Job Description

Meridian Health Group is one of the market leaders in quality, cost-effective and accessible health care in Kenya and the East African region.

At the heart of our corporate philosophy is a devotion to patient centered care and service excellence.

We are dedicated to providing effective and efficient care in a safe and welcoming environment.

We seek to recruit competent and qualified individuals in the following capacity:

Customer Care Officer

Job Purpose: The Customer Care Officer is responsible for receiving and guiding all the clients through the clinical departments at the branch to ensure efficient service delivery and patient satisfaction.

The CC is the customer service champion at the clinic and is expected to portray exemplary customer service at all times.

Key Responsibilities / Duties

Operational Responsibilities

• Responsible for dispatching of corporate claim invoices, smart reports and ensuring completeness of claim forms and invoices and preparation of the dispatch reports.


• Responsible for preparation and issue of receipts to customers.


• Timely preparation of petty cash float requisitions for reimbursements /replenishment.


• Receiving all clients in a pleasant and professional manner.


• Collecting the relevant client bio data and updating the same accurately and completely in the Electronic Medical


• Records system and any other system that may be in place for service provision.


• Verifying validity of all insured clients in the relevant database before services are provided.


• Queuing the clients to the relevant clinical departments and guiding the clients accordingly.


• Seeking preauthorization for insurance patients based on the Insurers guidelines in liaison with the client Service department.


• Filling in appropriate claim forms and guiding the clients on the relevant areas for signing.


• Compiling all medical examination reports and verifying their completeness before forwarding the same to the client service department.


• Filing of all official documents pertaining to the branch including all licenses, contracts, and SOPS.


• Receiving, recording and communicating all client feedback.


• Responding to all client queries.


• Recording and reporting all incidents that occur at the branch.


• Receive all in-coming calls to the organization and direct them to the relevant departments/persons.


• Receiving and distributing both incoming and outgoing official mail accordingly.


• Managing and replenishing the branch stationery and general supplies to avoid stock-outs.


• Maintaining cleanliness and tidiness at all times at the reception are by;


• Keep the reception desk neat, tidy and free from clutter.


• Ensuring seats are well-arranged.


• Organize for cleaning of any spillage as soon as it occurs.


• Placing magazines/newspapers neatly on the stands or tables.


• Schedule branch meetings in liaison with the Branch manager and take minutes during the meetings.


• Providing a link between all departments in the branch to ensure efficient service provision at all times.


• Participate in marketing activities that may be scheduled for the branch.


• Sending requisite reports as communicated from time to time.


• Any other duties that may be assigned to you.


• Financial support


• Custodian of petty cash and cash revenues received on a daily basis.


• Accounting for the petty cash transaction by preparation and compilation of the petty cash used supporting documents and submission of the same to the Treasury Accountant.


• Billing for all medical examination reports done at the branch.


• Preparing and reconciling cash revenues report to the Navision® and Kranium system on a daily basis and accounting with supporting documents any cash revenue spending. This is submitted to the Trade Payables accountant and the Treasury Accountant on a daily basis.

Job Competencies (Knowledge, Experience and Attributes / Skills)

Academic Qualifications

• O-levels/A-Levels

Professional Qualifications

• Diploma/ Bachelor’s degree in any business-related field.

Other know-how required apart from academic and professional qualifications

• Computer skills


• Customer care training

Previous relevant work experience required

• At least 1yr experience post internship experience in a similar position

Functional Skills:

• Keen on detail with a high degree of accuracy


• Accurately enter data


• Computer Skills


• Ability to work under pressure

Personal Attributes

• Outstanding communication and interpersonal skills


• Team Player


• Time Management


• Honesty and high integrity

How to Apply

Interested candidates meeting the requirements for any of the positions above should send current CV and cover letter quoting the post applying for in the subject line to: hr@mhg.co.ke by close of business 20th December, 2021.

Due to urgency in filling the above positions, shortlisting will be done on a rolling basis.

Only shortlisted candidates will be contacted.

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