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Customer Relationship Executive

3 months ago

Ahmedabad, India Care.fi Full time

Care.Fi is building an end to end Revenue Cycle Management tool with the idea to solve for delayed cashflows of a hospital by bringing in much-needed visibility through tech-led solutions. We would be India's first Finance + SaaS tool solving for Insurance receivables of 45K+ Private Hospitals in the country


Job Title: Customer Relationship Manager

Location Gurugram

Work Schedule: 6 days a week

Travel Requirements: Occasional travel to partner hospitals for training and process setup


Role Overview: As the Customer Relationship Manager at Care.fi, you will be the primary point of contact for patients enrolling in our platform, playing a crucial role in managing relationships with patients, hospitals, and hospitals staff. This role requires excellent communication skills, a strong work ethic, and the ability to manage multiple stakeholders across various levels. Experience in insurance systems and claims management within India will be a strong advantage.


Key Responsibilities:

  • Serve as the first point of contact for patients enrolling in our platform, guiding them through the medical loan process and claim management.
  • Work closely with hospital staff and KOLs to collect necessary documentation, counsel patients, and ensure a seamless end-to-end process
  • Manage day-to-day operations, including mandate creation, LBA completion, settlement, and recovery, while maintaining a high level of patient satisfaction
  • Ensure timely turnaround (TAT) of cases and coordinate with hospital stakeholders for smooth operations.
  • Provide training to hospital teams on the Care.fi platform and act as a liaison for continuous process improvement
  • Collaborate with BU heads to offer input on product improvements and assist in the development of new services based on client feedback
  • Troubleshoot issues that arise during the process and ensure solutions are implemented swiftly


Who You Are:

  • Excellent Communication Skills: You have strong verbal and written communication skills, are empathetic, and can handle complex conversations with patients, hospital staff, and key stakeholders effectively
  • Customer-Focused: You have prior experience in customer success or sales, with a track record of building strong relationships with clients
  • Detail-Oriented & Organized: You are thorough, can multitask effectively, and are committed to following up on all cases to ensure smooth completion.
  • Problem-Solver: You are proactive and capable of troubleshooting issues that may arise, adapting quickly to different situations.
  • Technology Savvy: You are proficient in Microsoft Office and comfortable using technology to streamline operations.
  • Industry Experience: 2-5 years of experience, ideally with exposure to the healthcare or insurance sectors, with an understanding of insurance claim management in India
  • Work Ethic: You are comfortable working 6 days a week and can handle the fast pace and pressure of a critical role in a growing company
  • Travel Flexibility: You are open to traveling occasionally to partner hospitals for training, setting up processes, and building relationships.