Manager, Customer Care

6 days ago

Wadgaon Sheri Pune Maharashtra, India Vidal Health Tpa Private Limited Full time ₹ 5,40,000 - ₹ 10,80,000 per year

. Customer Service Operations

  • Manage end-to-end customer care operations including inbound/outbound calls, emails, and escalations.
  • Ensure timely resolution of customer queries related to claims, pre-authorizations, and policy benefits.
  • Develop and implement service quality standards and monitor adherence to SLAs and TATs.
  • Maintain regular coordination with claims, provider network, and corporate relationship teams for service delivery.

2. Team Management

  • Supervise, mentor, and motivate the customer care team to deliver superior customer experience.
  • Conduct training sessions to enhance product knowledge and soft skills.
  • Prepare shift rosters and manage workforce planning for optimal coverage.

3. Escalation and Complaint Handling

  • Handle escalated complaints from customers, hospitals, or corporate clients effectively.
  • Coordinate with internal stakeholders for quick resolution and root cause analysis.
  • Maintain complaint logs and ensure closure within defined timelines.

4. Reporting and Analytics

  • Generate and analyze customer service performance reports and share insights with management.
  • Track key metrics such as call volumes, response times, customer satisfaction scores, and complaint trends.

5. Compliance and Process Improvement

  • Ensure adherence to IRDAI and TPA regulatory norms in all customer interactions.
  • Identify process gaps and recommend improvements to enhance efficiency and service quality.
  • Support audits, compliance checks, and documentation requirements.

Key Skills & Competencies:

  • Strong knowledge of health insurance processes, TPA operations, and claims workflow.
  • Excellent communication and interpersonal skills.
  • Proficiency in CRM tools, MS Excel, and reporting dashboards.
  • Strong problem-solving, conflict resolution, and people management skills.
  • Ability to work under pressure and handle high-volume environments.

Educational Qualification:

  • Graduate / Postgraduate (Preferred: MBA in Insurance, Healthcare, or Operations).
  • Certification in Health Insurance / TPA operations will be an added advantage.

Experience:

  • 7–12 years of experience in customer service within the TPA or Health Insurance industry, with at least 3–5 years in a managerial role.

Job Types: Full-time, Permanent

Pay: Up to ₹45,000.00 per month

Benefits:

  • Health insurance
  • Provident Fund

Work Location: In person

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