Clinical Support

ICICI Lombard; Indore District; On-site; INR 600,000 - 900,000; Full time

Job summary

ICICI Lombard invites applications for a Medical Guidance Specialist role. You will handle inbound calls seeking second medical opinions, review documents, and provide clear, ethical medical advice to help customers understand diagnoses and treatment options.

You will document interactions, summarize observations in simple language, escalate when needed, and coordinate with Claims, Support, and Medical Underwriting.

Qualifications

• Document all customer interactions and medical assessments in the system.
• Summarize key clinical observations in simple language for customers.
• Identify cases needing escalation to senior medical experts.
• Ensure data confidentiality and compliance with data-protection guidelines.

Responsibilities

• Handle inbound calls from customers requesting a second medical opinion.
• Review medical documents, reports, prescriptions, and diagnostic findings.
• Provide clear, accurate medical advice on diagnosis and treatment options.
• Offer guidance on alternative treatments, referrals, and clinical pathways when relevant.
• Maintain empathy, respect, and professionalism in all interactions.
• Coordinate with internal teams for medical clarification and decision impact.

Job description

Role & responsibilities

1. Customer Interaction & Medical Guidance

• Handle inbound calls from customers requesting a second medical opinion.
• Review medical documents, reports, prescriptions, and diagnostic findings shared by customers.
• Provide clear, accurate, and ethical medical advice to help customers understand their diagnosis and treatment options.
• Offer guidance on alternative treatments, specialist referrals, and clinical pathways when relevant.
• Maintain empathy, respect, and professionalism in all customer interactions.

2. Clinical Assessment & Documentation

• Document all customer interactions, medical assessments, and advice provided in the system.
• Summarize key clinical observations and recommendations in easytounderstand language for customers.
• Identify cases that require escalation to senior medical experts or specialized departments.
• Ensure medical records are handled with utmost confidentiality and comply with data-protection guidelines.

3. Coordination & Collaboration

• Work closely with internal teams such as Claims, Customer Support, and Medical Underwriting for medical clarification.
• Provide inputs to claims teams when a customers medical understanding may impact claim decisions.
• Coordinate with network hospitals whenever additional clinical information is required.

4. Compliance & Quality Assurance

• Ensure all guidance is aligned with medical ethics and regulatory requirements.
• Follow the insurer’s protocols for customer communication and documentation.
• Participate in quality audits, training sessions, and continuous medical education modules.
• Adhere to SLAs for call handling, documentation accuracy, and customer satisfaction.

Contact Hr Geetanjali- 9324164944

Email ID- [e-mail]