Customer Service Manager Health Management

ICICI Lombard; Indore District; On-site; INR 1,200,000 - 1,800,000; Full time

Job summary

ICICI Lombard is seeking a Customer Service Manager Health Management to provide telephonic medical guidance, review medical documents, and support customers in understanding diagnoses and treatment options. The role emphasizes ethical guidance, confidentiality, and coordination with Claims and Medical Underwriting teams.

The candidate will handle inbound calls, document interactions, and escalate complex cases to senior medical experts while maintaining professional customer service standards.

Qualifications

• MBBS or BHMS with corresponding clinical experience.
• Experience in telephonic medical guidance and customer interaction preferred.

Responsibilities

• Interact with customers seeking medical clarity via telephonic consultations.
• Review medical documents and provide clear, ethical medical guidance.
• Document interactions and coordinate with internal teams for medical clarification.
• Ensure compliance with data protection guidelines and quality standards.

Skills

Medical guidance

Teleconsultations

Education

MBBS with 2-3 years experience

BHMS with 4-5 years experience

Job description

We have exciting opportunities for the role of Customer Service Manager Health Management

Key Responsibilities

The Doctor will interact directly with customers seeking medical clarity on diagnoses, treatment plans, and procedures. The role involves providing unbiased medical guidance, helping customers understand their health conditions, and supporting them in making informed decisions. This position is focused on telephonic consultations and forms an essential part of the insurer’s customer support and service assurance model.

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 easy‑to‑understand 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.
• Work closely with internal teams such as Claims, Customer Support, and Medical Underwriting for medical clarification.
• Provide inputs to claims teams when a customer’s 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

Requirement

Qualification – MBBS with 2-3 Years experience / BHMS with 4-5 years experience

Work Experience - 1 to 5 years Clinical Experience

Working Hours - Rotational Shifts as per Company policy