Role & responsibilities:
Monitor outstanding claims, handle and resolve escalations on a daily basis
Review response quality of voice or non-voice teams on a timely basis and suggest improvements
Conduct trainings to the voice and non-voice team with respect to the policy changes, changes in the portal etc.
Interact with internal & external stake holders to ensure customer queries are addressed in timely manner
Conduct Monthly/quarterly governance meetings based on the customer requirement and share inputs on the health of the account (ICR, CPC, CPA details) and communicate to all external stakeholders (insurers, brokers, clients, customers) on a timely basis
Interact with the internal stakeholders (enrolment, claims processing, claims receiving team,
Service Delivery team, provider network team) on all challenges/process improvements and




provide logical solution to all concerns/grievances raised by the customers
Monitor and ensure error logs are cleared on a timely basis
Ensure timely renewals and act as a bridge between the customer and internal stakeholders to enable support in terms of portal and app development, enrolment etc
Initiating wellness activities/programs for corporates with the help of wellness team and own the program through closure
Build a robust team of account management team. Conduct performance reviews, offer feedback, coach and guide team.
Key Results and Outcomes driven by this role:
Retention
Clearance of outstanding claims
Enhanced customer service/satisfaction
Building long term relationship with insurer and broker

📌 Assisstant Manager Or Manager Key Account Management Bengaluru (India)
🏢 Medi Assist
📍 India