Strategic Accounts Servicing Team

2 weeks ago

Bengaluru Karnataka, India Plum Benefits Full time

**Bengaluru**

**Customer Success - 7. Customer Success /**

**Full Time /**

**On-Site**

**About Plum**

Plum is an employee insurance and health benefits platform focused on making health insurance simple, accessible and inclusive for modern organizations.
- Healthcare in India is seeing a phenomenal shift with inflation in healthcare costs 3x that of general inflation. A majority of Indians are unable to afford health insurance on their own; and so as many as 600mn Indians will likely have to depend on employer-sponsored insurance.

Plum is on a mission to provide the highest quality insurance and healthcare to 10 million lives by FY2030, through companies that care. Plum is backed by Tiger Global and Peak XV Partners.

**JOB PURPOSE:

- **
- 1. The Strategic Accounts Servicing Team is responsible for the dedicated processing and servicing of all health claims for key strategic accounts.
- 2. The primary purpose of this team is to deliver streamlined and efficient claims management, ensuring timely
- resolution and exceptional service tailored to the unique needs of each client.
- 3. By serving as a single point of contact for health claims-related inquiries and processes,
- the team enhances client satisfaction, promotes trust, and drives continuous
- improvement in service delivery.
- 4. The Strategic Accounts Servicing Team is committed to optimising claims processing workflows, facilitating effective communication with clients, and leveraging insights to enhance the overall client experience while
- supporting the organization's strategic goals.

**PRINCIPAL ACCOUNTABILITIES:

-**:

- Act as a Claims buddy
- Manage end-to-end cashless/reimbursement claims of employees. This includes verifying policy coverage, reviewing medical records, coordinating with Insurers, communicating with the end customers and ensuring that claims are processed accurately and efficiently.
- Verify Policy Coverage: Review and verify policy details to ensure that the claim is eligible for claims processing according to the terms and conditions of the insurance policy.
- Coordinate with Healthcare Providers/Hospitals and Insurance companies: Communicate with healthcare providers to obtain additional information, and clarify details, (whenever required)
- Resolve Issues: Investigate and resolve any discrepancies, errors, or issues that may arise during the processing of claims to ensure timely and accurate resolution.
- Work with all internal stakeholders, HR of the account, employees to ensure a great experience to the employee
- Be proactive in doing all communications with the employees on the claims status
- Maintain Records: Keep detailed and accurate records of all claim-related activities, communications, and transactions for documentation and audit purposes.
- Adhere to Service Level Agreements: Meet or exceed established service level agreements and performance metrics related to claim processing, turnaround time, accuracy, and customer satisfaction.
- Achieve NPS of 90+ in the claims handled.

**Requirements:

-**:

- At least 2 -4 years of experience in Health Insurance claims role
- Excellent written and verbal communication
- Should have experience in customer service by directly managing the customers

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