Care Manager – Call Centre Agent

Minet is a trusted pan-African advisor that meets the uncertainties of tomorrow by delivering risk and human capital solutions today. As the largest Aon Global Network Correspondent, Minet has access to a network of over 50,000 colleagues in 120 countries as well as proprietary data, research and analytics which enable us to manage and secure the risks of tomorrow and provide clients with an unrivalled advantage.

Care Manager – Call Centre Agent

Purpose for the Job

• The main purpose for the job is to ensure that Minet clients receive quality healthcare at the most reasonable cost, enhance customer experience and offer clinical support to the business.

Duties and Responsiblities

Case management & Pre-authorization

• Timely adjudication and issuance of approval letters as per policy guidelines.

• Ensure that all admitted patients are visited and case management process is compliant to ISD protocol.

• Management of Special Cases & Arbitration.

• Management of ACOS & ALOS.

• Manage local and abroad evacuations.

• Cost containment

• Enforcement of rates, Discount negotiations, Client Advisory, Step down management, Discharge planning, Homecare management.

• Call Centre Management

• Effective management of the 24-hour call Centre. Ensure seamless access to care.

• Professional, accurate and timely responses to clients.

• Attend to customer feedback/complaints.

• Timely escalation and reporting of any incidences.

• Maintain desired call drop rate.

• Enhance Customer Experience