Medical Contact Centre Assistant (1 Year Fixed-Term Contract) at Britam

Medical Contact Centre Assistant (1 Year Fixed-Term Contract) at Britam – Britam Kenya Job Details

About the Role

Britam is recruiting a Medical Contact Centre Assistant (1 Year Fixed-Term Contract) to join its contact centre team in Nairobi. This is a full-time position within a leading diversified financial services group listed on the Nairobi Securities Exchange. The role sits at the intersection of customer service and medical scheme administration, requiring someone who can handle healthcare-related enquiries professionally while managing case documentation and insurance processes accurately.

Working for Britam, which operates across Eastern and Southern Africa with a significant presence in Kenya, Uganda, Tanzania, Rwanda, South Sudan, Mozambique and Malawi, you will support the medical scheme operations by fielding calls, processing requests, and coordinating with internal teams and external service providers. The position is contract-based for one year, offering structured experience in call centre operations within the insurance and healthcare sectors.

Key Responsibilities

• Answer and manage incoming calls and emails from clients, intermediaries and service providers in a professional manner, logging interactions into the CRM system for record-keeping and audit trails.
• Address customer queries and complaints received via telephone and email communication, providing timely responses or routing tickets to the appropriate department or team member.
• Work with underwriters to clarify the scope of cover and benefits available under various medical schemes, ensuring clients understand their policy details.
• Configure admission case parameters including claim reserves, initial authorised costs, covered benefits and treatment duration in accordance with policy guidelines.
• Issue outpatient approval notifications to clients via email within agreed service level agreements, facilitating smooth claim processing.
• Coordinate admission and discharge procedures, ensuring medical scheme members receive appropriate support throughout their care journey.
• Prepare periodic medical care reports for management detailing emerging issues, trends and performance metrics.
• Monitor call centre quality standards and key performance indicators, implementing process improvements to maintain or exceed QA score targets and ensure round-the-clock member support.

Requirements & Qualifications

• Bachelor’s degree, Higher National Diploma (HND) or Diploma in Nursing or a related medical field.
• 3–5 years of experience working in a similar contact centre, customer service or medical administration role.
• Working knowledge of insurance regulatory requirements and compliance frameworks applicable to Kenya’s financial services sector.
• Familiarity with Britam’s insurance products and services, or demonstrated ability to learn company offerings quickly.
• Competence in using Customer Relationship Management (CRM) systems and standard office software.
• Strong verbal and written communication skills, with the ability to explain medical and insurance concepts clearly to diverse stakeholder groups.

What to Expect

• A structured one-year contract position in a regulated financial services environment with clear performance expectations and KPIs.
• The opportunity to develop expertise in call centre operations, medical scheme administration and insurance processes while working for an established regional player.
• This Medical Contact Centre Assistant (1 Year Fixed-Term Contract) at Britam position in Nairobi is open to qualified candidates. Click Apply below to submit your application.