Manager or Sr Manager-Key Account Management

Medi Assist; Bengaluru, Mumbai; On-site; INR 1,800,000 - 3,000,000; Full time

Job summary

Medi Assist in Bengaluru is seeking an experienced Operations professional to manage client relationships and oversee hospital empanelment, claim processing, enrolment and lifecycle activities. You will drive SLA adherence and coordinate wellness programs for corporates while leading a small team to deliver superior service.

The role requires 10–18 years of operations and client-facing experience in healthcare/insurance/BPO, with strong communication and presentation skills, and a focus on

Qualifications

• Graduation in any stream is required.
• MBA (Operations) will be an added advantage.
• 10-18 years of overall experience in Operations and Client facing role.
• Industry Type: Healthcare, Insurance, BPO.
• People Management (direct reportees, cross functional reportees).
• Excellent communication & presentation skills.
• Customer oriented towards Direct clients and their customers.

Responsibilities

• Establish and maintain good relationship with clients on ongoing basis.
• Ensure resolution of queries related to Hospital empanelment, Claim Processing, Enrolment and all other life cycle activities of claims.
• Hospital empanelment: compare network with other insurers and create a priority listing for phase wise empanelment; review insurer wish list for upcoming market and/or sales grievances from a territory.
• Share the priority list with the provider team to ensure empanelment.
• Ensure adherence to timelines in terms of empanelment.
• Roll out wellness programs for corporates and monitor implementation and utilization.
• Coordinate with corporate communications for mailers and updates to customers.
• Discuss challenges with respect to empanelment with customers and suggest recommendations.
• Review SLAs with insurer HO and corporates to ensure no loss of business/revenue; include renewals and new business.
• Internal reviews with Medi Assist Functional Heads for smooth service delivery and SLA adherence.
• Daily reviews on outstanding claims with customers and team.
• Coordinate with insurers for exception approvals (claims processing).
• Review dashboards and share insights with customers.
• Manage a team of 4-6 members.

Skills

People Management

Communication

Presentation skills

Customer orientation

Education

Graduation in any stream

MBA (Operations)

Job description

Role & responsibilities

• Establish and maintain good relationship with clients on ongoing basis.
• Ensure resolution of queries related to Hospital empanelment, Claim Processing, Enrolment and all other life cycle activities of claims.
• Hospital empanelment Compare the network with other insurers and create a priority listing for phase wise empanelment. Review the insurer wish list for upcoming market (business projections) and / or sales grievances from a particular territory.
• Share the priority list with the provider team to ensure empanelment
• Ensure adherence to timelines in terms of empanelment
• Roll out wellness programs for corporates and ensure smooth implementation of the same
• Connect with the wellness team to monitor the effectiveness of the program in terms of utilization, participation and growth. Review the data with corporates on a quarterly basis and review further action for better utilization of the program by corporate employees
• Coordinate with the corporate communication team for mailers pertaining to various initiatives and updates (eg: Covid related information) and ensure customers are well updated
• Discuss challenges with respect to empanelment with the customer and suggest recommendations which ensures that customer requirement are met and the upcoming market service
• All SLAs to be reviewed with the insurer HO and corporates to ensure no loss of business/revenue - this includes renewals and new business
• Internal reviews with Medi Assist Functional Heads of different functions, to ensure smooth service delivery, process improvements and SLA adherence
• Daily reviews on outstanding claims with the customer and within the team
• Connect with insurers to ensure the exception approvals (claims processing) are in place
• Review the dashboards prepared by the team members and ensure the same is shared with the customer
• Managing a team of 4-6 members

Preferred candidate profile:

• Graduation- in any stream.
• MBA (Operations) will be an added advantage.
• 10 -18 years of overall experience in Operations and Client facing role.
• Industry Type: Healthcare, Insurance, BPO.
• People Management (direct reportees, cross functional reportees).
• Excellent communication & presentation skills.
• Customer oriented Direct clients and their customers.