Call center Agent Job Vacancy in Kenya

Oasis Healthcare

Position Title: Call center Agent

Oasis Healthcare Group Limited is Kenya’s first and largest countrywide fully integrated private healthcare system, registered in October 2015 and born out of the Oasis Group Practice model of health services provision to harmonize the various companies & facilities existing across the country under the Oasis umbrella. We currently have facilities in the following counties: Kisii, Nyamira, Migori, Homa Bay, Siaya, Uasin-Gishu, Kitui, Nairobi, Kakamega, Bungoma, Busia, and Kajiado.


Job Summary:

The Call center Agent will be responsible for handling both inbound and outbound calls, serving as the primary point of contact for patients, healthcare providers, and various stakeholders. The primary role is to provide exceptional customer service and support, address inquiries, provide accurate information, and ensure customer satisfaction

Key Responsibilities

  1. Handle a high volume of inbound and outbound calls from patients, healthcare providers, and other stakeholders
  2. Provide exceptional customer service and support, addressing inquiries, concerns, and requests
  3. Actively listen to callers, understand their healthcare needs, and provide accurate information or appropriate solutions.
  4. Maintain a friendly and professional demeanor while speaking on the phone, adapting communication style to match the caller’s needs.
  5. Accurately document relevant information about customer interactions and inquiries in the call center’s database or electronic health records system.
  6. Familiarize yourself with healthcare policies, procedures, services, and medical terminology to provide accurate information to callers
  7. Troubleshoot and resolve issues within capabilities, escalating complex problems to supervisors or specialized departments as necessary
  8. Collaborate with other call center agents, supervisors, nurses, and support staff to ensure efficient and effective customer service delivery
  9. Manage time effectively, balancing call handling, documentation, and other administrative tasks.
  10. Embrace opportunities for continuous learning, including training sessions and feedback from supervisors to improve healthcare knowledge, communication skills, customer service expertise

Qualifications & Requirements

  1. A Diploma /degree in Communications and Public Relations or its equivalent
  2. Familiarity with CRM systems and practices
  3. Superior listening skills
  4. Strong communication skills.
  5. Ability to work collaboratively and build effective relationships with diverse stakeholders
  6. Two-year experience in a call center in a hospital environment  

Application Instructions

  1. Interested candidates are to email their cover letter and detailed curriculum vitae ONLY; including names and contacts of three references, to on or before 20th January 2024.
  2. The email subject line MUST include the job title and  preferred location of the position being applied for e.g., “CALL CENTER AGENT- NAIROBI”
  3. Canvassing of any nature will lead to automatic disqualification