Senior Case Manager – Call Centre (First Assurance Kenya)

SENIOR CASE MANAGER – CALL CENTRE About Sokify Sokify is Kenya's leading online marketplace, committed to connecting buyers and sellers with excellence and integrity. We're part of a legacy of trust spanning over a century, now reimagined for the digital age. When you join us, you become part of a dynamic team shaping Africa's future—one interaction, one transaction, one success story at a time. The Opportunity We're seeking an experienced Senior Case Manager to join our Call Centre team. In this critical role, you'll be the voice of customer excellence, delivering responsive and professional support to our insurance clients 24/7. You'll manage both inbound and outbound calls while guiding members through their benefits, addressing complex issues, and ensuring every interaction reflects our commitment to quality service and genuine care. What You'll Do You'll handle the full spectrum of customer interactions—answering calls, responding to emails, and resolving inquiries about membership eligibility, coverage, benefit information, and claim approvals. Your problem-solving skills will be essential as you address complex customer concerns, provide accurate information, and deliver solutions within agreed timeframes while maintaining professionalism and composure. You'll guide insured members about their benefits, help them identify appropriate service providers, and recommend cost-effective healthcare options such as maternity packages and chronic disease management programs. You'll process medical pre-authorizations, approvals, and undertakings in full compliance with policy provisions and regulatory authority limits. When issues escalate, you'll follow through systematically to ensure resolution and client satisfaction. Managing the administrative side, you'll document customer complaints and queries, prepare daily admissions reports for brokers and employer human resource teams, and compile section reports on daily, weekly, and monthly cycles. You'll also schedule call centre staff for seamless 24-hour coverage based on rotation schedules and workload distribution. Beyond reactive support, you'll conduct outbound follow-up calls with post-hospitalization clients, gather service feedback, and encourage enrollment in chronic disease management programs. You'll identify service gaps, implement corrective measures, and negotiate rates to ensure recoveries from third-party payers like the Social Health Authority. Your commitment to confidentiality, data protection compliance, and continuous learning will set the standard. You'll expand your technical knowledge through self-directed learning, training, and mandatory continuing professional education, while sharing insights with colleagues to strengthen team capabilities. Who You Are You hold a Bachelor's Degree or Diploma in Nursing (registered with KRCHN), Clinical Medicine, Health Management, or a related field, with a current, valid professional license. You bring minimum two years of direct clinical experience and at least three years of dedicated case management experience in a healthcare or insurance setting. Your technical proficiency includes CRM software and the Microsoft Office Suite. You communicate with exceptional clarity, demonstrate genuine empathy, and excel at negotiation and collaboration. You're naturally customer-centric, adaptable under pressure, and skilled at solving problems creatively. You understand insurance policies, regulations, compliance requirements, and industry standards deeply. You've also completed a Further Education and Training Certificate (FETC) in Business, Commerce, and Management Studies. Why Join Us We invest in your professional development, providing tools, guidance, and support to unlock your full potential. You'll work within a family-oriented organization that values your contributions and recognizes your role in shaping our collective future. Design your career path with us and discover what's truly possible.