Customer Service Manager

ICICI Lombard; Chennai District, Jaipur, Mumbai; On-site; INR 600,000 - 900,000; Full time

Job summary

ICICI Lombard Customer Service Manager IL Sahayak role involves delivering end-to-end cashless assistance to customers during hospitalization, ensuring a transparent and hassle-free claims experience with high service standards. You will coordinate with hospitals, internal teams, and customers to ensure timely approvals and processing of claims.

Additionally, you will audit and verify claims, identify discrepancies, поддерживать compliance with policy terms, and maintain proactive communication

Qualifications

• Graduate in any discipline; healthcare/insurance background preferred.
• 1–2 years in health insurance, TPA, or hospital coordination roles.
• Cashless claims processing or field support experience is a plus.

Responsibilities

• Provide end-to-end support for cashless hospitalization cases across network hospitals.
• Coordinate with hospitals, internal teams, and customers for timely approvals and processing.
• Ensure a smooth customer experience during hospitalization journeys.
• Audit and verify claims including hospital documents, estimates, and bills.
• Identify discrepancies and ensure compliance with policy terms and guidelines.
• Maintain regular communication with patients and families, providing updates.
• Collect and analyze customer feedback to improve service quality.
• Collaborate with Claims, Medical, and Operations to resolve queries and reduce TAT.
• Ensure adherence to company policies, regulatory requirements and quality standards.

Skills

Health insurance claims knowledge

Communication skills

Customer interactions under pressure

Analytical & auditing

Negotiation

Problem solving

Multitasking

Education

Graduate in any discipline

Job description

Role & responsibilities

Role Overview

The Customer Service Manager IL Sahayak is responsible for providing end-to-end cashless assistance to customers during hospitalization. The role focuses on ensuring a seamless, transparent, and hassle-free claims experience while maintaining high service standards and customer satisfaction.

Key Roles & Responsibilities

• Provide end-to-end support for cashless hospitalization cases across ICICI Lombard’s network hospitals.
• Coordinate with hospitals, internal teams, and customers to ensure timely approval and processing of claims.
• Ensure a smooth and hassle-free customer experience during the hospitalization journey.
• Conduct audit and verification of claims, including hospital documents, estimates, and bills.
• Identify discrepancies, elevate issues, and ensure compliance with policy terms and guidelines.
• Maintain regular communication with patients and their families, providing status updates and guidance.
• Collect and analyze customer feedback to improve service quality and customer satisfaction.
• Collaborate with internal stakeholders (Claims, Medical, Operations) to resolve queries and reduce TAT.
• Ensure adherence to company policies, regulatory requirements, and quality standards.

Key Skills & Competencies

• Strong knowledge of health insurance claims (cashless process preferred)
• Excellent communication and interpersonal skills
• Ability to handle customer interactions in critical situations
• Strong analytical and auditing skills
• Proven Negotiation skills
• Problem-solving mindset with attention to detail
• Ability to work under pressure and manage multiple cases simultaneously

Key Performance Indicators (KPIs)

• Customer satisfaction (CSAT scores)
• Turnaround time (TAT) for cashless approvals
• Accuracy in claims audit and documentation resulting in savings
• Reduction in escalations and complaints
• Feedback quality and service improvement initiatives

Preferred candidate profile

Qualifications & Experience

• Graduate in any discipline (Healthcare/Insurance background preferred)
• 1-2 years of experience in health insurance, TPA, or hospital coordination roles
• Prior experience in cashless claims processing or field support is an added advantage