Supervisor-Member Services

5 days ago

Nzalae Nzawa locations Kitui County, Kenya Maxicare Healthcare Corporation Full time 1,200,000 - 2,400,000 per year

SUPERVISOR - MEMBER SERVICES
Level: Supervisor
Reporting Line:
Asst. Manager - Member Services/ Manager - Member Services

Customer Type:
Maxicare Members

Position Accountability Statement
The Inhouse Representative is responsible for handling inbound calls from customers, particularly those related to concerns or appointment scheduling at our Primary Care Clinic. This role requires providing exceptional customer service, addressing inquiries or issues promptly and efficiently, and ensuring alignment with the organization's service standards and goals.

Broad Responsibility Highlights
Customer Service:

  • Assisting to book an appointment in our PCC
  • Providing assistance in follow up in their laboratory result.
  • Handles inbound calls from customers, addressing inquiries, complaints, and requests in a professional manner.
  • Provides accurate information regarding products, services, policies, and procedures.
  • Escalates complex issues to the appropriate department or supervisor when necessary.

Call Management

  • Manages call volume efficiently, ensuring timely responses to customer inquiries.
  • Follows standard operating procedures for call handling and documentation.
  • Logs and updates customer interactions in the system as required.
  • Adheres to call scripts and processes to maintain consistency and quality.

Performance Monitoring

  • Meets or exceeds individual performance targets, including average handle time (AHT), call resolution rates, and customer satisfaction scores (CSAT).
  • Receives regular feedback and coaching to improve performance and customer service skills.
  • Utilizes key performance indicators (KPIs) to track and monitor performance.

Problem Resolution

  • Provides timely and effective resolutions for customer concerns or issues.
  • Identifies customer needs and offers suitable solutions to enhance satisfaction.
  • Demonstrates active listening and empathy when handling customer complaints or challenging situations.

Communication

  • Communicates clearly and professionally with customers, colleagues, and supervisors.
  • Escalates issues to higher management or departments when necessary for further assistance.
  • Maintains effective communication and collaboration with team members and leadership.

Adherence To Policies

  • Ensures compliance with company policies, procedures, and quality standards.
  • Follows data protection guidelines to safeguard customer information.
  • Maintains knowledge of the latest updates on services, products, and procedures.

Reporting And Documentation

  • Accurately records and documents customer interactions, including complaints, inquiries, and resolutions.
  • Submits daily/weekly performance reports, including call logs and customer feedback.

Team Collaboration

  • Collaborates with team members and other departments to ensure smooth operations and customer service delivery.
  • Participates in team meetings and shares insights to improve team performance.

Motivation And Morale

  • Contributes to a positive and energetic work environment by maintaining a professional attitude.
  • Actively engages in team-building activities and supports a cooperative team dynamic.

Desired Skills And Competencies

  • Customer-Centric Approach
  • Effective Communication Skills
  • Problem Solving
  • Time Management
  • Attention to Detail
  • Patience and Empathy

  • Provider Services Supervisor

    5 days ago

    Nzalae/ Nzawa locations, Kitui County, Kenya Maxicare Healthcare Corporation Full time $40,000 - $80,000 per year

    Role: PROVIDER SERVICES SUPERVISOR - VOICELevel: SupervisorReporting Line: Provider Services Assistant ManagerCustomer Type: Maxicare Providers and MembersPosition Accountability StatementThe Provider Services Supervisor - Voice plays a critical role in ensuring the smooth functioning of the Voice performance and has a direct impact on the efficiency of the...

  • Online Project Supervisor, Opinion

    3 days ago

    Nzalae/ Nzawa locations, Kitui County, Kenya Leger Full time 1,200,000 - 3,600,000 per year

    SummaryThe Online Project Supervisor works in close collaboration with Project Managers to ensure the successful execution of online projects. This includes drawing samples, sending e-mails, monitoring quotas and timelines, and ensuring that invitation standards (spam, list quality, etc.) are respected.This role requires a combination of customer service...

