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Care Manager – Call Centre Agent at Minet Kenya
JobSearch
Nairobi 🇰🇪 Kenya
Posted 3 days ago (3 Sep 2026) Deadline: 9 Sep 2026 Updated about 6 hours ago
Job Description
The Care Manager oversees case management and pre‑authorization processes for health insurance clients, ensuring timely approvals and cost‑effective care. Responsibilities include managing special cases, coordinating evacuations, and supervising a 24‑hour call centre to maintain high service standards. The role requires strong clinical knowledge, negotiation skills and the ability to build relationships with providers and insurers.
Qualifications & Requirements
- • Bachelor’s degree or diploma in a health‑related field
- • Minimum 2 years of experience in customer care, medical claims or health services
- • Strong clinical/medical knowledge, data analytics and computer literacy
Required Skills
Responsibilities
- • Manage case management and pre‑authorization, issuing approval letters per policy guidelines
- • Conduct patient visits and ensure compliance with ISD protocols
- • Handle special cases, arbitration, ACOS and ALOS management
- • Coordinate local and international evacuations and discharge planning
- • Negotiate rates, enforce cost‑containment measures and advise clients on cost‑effective options
- • Supervise the 24‑hour call centre, ensure seamless access to care and maintain target call‑drop rates
- • Respond promptly to client inquiries, manage feedback and escalate incidents as needed
- • Build and maintain relationships with healthcare providers, insurers and contracted partners
- • Refer eligible members to CDM programs and support home‑care management