Senior Case Manager – Call Centre

About the role

The Senior Case Manager will lead the delivery of high‑quality customer service within a 24‑hour contact centre, supporting insured members with their benefit enquiries, authorisations and complaints. You will act as the primary point of contact for complex cases, ensuring compliance with policy provisions and timely resolutions.

Key responsibilities

• Handle inbound and outbound calls following call‑centre etiquette and stipulated turnaround times.
• Guide members on benefit eligibility, service providers, and enrolment in chronic disease management programmes.
• Process medical pre‑authorisations, approvals, declines, and ensure documentation complies with policy limits.
• Record and resolve customer complaints, escalating unresolved issues as needed.
• Negotiate third‑party recoveries and coordinate with the Social Health Authority.
• Schedule staff for 24‑hour coverage, monitor workload distribution, and identify service gaps.
• Maintain confidentiality and comply with the Data Protection Act.

Required profile

• Proven experience in a call‑centre or case‑management environment, preferably within insurance or health services.
• Strong problem‑solving and decision‑making abilities.
• Excellent communication skills and a customer‑focused attitude.
• Ability to work under pressure and meet strict service level agreements.

Required skills

• Proficiency with CRM systems.

What we offer

• Opportunity to work with a leading African financial institution.
• Professional development through a dedicated career portal.
• Dynamic, multicultural team environment.