Service Centre Unit Lead (L2) Jobs at T4Health Kenya in Orbit Place, 4th Floor, Westlands, Nairobi — GoKaziniBack to all jobsOrbit Place, 4th Floor, Westlands, Nairobi Est. KES 80,000 – 130,000/moEst. On-siteFull-timeMid-level Required
- Minimum of six (6) months of continuous service as an Agent within the Apeiro L2 National Service Desk.
- Demonstrated consistent performance against agreed Key Performance Indicators (KPIs) during the period of service.
- Bachelor's degree in Information Technology, Computer Science, Health Informatics, or a related field.
- Hands-on working knowledge of Apeiro platforms, including Provider Portal, SHA ERP, eClaims, and related systems.
- Familiarity with HMIS systems (L5/L6), Practice 360, and Konvergenz ecosystem workflows.
- Understanding of the TaifaCare support hierarchy (L0–L4) and established escalation pathways.
- Proficiency in the CRM and ticketing systems used within the National Service Desk.
Strong root cause analysis and structured troubleshooting skills.
Demonstrated ability to guide, mentor, and support peers within a team environment.Strong written and verbal communication skills, with the ability to engage effectively with both technical and non-technical audiences.Proven reliability in SLA-driven environments, with a high level of personal accountability and ownership.Ability to remain calm, decisive, and effective under pressure, particularly when managing P1 and P2 incidents.Strong commitment to accurate documentation, knowledge sharing, and continuous improvement.Nice to Have
- Prior exposure to SHA processes and healthcare claims administration.
- Familiarity with hospital information systems and digital health platforms.
- Experience supporting Safaricom Device Management, Biometrics, and Health Information Exchange (HIE) platforms.
- Understanding of healthcare claims processing workflows, including eligibility, claims submission, adjudication, and resolution.
- Strong understanding of the TaifaCare/SHA Benefits Matrix and its application across different healthcare services and member categories.
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