Operations Portfolio Manager

2 weeks ago

Cochin, Kerala, India HTIC Global Full time

Job Summary

We're seeking a customer-focused professional 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.

  • 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.

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