Executive 2 - Health Insurance Claims

4 weeks ago

Bengaluru, India Whatjobs IN C2 Full time

About the Team The Claims team at Navi is responsible for delivering a fast, transparent, and customer-first claims experience. From initial intimation to final settlement—whether cashless or reimbursement—they manage the end-to-end process with a strong focus on accuracy and turnaround time. The team works closely with the Hospital Partnerships team to streamline coordination and uses data-driven insights and process automation to improve claim resolution speed and customer satisfaction. About the Role As an Executive – 2, Health Insurance Claims, you will play a critical role in ensuring customers experience a smooth and transparent journey during their claims process. You will be the voice of the customer within Navi, owning their end-to-end claim journey—from admission intimation to final settlement—while collaborating with multiple stakeholders such as doctors, hospitals, field investigators, and internal business teams. Your role requires empathy, high ownership, and problem-solving skills to balance customer delight with process compliance. What We Expect From You ● Act as the primary point of contact for customers during their health insurance claim journey. ● Assist and guide customers through the cashless and reimbursement claim process across multiple touchpoints (calls, chat, emails). ● Coordinate with hospitals, doctors, field investigators, and internal teams to resolve queries and ensure smooth claim approvals. ● Track and monitor claim progress, keeping customers informed proactively until settlement. ● Identify and escalate fraud indicators or discrepancies in claims. ● Meet defined SLAs for turnaround time, quality, and customer satisfaction. ● Deliver a high CSAT experience by handling customer interactions empathetically and professionally. Must Haves ● Ability to take ownership, drive progress independently, and meet timelines. ● Strong focus on solving customer pain points with empathy. ● Clear and effective communicator in English, Hindi, and at least one regional language. ● Ability to validate documents, identify inconsistencies, and ensure compliance. ● Willingness to work in rotational shifts (24/7 support) and rotational weekly offs as per business requirements. ● Team player with the ability to coordinate across multiple stakeholders. ● Should have completed 2nd PUC (Pre-University Course) or higher. Inside Navi We are shaping the future of financial services for a billion Indians through products that are simple, accessible, and affordable. From Personal & Home Loans to

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