Call Centre Executive (Clinical)

Afia Concept Claims Settling Agency (ACS) is hiring for the Call Centre Executive (Clinical) position in Nairobi. This is a full time, mid level role. Qualification level: Bachelors; experience: 0 – 4 yrs. Afia Concept Claims Settling Agency (ACS) is a forward-thinking healthcare consulting firm operating in East Africa, with headquarters in Nairobi, Kenya. Applications close on 2 November 2026.

Established to bridge the gap between healthcare infrastructure and accessible, high-quality services, ACS offers end-to-end solutions in healthcare facility design, health financing advisory, digital health, and operational management.Role Purpose

The Call Centre Executive serves as the first point of contact for members, delivering professional customer service while addressing general clinical enquiries.

Key responsibilities

• Handle inbound and outbound calls, emails, and messages from members, providers, clients, and other stakeholders in a professional and timely manner.
• Provide accurate information on scheme benefits, exclusions, processes, and services, resolving enquiries at first contact wherever possible.
• Identify members requiring urgent or emergency care and facilitate prompt referral or escalation.
• Deliver a professional, empathetic, and member-centered experience across all interactions.
• Build member trust by providing accurate information, clinical guidance, and responsive support.

Requirements

• The role combines strong customer service skills with sound clinical judgement to enhance member experience, improve…

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