Call Centre Nursing Executive (Contract)

Role Overview

This position is the front line of a medical services operation, acting as the first point of contact for healthcare business customers who need urgent help or routine support. The person in this role will handle emergency calls, process authorisation requests for insured care, and keep internal and external stakeholders informed about case decisions and cost responsibilities. Because every interaction can affect whether a member receives timely treatment and how costs are controlled, the role is central to maintaining trust, efficiency, and clear communication.

Key Responsibilities

• Answer emergency medical calls and help maintain round-the-clock call centre coverage.
• Manage incoming telephone calls, visitors, and messages that arrive through digital or in-person channels.
• Review and issue inpatient and outpatient approvals for insured members whose requests qualify under applicable rules.
• Provide stakeholders with reports on how cases are handled and what cost responsibility applies.
• Contribute information for customer service reporting and prepare daily, weekly, or monthly summaries when requested.
• Support cost-control efforts by following established guidelines and flagging potential concerns.
• Resolve customer problems and questions promptly, passing complex matters to the appropriate colleague when needed.
• Help uphold a professional atmosphere within the office environment.

Requirements & Qualifications

• Diploma in Clinical Medicine or Nursing (KRCHN).
• Training in customer experience would be an added advantage.
• At least three years of experience in a fast-paced healthcare setting.
• At least one year of experience in a unit that manages a medical call centre.
• Ability to handle emergency calls, customer enquiries, and approval tasks with accuracy and composure.