Medical Contact Centre Assistant

About the role

The Medical Contact Centre Assistant will handle medical inquiries and provide contact centre support for Britam. The role involves answering calls professionally, logging cases in the CRM system, and ensuring timely responses to clients and partners.

Key responsibilities

• Answer telephone calls, emails and manage customer queries, complaints and instructions.
• Interact with clients, intermediaries and service providers to ensure care is delivered within policy guidelines.
• Set parameters for admission cases, including claim reserve, authorized cost, cover benefits and duration.
• Verify client information, liaise with underwriters on scope of cover and ensure round‑the‑clock attendance for medical scheme members.
• Prepare periodic care reports for management and maintain quality standards with a QA score target.
• Issue outpatient approvals via email according to SLA and facilitate admissions and discharges.
• Log all interactions in the CRM for traceability and monitor telephone budget allocations.

Required profile

• Degree or Diploma in Nursing or a related medical field.
• 3–5 years of experience in a similar medical contact centre or customer service role.
• Knowledge of insurance regulatory requirements and Britam products and services.