The Defence Forces Medical Insurance Scheme (DEFMIS) held a sensitization seminar for its Customer Care staff at the United Kenya Club, Nairobi.
The seminar focused on enhancing service delivery skills of all DEFMIS personnel and saw participants taken through various topics including Customer Service skills, Effective Communication, Professional skills of Administration, Information and Communication Technology (ICT), data protection and mental wellbeing.
Brigadier Hussein Amin, the Managing Director DEFMIS noted that the Seminar is a Strategic initiative in the evaluation of the organization’s current practices and sharpens its capacity in delivering timely, clear and respectful service.
“In the health insurance environment, trust, transparency and empathy are not optional- they are operational requirements. The way we engage with members is as critical as the services we provide. Therefore, it is paramount for the end-state to remain the same: putting the DEFMIS member at the center of every decision and action.” He added.
Brigadier Amin further noted the scheme’s commendable performance despite the difficult economic uncertainties, adding that DEFMIS is soon rolling out biometric systems to enhance service delivery and a new mobile app that will replace the current hospital portal. The app will empower members to manage their benefits easily.
The seminar, facilitated by Seven Springs hub, aimed at developing personal and professional skills that will strengthen teamwork and enhance effective communication and steward service delivery. The course participants were later awarded certificates of participation, as recognition for their in-depth training.
DEFMIS is a post-retirement medical insurance scheme that provides medical cover to retired Kenya Defence Forces (KDF) officers, service members, and their dependants.
Among those present was the Deputy Managing Director Colonel Eunice Mandila, Senior Officers, Service members and Civilian staff from different DEFMIS departments.
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