Care Officer – Call Centre (Customer Service)

About the role

The Care Officer in the Call Centre will deliver high‑quality customer service to GA Insurance Limited’s members and partners. Working from the Nairobi Westlands office, you will handle inbound queries, provide information on membership, claims and benefits, and ensure compliance with policy guidelines.

Key responsibilities

• Answer calls and respond to emails regarding membership eligibility, claim status, benefits and payment decisions.
• Explain procedures, provide required information and guide clients through pre‑authorisations, admissions and discharges.
• Log claims promptly in the system and monitor email response turnaround times.
• Liaise with doctors, brokers, underwriters and clients to coordinate patient admissions and resolve issues.
• Recommend cost‑effective facilities and packages to members.
• Escalate and resolve complaints within service‑level agreements, documenting all interactions.
• Ensure all communications comply with the Data Protection Act and internal audit standards.
• Hand over cases exceeding authority limits to senior care officers or nurses.

Required profile

• Bachelor’s degree or diploma (any field).
• At least one month of experience in a customer‑service or call‑centre environment.
• Strong verbal communication skills and ability to handle queries professionally.
• Attention to detail and ability to work within defined policy and compliance frameworks.

Required skills

• No specific technical skills were listed in the posting.