From the employer's hiring system · Verified employer
Medical Contact Centre Assistant
Britam Insurance Company Limited
Job at a glance
- Employer
- Britam Insurance Company Limited
- Position
- Medical Contact Centre Assistant
- Location
- Nairobi, Kenya
- Contract
- 1 Year Fixed-Term Contract
- Experience
- 3-5 years in a similar role
- Education
- Degree/Diploma in Nursing or related medical field
- Salary
- Not stated in the advert
- Application deadline
- Open until filled (listed until 6 November 2026)
- Posted on VacancyKE
- 19 October 2026
VacancyKE summary
Britam Insurance Company Limited is hiring a Medical Contact Centre Assistant in Nairobi for a 1-year fixed-term contract. You will handle customer queries, manage medical admissions and discharges, and log interactions to ensure timely service delivery.
What stands out about this opportunity
- 1-year fixed-term contract
- Round-the-clock member support duties
- QA score targets apply
What’s offered
- 1 Year Fixed-Term Contract
Key responsibilities
- Handle customer queries, complaints, and instructions via calls and emails.
- Interact with clients, intermediaries, and service providers within policy guidelines.
- Set parameters for admission cases like claim reserves and cover benefits.
- Liaise with underwriters regarding the scope of cover for various schemes.
- Ensure round-the-clock attendance for medical scheme members.
- Prepare periodic care reports on medical matters for management.
- Issue outpatient approvals via email according to Service Level Agreements (SLA).
- Facilitate patient admissions and discharges appropriately.
Who should apply?
This role suits a healthcare professional with nursing qualifications and 3-5 years of contact centre experience, particularly those familiar with insurance regulations and medical administration processes.
Key requirements
- Degree/Diploma in Nursing or related field
- 3-5 years relevant experience
- Knowledge of insurance regulations
- Familiarity with Britam products
What you should know
- Role requires maintaining quality standards with specific QA score targets.
- Duties include monitoring telephone budget allocations and E1 line diversions.
- Authority is exercised per the approved Delegated Authority Matrix.
- Performance is measured against a Personal Scorecard.
How to apply
Official source: From the employer's hiring system · britam.taleo.net. VacancyKE never charges job seekers.
Original employer advertisement
Published by Britam Insurance Company Limited on britam.taleo.net. Shown for reference; the employer’s version is the official one.
The employer’s advert
Job purpose:
The role holder will be responsible for answering calls in a professional and informative manner and CRM case logging as necessary. Provide timely and appropriate responses to clients and/or assign tickets to the right person or department.
Key responsibilities:
• Handling customer queries, complaints, instructions received through call and email communication.
• Interact with clients, intermediaries and service providers to ensure that the care is given within policy guidelines.
• Set the appropriate parameters for admission cases i.e. claim reserve, initial authorized cost, cover benefits and duration.
• Respond to queries from clients, intermediaries and service providers through answering telephone calls, interviewing clients and verifying information. Liaise with underwriters on scope of cover for the various schemes benefits.
• Ensure that medical scheme members are attended to round the clock.
• Prepare periodic care reports for management on medical matters/ issues.
• Maintains and improves quality results by adhering to standards and guidelines while recommending improved procedures with a QA score target.
• Ensure clients outpatient approvals are issued via email as per SLA.
• Facilitate admissions and discharges appropriately.
• Maintains communication equipment by logging in interactions through CRM for traceability / visibility.
• Maintain and monitor telephone budget allocation to ensure lines are diverting to E1 lines.
• Delegated Authority: As per the approved Delegated Authority Matrix.
Key Performance Measures:
As described in your Personal Scorecard.
• Degree/ Diploma in Nursing or related medical field.
• 3 - 5 years in a similar role.
• Knowledge of insurance regulatory requirements.
• Knowledge of Britam products and services.
The role holder will be responsible for answering calls in a professional and informative manner and CRM case logging as necessary. Provide timely and appropriate responses to clients and/or assign tickets to the right person or department.
Key responsibilities:
• Handling customer queries, complaints, instructions received through call and email communication.
• Interact with clients, intermediaries and service providers to ensure that the care is given within policy guidelines.
• Set the appropriate parameters for admission cases i.e. claim reserve, initial authorized cost, cover benefits and duration.
• Respond to queries from clients, intermediaries and service providers through answering telephone calls, interviewing clients and verifying information. Liaise with underwriters on scope of cover for the various schemes benefits.
• Ensure that medical scheme members are attended to round the clock.
• Prepare periodic care reports for management on medical matters/ issues.
• Maintains and improves quality results by adhering to standards and guidelines while recommending improved procedures with a QA score target.
• Ensure clients outpatient approvals are issued via email as per SLA.
• Facilitate admissions and discharges appropriately.
• Maintains communication equipment by logging in interactions through CRM for traceability / visibility.
• Maintain and monitor telephone budget allocation to ensure lines are diverting to E1 lines.
• Delegated Authority: As per the approved Delegated Authority Matrix.
Key Performance Measures:
As described in your Personal Scorecard.
• Degree/ Diploma in Nursing or related medical field.
• 3 - 5 years in a similar role.
• Knowledge of insurance regulatory requirements.
• Knowledge of Britam products and services.