Assistant Manager IDE (Insurance Desk Expert)

Job Title: Assistant Manager IDE (Insurance Desk Expert)

Experience: 2 to 3 Years

Salary Range: 4to 5 LPA

Location: One of our reputed partner hospitals in and around Koramangala, Bengaluru.

Department: Client Servicing KCSPL

Reports To: Manager / Regional Manager Client Servicing

About Us

WeAssist, a services brand of Karthika Consulting & Solutions Private Limited, operates at the intersection of Insure-Tech, FinTech, and HealthTech. We build technology-driven platforms that simplify Reimbursement Claims, Cashless Claims, and healthcare insurance services, partnering with leading corporate hospital chains across India.

Over the past ten years, WeAssist has successfully managed thousands of healthcare reimbursement cases, delivering a seamless claims experience for patients, hospitals, insurers, and corporate partners. Backed by over three decades of insurance industry expertise through our parent company, Karthika Insurance, we combine deep domain knowledge with modern technology to build innovative digital healthcare solutions.

Job Summary The Assistant Manager IDE will be responsible for managing and overseeing the day-to-day operations of the Insurance Desk Expert team deployed at partner hospitals.

The role involves team management, hospital relationship management, claims coordination, operational monitoring, grievance handling, quality control, and client servicing. The Assistant Manager will ensure that the team delivers timely and accurate support to patients, hospitals, TPAs, insurance companies, and internal stakeholders.

The incumbent will be responsible for monitoring team performance, ensuring adherence to processes and SLAs, resolving operational issues, coordinating with cross-functional teams, and escalating critical matters to senior management when required.

Key Job Duties & Responsibilities

1. Team & Operations Management

- Manage and supervise the IDE/Claim Assistance team deployed at partner hospitals.
- Allocate daily tasks and ensure effective utilization of team members.
- Monitor attendance, productivity, performance, and service quality.
- Conduct regular team reviews and provide guidance, coaching, and feedback.
- Ensure smooth functioning of day-to-day insurance desk operations.
- Monitor workload and ensure timely completion of assigned claims and patient requests.
- Identify operational gaps and implement corrective actions.

2. Hospital & Client Relationship Management

- Develop and maintain solid working relationships with hospital staff, billing teams, insurance desks, and key stakeholders.
- Act as the primary point of contact for operational concerns at assigned hospital locations.
- Understand hospital requirements and ensure timely resolution of service-related issues.
- Coordinate with clients and hospital management to maintain service quality and operational standards.




- Conduct regular reviews with hospital/client stakeholders and share operational updates.

3. Claims & Insurance Operations

- Oversee the collection and verification of necessary documents from patients and hospitals.
- Ensure claim files are complete and accurate before submission to the approval/back-end team.
- Coordinate with internal Medical, Claims Assistance, Operations, and Back Office teams for claim processing.
- Monitor cashless and reimbursement claim-related activities.
- Ensure timely coordination with TPAs and insurance companies wherever required.
- Monitor claim status and ensure appropriate follow-up until closure.
- Ensure patients receive accurate information regarding claim procedures, deductions, documentation, and reimbursement processes.

4. Quality & Process Compliance

- Ensure the team follows defined SOPs, processes, and quality standards.
- Conduct regular audits/checks of claim files and documentation.
- Identify errors, recurring issues, and process gaps and take corrective action.
- Ensure accurate and timely data entry and documentation.
- Monitor SLA adherence and escalate potential delays proactively.
- Maintain confidentiality of patient, hospital, insurance, and company information.

5. Grievance & Escalation Management

- Handle grievances and operational issues raised by patients, hospital staff, and clients.
- Resolve issues within the defined escalation matrix and turnaround time.
- Escalate critical or unresolved matters to the Manager, Regional Manager, Business Head, or relevant stakeholders.
- Ensure proper documentation and closure of escalated cases.
- Identify recurring grievances and work towards preventive solutions.

6. Reporting & MIS

- Prepare and submit daily/weekly/monthly operational reports.
- Track claim volumes, closures, pending cases, escalations, productivity, and SLA performance.
- Maintain accurate MIS and provide insights to management.
- Monitor team and location-wise performance and highlight areas requiring improvement.
- Support management with operational data and performance analysis.

7. Cross-Functional Coordination

- Coordinate effectively with Finance, Claims Assistance, Medical, Back Office, HR, IT, Marketing, and other internal teams.
- Ensure smooth flow of information between hospital teams, internal teams, patients, and insurance stakeholders.
- Support implementation of new processes, systems, and technology solutions.
- Coordinate with relevant teams to resolve system, billing, claims,



and operational issues.

8. Leadership & People Management

- Lead, motivate, and develop team members to achieve operational objectives.
- Identify training requirements and coordinate with management for necessary training.
- Support onboarding and process training of new team members.
- Promote accountability, professionalism, teamwork, and customer-centricity.
- Handle performance-related concerns and provide timely feedback to team members.
- Encourage continuous improvement and ownership within the team.

Qualifications & Skills

- Any Diploma / Graduate / Undergraduate degree.
- 3 to 6 years of relevant experience in hospital operations, health insurance, claims processing, TPA operations, client servicing, or healthcare operations.
- Experience in managing a team is preferred.
- Prior experience working in a hospital or insurance/TPA environment will be an added advantage.
- Strong communication and interpersonal skills.
- Good analytical and problem-solving abilities.
- Robust customer and relationship management skills.

Required Competencies

- Strong team management and leadership skills.
- Solid analytical and problem-solving abilities.
- Excellent verbal and written communication.
- Strong ownership and accountability.
- Ability to manage multiple priorities simultaneously.
- Good decision-making and escalation management skills.
- Attention to detail and process orientation.
- Strong stakeholder and relationship management skills.
- Ability to work independently and under pressure.
- Good time management and organizational skills.
- Willingness to learn and adapt to new technologies and processes.
- Positive attitude and strong team-player mentality.

Additional Skills

- Strong verbal and interpersonal communication skills.
- Ability to build and maintain strong relationships with hospital and client stakeholders.
- Strong negotiation and conflict-resolution skills.
- Ability to manage multiple hospital/operational requirements simultaneously.
- Ability to analyze operational data and identify improvement areas.
- Ability to manage and resolve escalated patient and hospital grievances.
- Strong leadership and people-management capabilities.
- Ability to work with a high degree of confidentiality and professionalism.
- Ability to take ownership of assigned responsibilities and deliver results within timelines.
- Ability to work effectively in a fast-paced and changing environment.
- Willingness to take on additional responsibilities and support business requirements as needed.
- Ability to coordinate and maintain smooth working relationships with cross-functional departments such as Finance, Claims Assistance, Medical, Back Office, IT, HR, and Marketing.
- Ability to manage assigned tasks while simultaneously overseeing the responsibilities and performance of team members.

📌 Manager IDE ( Partner Hospital ) (Bengaluru)
🏢 Karthika Consulting u0026 Solutions
📍 Bengaluru