Customer Service Manager

ICICI Lombard Group; Indore District; On-site; INR 500,000 - 800,000; Full time

Job summary

ICICI Lombard Group is seeking a Customer Service Manager in Indore, Madhya Pradesh. The role requires an MBBS and 1–5 years of clinical experience.

You will handle inbound calls, review medical reports, explain diagnoses, and guide customers through treatment options while ensuring ethical, confidential, and regulatory compliance. Responsibilities include coordinating with Claims, Customer Support, Medical Underwriting and network hospitals, maintaining documentation, and supporting continuous

Qualifications

• MBBS degree is required.
• 1–5 years of clinical experience.

Responsibilities

• Handle inbound calls and provide medical guidance to customers.
• Review medical reports, prescriptions and diagnostic findings.
• Explain diagnoses and treatment options clearly.
• Provide guidance on alternative treatments and referrals when relevant.
• Document customer interactions, medical assessments and recommendations.
• Escalate cases to senior medical experts or specialised teams as needed.
• Coordinate with Claims, Customer Support, Medical Underwriting and network hospitals for medical clarification.
• Ensure communications follow medical ethics, confidentiality and regulatory requirements.
• Participate in quality audits, training and continuous medical education.
• Maintain SLAs for call handling, documentation and customer service.

Education

MBBS

Job description

WE ARE HIRING DOCTORS

Position - Customer Service Manager

Location - Indore, Madhya Pradesh

Working Hours - Rotational Shifts as per Company policy

Qualification - MBBS Only

Work Experience - 1 to 5 years Clinical Experience

Key Responsibilities:

• Handle inbound calls and provide medical guidance to customers.
• Review medical reports, prescriptions and diagnostic findings.
• Explain diagnoses and treatment options in a clear and understandable manner.
• Provide guidance on alternative treatments and specialist referrals, where relevant.
• Document customer interactions, medical assessments and recommendations.
• Identify cases requiring escalation to senior medical experts or specialised teams.
• Coordinate with Claims, Customer Support, Medical Underwriting and network hospitals for medical clarification.
• Ensure all communication follows medical ethics, confidentiality and regulatory requirements.
• Participate in quality audits, training and continuous medical education.
• Maintain required SLAs for call handling, documentation and customer service.