Operations Executive

1 month ago

Kochi, India HTIC Global Full time

Operations Executive - Medical Post Sales - Customer Onboarding

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.

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