Senior Case Manager – Call Centre (First Assurance Kenya)

SENIOR CASE MANAGER – CALL CENTRE Company: Absa General Insurance Co Kenya Limited About The Role Absa General Insurance is seeking a dedicated Senior Case Manager to join our 24-hour call centre operations. In this role, you will be the voice of customer excellence, managing both inbound and outbound calls while guiding insured members through their healthcare benefits journey. You will handle complex customer inquiries, process medical pre-authorizations and approvals, resolve escalated complaints, and ensure every interaction meets our high standards of professionalism and efficiency. Your core responsibilities will include managing customer calls with precision and empathy, attending to membership eligibility queries, coverage questions and benefit information requests. You will issue medical pre-authorizations and approvals in strict compliance with policy provisions and timeframes, receive and document customer complaints, then follow through to resolution. Post-hospitalization follow-up calls will be your avenue to gather service feedback and enroll clients in our chronic disease management program. You will also advise members on cost-effective benefit utilization and negotiate rates with third-party providers. Beyond direct customer interaction, you will contribute to operational excellence by identifying service gaps, implementing corrective measures, and assisting with call centre scheduling to ensure seamless 24-hour coverage. Your work will directly impact how we serve thousands of clients across our network, and you will be expected to maintain strict confidentiality while complying with all data protection regulations. What We're Looking For You must hold a Bachelor's Degree or Diploma in Nursing, Clinical Medicine, Health Management or a related field, with current professional registration from the Kenya Registered Clinical Nurses or equivalent statutory body. You will have a minimum of two years of clinical experience combined with three years of case management experience in an insurance or healthcare environment. Proficiency in CRM systems and Microsoft Office Suite is essential. You must demonstrate excellent communication skills, genuine empathy, strong negotiation abilities, and a proven capacity for problem-solving. Your customer-centric mindset, adaptability and collaborative approach will set you apart. A solid understanding of insurance policies, regulations and compliance standards is fundamental to success in this position. A Further Education and Training Certificate in Business, Commerce or Management Studies is required. This is your opportunity to make a real difference in people's healthcare journeys while growing your career within a proudly African financial services leader with over 100 years of heritage and presence across ten countries.