Job Description

: Manager Claims and Customer Support Qualifications: \xe2\x97\x8f_ Bachelor\'s degree in a related field (Insurance, Insurance Broking and TPA, Business, or similar). _ \xe2\x97\x8f 2-3 years experience in customer support in the insurance, Insurance Broking and TPA, Business, or similar \xe2\x97\x8f Strong analytical skills and proficiency in Excel \xe2\x97\x8f Excellent communication and interpersonal skills. \xe2\x97\x8f Should be fluent in English, Kannada, Hindi \xe2\x97\x8f Problem-solving abilities and a commitment to delivering exceptional customer service. \xe2\x97\x8f Knowledge of health insurance policies, procedures, and regulations is a plus Claims Management: \xe2\x97\x8f Oversee the processing of health insurance claims, ensuring accuracy, efficiency, and compliance with industry standards and regulations. \xe2\x97\x8f Identify and resolve complex or escalated claims issues, working closely with team members and other departments as needed. \xe2\x97\x8f Determine who the key stakeholders are within your organization and among the insurers. Set up regular meetings or workshops with the relevant parties to streamline the claims process, reduce processing times, improve customer satisfaction, or address specific issues. \xe2\x97\x8f Ensure that all stakeholders have access to the necessary information and documentation related to claims processes, policies, and guidelines. This can include sharing process flowcharts, policy documents, and training materials \xe2\x97\x8f Once you\'ve identified areas for improvement, implement changes collaboratively and monitor the results. Be prepared to make further adjustments as needed \xe2\x97\x8f Keep all parties informed about progress, changes, and improvements. Regular updates can help maintain engagement and demonstrate commitment to the process. \xe2\x97\x8f Implement and maintain quality assurance processes to ensure claims are processed accurately and efficiently. Team Management: \xe2\x97\x8f Lead and motivate a team of customer support representatives, ensuring they provide exceptional service and meet performance targets. \xe2\x97\x8f Be on top of all customer complaints and escalations. Handhold the team into managing complex customer queries and grievances \xe2\x97\x8f Continuously review and improve customer care processes to enhance efficiency and effectiveness. \xe2\x97\x8f Collaborate with cross-functional teams to implement process improvements and system enhancements. \xe2\x97\x8f Develop and maintain standard operating procedures for the customer care team. \xe2\x97\x8f Ensure that the team delivers exceptional customer service through various communication channels (phone, email, chat, etc.). \xe2\x97\x8f Handle escalated customer issues and provide resolutions in a timely and satisfactory manner. \xe2\x97\x8f Monitor and analyze customer interactions to identify opportunities for improvement. \xe2\x97\x8f Develop and deliver training programs to enhance the skills and knowledge of the customer care team. \xe2\x97\x8f Ensure that team members are up-to-date with product knowledge and industry trends. \xe2\x97\x8f Conduct regular audits and provide feedback to team members for continuous improvement. Data Analysis: \xe2\x97\x8f Utilize Excel and other tools to prepare, analyze, and interpret data related to insurance claims. \xe2\x97\x8f Ensure that all stakeholders have access to the necessary information and documentation related to claims processes, policies, and guidelines. This can include sharing process flowcharts, policy documents, and training materials \xe2\x97\x8f Create and maintain monthly information sheets to identify trends in claims, such as common issues or patterns, even frauds. \xe2\x97\x8f Use data insights to recommend and implement process improvements, reducing claims burdens and enhancing the customer experience. Customer Support: \xe2\x97\x8f Handle escalated customer inquiries or complaints, providing timely and satisfactory resolutions. \xe2\x97\x8f Develop and maintain customer service guidelines and standards to ensure consistency and quality of support. Job Types: Full-time, Permanent Salary: \xe2\x82\xb9400,000.00 - \xe2\x82\xb9800,000.00 per year Schedule:

• Monday to Friday
• Rotational shift
• Weekend availability

Ability to commute/relocate:

• Bengaluru, Karnataka: Reliably commute or planning to relocate before starting work (Required)

Education:

• Higher Secondary(12th Pass) (Preferred)

Experience:

• Technical support: 1 year (Preferred)
• total work: 1 year (Preferred)
• Customer service: 1 year (Preferred)

Language:

• Hindi (Preferred)
• English (Preferred)

Speak with the employer
+91 7304061481