Assisstant Manager or Manager- Key Account Management

Medi Assist; Bengaluru; On-site; INR 600,000 - 840,000; Full time

Job summary

Medi Assist in Bengaluru requires an experienced account management professional to oversee escalations, renewals, and stakeholder interactions. You will lead a team, coordinate with internal units and external partners, and drive service quality and governance.

The role focuses on resolving claims, improving customer satisfaction, and delivering reliable support for portal and app developments.

Qualifications

• Monitor escalations and resolve them daily to ensure timely closure.
• Review response quality and suggest improvements for voice/non-voice teams.
• Conduct trainings on policy changes and portal updates for teams.
• Interact with insurers, brokers, clients and customers to address queries promptly.
• Lead governance meetings and communicate health indicators to stakeholders.
• Coordinate with enrolment, claims, service delivery and provider networks to resolve issues.

Responsibilities

• Monitor outstanding claims and drive timely resolutions.
• Lead and coach a robust account management team.
• Ensure renewals and act as a bridge for portal/app support.
• Drive wellness programs for corporates with the wellness team.
• Provide logical solutions to customer grievances and process improvements.

Skills

Account management

Stakeholder management

Team leadership

Training

Process improvement

Customer service

Job description

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