  • Head of Cybersecurity Strategy

    5 days ago

    Nzalae/ Nzawa locations, Kitui County, Kenya Securitas Security Services Europe Full time $120,000 - $180,000 per year

    Securitas GroupSecuritas is a world-leading safety and security solutions partner thathelps make your world a safer place. By leveraging technology in partnership with our clients, we offer a broad portfolio of value-enhancing services and solutions integrated across the security value chain – from on-site services to advanced monitoring, comprehensive...

  • Cargo Agent

    5 days ago

    Nzalae/ Nzawa locations, Kitui County, Kenya 1Aviation Groundhandling Services, Corp. Full time ₱150,000 - ₱200,000 per year

    DepartmentCargoEmployee TypeProbationary Now Hiring: Cargo Agent – Pasay (Manila) | Build Your Aviation Career with 1AviationLooking for a rewarding job in the aviation and logistics industry? Start your career as a Cargo Agent with 1Aviation in Pasay and be part of a dynamic, fast-paced airport operations team committed to excellence, safety, and customer...

  • Helpdesk Specialist

    5 days ago

    Nzalae/ Nzawa locations, Kitui County, Kenya Maxicare Healthcare Corporation Full time 1,200,000 - 2,400,000 per year

    Job Title: Helpdesk SpecialistDepartment: Customer Care - Provider ServicesDivision: OperationsReports to (Position of Immediate Superior): Helpdesk SupervisorI. Primary Job ResponsibilityAccountable for the accurate implementation of members' healthcare benefit policies at the assignedHelpdesks focusing on utilization management and the delivery of superior...

  • Service Technician

    5 days ago

    Nzalae/ Nzawa locations, Kitui County, Kenya BryComm, LLC Full time $45,000 - $65,000 per year

    Job DescriptionPosted Thursday, October 30, 2025 at 4:00 AMBuild Your Career Where You MatterJoin The Cook & Boardman Group, the nation's leading provider of architectural doors, frames, hardware, specialty products, and complete security integration services.At The Cook & Boardman Group, trust and communication are the foundation of how we work. We foster...

  • Inpatient Care Officer

    5 days ago

    Nzalae/ Nzawa locations, Kitui County, Kenya Maxicare Healthcare Corporation Full time 1 - 2 per year

    Role: INPATIENT CARE OFFICERLevel: SupervisorLeadership Responsibility: Inpatient Blended RoleReporting Line: Assistant Manager - Provider Services, Customer CarePosition Accountability StatementThe Inpatient Care Officer plays a critical role in ensuring the smooth functioning of the overall InpatientTeam and has a direct impact on the efficiency of the...

  • Provider Services Assistant Manager-CE

    5 days ago

    Nzalae/ Nzawa locations, Kitui County, Kenya Maxicare Healthcare Corporation Full time 900,000 - 1,200,000 per year

    Role: PROVIDER SERVICES ASSISTANT MANAGER - CUSTOMER ENGAGEMENTLevel: Assistant ManagerReporting Line: Provider Services ManagerCustomer Type: Maxicare Providers and MembersPosition Accountability StatementThe Provider Services Assistant Manager-Customer Engagement is accountable for the direct management of theCustomer Engagement team to drive performance...

  • Front Desk Agent-Embassy Suites Baton Rouge, LA

    3 days ago

    Nzalae/ Nzawa locations, Kitui County, Kenya Blue Sky Hospitality Solutions Full time $30,000 - $60,000 per year

    Position: Front Desk Supervisor Date:Reports to: Front Office ManagerJob SummaryThe Front Desk Supervisor is responsible for assisting the Front Office Manager in managing the Front Office operations to achieve customer satisfaction, quality service and compliance with corporate/franchise policies and procedures while meeting/exceeding financial goals....

  • Transportation Assistant

    5 days ago

    Nzalae/ Nzawa locations, Kitui County, Kenya U.S. Department of Veterans Affairs Full time 144,000 - 180,000 per year

    SummaryVeteran Transportation Service (VTS) will operate within the Service located at the VA Medical Center/Health Care System (VAMC/HCS) with several Community Based Outpatient Clinics. This position is a Transportation Coordinator at the facility level and acts as primary contact to Veterans for transportation needs.QualificationsTo qualify for this...