Call Center Care Manager – Kenya – 2025

Call Center Care Manager – Kenya – 2025

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Position Details:

• Position: Call Center Care Manager
• Location: Kenya
• Type of Job: Full-Time
• Job Category: Customer Care
• Salary: Competitive (As per industry standards)
• Reporting to: Group Human Resources Manager
• Application Deadline: February 9, 2025

Job Overview

Are you an experienced Call Center Care Manager looking to make an impact in a medical insurance environment? This position offers a chance to work in a fast-paced, client-focused setting where you will be responsible for handling inbound and outbound calls, managing customer complaints, and ensuring seamless client-provider communication.

This role requires strong customer service skills, the ability to multi-task, and an understanding of medical insurance policies. If you are passionate about helping clients, resolving queries, and ensuring process compliance, this opportunity is for you. The job is onsite and requires interaction with clients, service providers, and doctors.

About Madison Group Limited

Madison Group Limited is a leading financial services company in Kenya, specializing in insurance and investment solutions. With a strong commitment to customer satisfaction and innovation, Madison Group provides comprehensive insurance plans designed to meet diverse client needs. The company has built a trusted reputation in the insurance industry, offering health, life, and general insurance solutions to individuals and businesses.

Madison Group is dedicated to excellence in service delivery, leveraging technology and customer-focused strategies to enhance the insurance experience. By joining Madison Group Limited, you become part of a dynamic team that values professional growth, integrity, and teamwork.

For more details about Madison Group, visit the official website: Madison Group Kenya

Key Responsibilities

• Handle all inbound calls directed to the medical call center, ensuring high levels of customer satisfaction.
• Respond to all outpatient, optical, and dental preauthorization requests while following scheme and provider rules.
• Provide accurate information to potential and existing customers regarding medical insurance services.
• Explain procedures and answer client and provider inquiries through inbound calls.
• Resolve customer complaints by clarifying issues, proposing solutions, and escalating unresolved concerns when necessary.
• Manage complaints efficiently, ensuring proper escalation of client and service provider queries.
• Conduct end-to-end follow-ups to ensure issue resolution and excellent service delivery.
• Ensure strict compliance with business processes and procedures.
• Maintain and improve quality standards by adhering to customer service guidelines and recommending better procedures.
• Collect and analyze customer feedback, offering valuable insights for product and process improvements.
• Generate detailed reports on client engagements and feedback, sharing them with relevant stakeholders.

Required Skills and Competencies

To succeed as a Call Center Care Manager, you must possess the following:

• Health Benefits Plan Management – Strong knowledge of medical insurance policies.
• Policy Interpretation – Ability to understand and explain medical insurance policies to clients.
• Customer Service & Focus – Excellent interpersonal and communication skills.
• Ownership & Commitment – A proactive approach to problem-solving and client satisfaction.
• Team Spirit – Ability to work collaboratively with colleagues and service providers.
• Excellent Communication – Strong verbal and written communication skills.
• Multi-tasking Ability – Capable of handling multiple tasks in a high-pressure environment.
• Strong Negotiation & Decision-Making Skills – Ability to handle client concerns and resolve issues efficiently.

Knowledge & Experience

• Minimum of 2 years’ experience in a medical insurance call center.
• Demonstrated knowledge of handling inbound calls and medical insurance approvals.
• Experience in engaging with clients, service providers, and doctors.
• Proven ability to manage customer complaints effectively and ensure end-to-end issue resolution.

Academic and Professional Qualifications

• Bachelor’s degree in Clinical Medicine or Nursing.
• Minimum of two years’ experience in a medical call center within a busy medical insurance company.

Company Culture and Values

Madison Group Limited is committed to fostering an inclusive, dynamic, and supportive work environment. The company values:

• Integrity – Upholding the highest standards of honesty and transparency.
• Customer-Centric Approach – Ensuring client satisfaction through top-tier service.
• Innovation – Continuously improving processes and service delivery.
• Teamwork – Encouraging collaboration and shared success.
• Excellence – Striving for the highest professional standards.

Apply Now for Call Center Care Manager

To apply for this position, submit your application to:
Email: hr_recruitment@madison.co.ke
Deadline: Sunday, February 9, 2025

We are an equal opportunity employer and are committed to attracting and retaining the best talent from all backgrounds. Only shortlisted applicants will be contacted.

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Ready to take the next step in your customer service career? Apply today!