiries, chat with us on WhatsApp.
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