Operations Executive - Medical Endorsements

HTIC Global; Ernakulam; On-site; INR 350,000 - 580,000; Full time

Job summary

Infopark is seeking an Operations Executive to lead client onboarding, manage post-sales medical support, and drive ongoing engagement for our insurance broker clients. This role focuses on guiding new clients through policy onboarding, ensuring a seamless post-purchase experience, and maintaining high client satisfaction.

You will coordinate onboarding sessions, explain policy details and claims processes, and maintain accurate CRM records.

Qualifications

• Bachelor’s degree in Business Administration, Healthcare Administration, Insurance, or related field.
• 2–3 years in customer onboarding, post-sales engagement, or support, preferably in insurance or healthcare.
• Familiarity with medical insurance policies and claims handling is highly desirable.

Responsibilities

• Lead client onboarding and ensure smooth initial policy setup.
• Provide post-sales guidance and maintain ongoing client engagement.
• Assist clients with claims process and communications with providers.
• Resolve customer inquiries promptly and escalate when needed.
• Maintain CRM records and generate monthly satisfaction/metrics reports.
• Collaborate with Sales, Underwriting, and Claims to improve onboarding workflows.
• Educate clients on policy updates and benefits.

Skills

Customer-Centric

Communication

Organizational Skills

Problem-Solving

Tech-Savvy

Education

BA in Business Administration/Healthcare Administration/Insurance

Tools

CRM Software

Microsoft Office

Job description

Operations Executive - Medical Endorsements

Job Summary

We are seeking a proactive and customer-focused Operations Executive to lead client onboarding, manage post-sales medical support, and drive ongoing customer engagement for our insurance broker clients. This role involves guiding new clients through their initial policy onboarding, ensuring a seamless post-purchase experience, and maintaining high levels of client satisfaction throughout their journey. The Operations Executive will play a critical role in improving customer retention by ensuring that clients understand their policies, can navigate the claims process, and have a positive, supportive relationship with our company.

Key Responsibilities

Client Onboarding

• Coordinate and execute the client onboarding process, ensuring a smooth and positive start to the customer relationship.
• Conduct comprehensive onboarding sessions to introduce clients to their medical insurance policies, covering policy details, benefits, and claims processes.
• Set up and verify all customer information in the company’s CRM or database to ensure accurate record-keeping from the start.

Post-Sales Customer Engagement

• Serve as the main point of contact for clients after they’ve purchased medical insurance policies, offering ongoing guidance and support.
• Build and maintain strong relationships with clients, checking in periodically to reinforce policy understanding and maximize customer satisfaction.
• Send timely follow-ups to address any questions, ensure policy access, and offer assistance with any changes or updates clients may need.

Claims Assistance and Coordination

• Support clients through the claims process, explaining documentation requirements, assisting with paperwork, and liaising with insurance providers as needed.
• Track and expedite claim statuses, ensuring timely processing and proactive communication of any delays or issues to clients.
• Educate clients on common claims-related questions and prepare them to navigate future claims independently.

Customer Issue Resolution

• Respond promptly and efficiently to customer inquiries, concerns, or complaints, working to resolve issues and ensure client satisfaction.
• Escalate complex issues to management when needed and work to provide timely, satisfactory resolutions.
• Monitor common client issues and feedback, identifying areas for improvement in the onboarding and post-sales processes.

Data Management and Reporting

• Keep accurate records of client interactions, claims statuses, and service requests, ensuring all details are logged in the company’s CRM.
• Prepare and present regular reports on customer satisfaction, claims processing times, onboarding completion rates, and other key metrics.

Process Improvement

• Collaborate with the Sales, Underwriting, and Claims teams to continuously improve client onboarding and engagement workflows.
• Proactively suggest and implement process enhancements to increase client satisfaction and retention.

Training and Education

• Provide clients with training on how to maximize their medical insurance benefits, navigate claims submission, and understand policy updates.
• Stay informed on industry trends, new insurance offerings, and regulatory changes, sharing updates with clients as needed.

Qualifications

• Education: Bachelor’s degree in Business Administration, Healthcare Administration, Insurance, or a related field.
• Experience: At least 2-3 years of experience in customer onboarding, post-sales engagement, or customer support, preferably within the insurance or healthcare sectors.
• Familiarity with medical insurance policies, client onboarding processes, and claims handling is highly desirable.

Skills and Competencies

• Customer-Centric: Demonstrated commitment to providing excellent customer service with a client-first approach.
• Communication: Outstanding written and verbal communication skills, capable of explaining complex insurance concepts in an understandable manner.
• Organizational Skills: Excellent time management and organizational skills to manage multiple client accounts, onboarding tasks, and follow-ups.
• Problem-Solving: Strong ability to resolve issues quickly and effectively, ensuring customer satisfaction and smooth post-sales experiences.
• Tech-Savvy: Proficient in CRM software, Microsoft Office, and other digital tools for efficient data management and client tracking.

Preferred Qualities

• Empathetic and patient approach to onboarding and customer service.
• Self-motivated, proactive, and detail-oriented.
• Knowledge of healthcare regulations and medical insurance industry practices is a plus.