Role & responsibilities

Role Overview The Customer Service Manager IL Sahayak is responsible for providing end-to-end cashless assistance to customers during hospitalization. The role focuses on ensuring a seamless, transparent, and hassle-free claims experience while maintaining high service standards and customer satisfaction.

Key Roles & Responsibilities

- Provide end-to-end support for cashless hospitalization cases across ICICI Lombard’s network hospitals.
- Coordinate with hospitals, internal teams, and customers to ensure timely approval and processing of claims.
- Ensure a smooth and hassle-free customer experience during the hospitalization journey.
- Conduct audit and verification of claims, including hospital documents, estimates, and bills.
- Identify discrepancies, escalate issues, and ensure compliance with policy terms and guidelines.
- Maintain regular communication with patients and their families, providing status updates and guidance.
- Collect and analyze customer feedback to improve service quality and customer satisfaction.
- Collaborate with internal stakeholders (Claims, Medical, Operations) to resolve queries and reduce TAT.
- Ensure adherence to company policies,



regulatory requirements, and quality standards.

Key Skills & Competencies

- Robust knowledge of health insurance claims (cashless process preferred)
- Excellent communication and interpersonal skills
- Ability to handle customer interactions in critical situations
- Strong analytical and auditing skills
- Proven Negotiation skills
- Problem-solving mindset with attention to detail
- Ability to work under pressure and manage multiple cases simultaneously

Key Performance Indicators (KPIs)

- Customer satisfaction (CSAT scores)
- Turnaround time (TAT) for cashless approvals
- Accuracy in claims audit and documentation resulting in savings
- Reduction in escalations and complaints
- Feedback quality and service improvement initiatives

Preferred candidate profile

Qualifications & Experience

- Graduate in any discipline (Healthcare/Insurance background preferred)
- 1-2 years of experience in health insurance, TPA, or hospital coordination roles
- Prior experience in cashless claims processing or field support is an added advantage

📌 Customer Service Manager (Chennai)
🏢 ICICI Lombard
📍 Chennai