Information Centre Care Agent

Job Description

Always answer incoming telephone calls into the Call Center in a professional manner.
Working with providers and the UAP Case management team to manage the admission and discharge process of UAP Members.
Managing requests for services from providers, intermediaries, and clients, providing information on the UAP provider network, available benefits per scheme policy and services and other routine information Processing pre-authorization requests for outpatient services.
Provides health information to customers via UAP approved resources Completes accurate and timely documentation of all services provided to callers Escalate / liaise with claims/ care teams on any issues which require further consultation.
In conjunction with Smart applications resolve card issues raised at the point of service.
Attends all required training sessions and meetings. Normal information center duties. E.g. carrying out customer surveys, social media and email management.
Performs all other tasks as assigned by the Information Center Manager, Case Management Supervisor, Medical Case Management Manager and/or Medical Claims Manager.


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About Old Mutual Kenya

Old Mutual Kenya is based in Nairobi and is part of a larger group that offers solutions in long-term savings, asset management and investment. We offer solutions to individuals and corporates underpinned by our core values which are: Respect, Integrity, Accountability and Pushing beyond boundaries.