Medical Contact Centre Assistant (1 Year Fixed-Term Contract)

Role Overview

In this role, you will coordinate medical assistance for scheme members, handling enquiries and approvals through phone and email while recording each case in the CRM. Your work helps members, intermediaries and healthcare providers receive clear, timely support, with decisions made in line with policy cover and service standards.

Key Responsibilities

• Manage incoming calls and emails about medical care, claims, complaints and service instructions; respond directly or route cases to the appropriate team.
• Verify information with clients and coordinate with intermediaries, service providers and underwriters to clarify cover and scheme benefits.
• Set admission case parameters, including claim reserves, initial authorised costs, applicable benefits and approved duration.
• Issue outpatient approvals by email within agreed service-level timelines, and coordinate admission and discharge arrangements.
• Provide continuous support to medical scheme members, ensuring cases are handled in accordance with policy guidelines.
• Record interactions and case updates in the CRM to maintain a clear, traceable service history.
• Prepare periodic management reports on medical cases and emerging issues, and contribute to service-quality improvements against the assigned QA target.
• Monitor telephone budget allocation and confirm that calls are routed through the designated E1 lines.

Requirements & Qualifications

• Degree or diploma in nursing or a related medical field.
• Three to five years of experience in a similar medical assistance, healthcare service or insurance role.
• Knowledge of insurance regulatory requirements and the ability to apply policy terms when assessing service requests.
• Knowledge of Britam products and services.
• Strong telephone and written communication skills, with the ability to verify details, manage sensitive enquiries and coordinate effectively with multiple parties.