Customer Service Manager - Health Management

Customer Service Manager - Health Management

Posted by ICICI Lombard

Indore

Posted: imported by Jeevika

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The role involves providing unbiased medical guidance, helping customers understand their health conditions, and supporting them in making informed decisions. This position is focused on telephonic consultations and forms an essential part of the insurers customer support and service assurance model.Key Responsibilities:1. Customer Interaction & Medical GuidanceHandle inbound calls from customers requesting a second medical opinion.Review medical documents, reports, prescriptions, and diagnostic findings shared by customers.Provide clear, accurate, and ethical medical advice to help customers understand their diagnosis and treatment options.Offer guidance on alternative treatments, specialist referrals, and clinical pathways when relevant.Maintain empathy, respect, and professionalism in all customer interactions.2. Clinical Assessment & DocumentationDocument all customer interactions, medical assessments, and advice provided in the system.Summarize key clinical observations and recommendations in easytounderstand language for customers.Identify cases that require escalation to senior medical experts or specialized departments.Ensure medical records are handled with utmost confidentiality and comply with data-protection guidelines.3. Coordination & CollaborationWork closely with internal teams such as Claims, Customer Support, and Medical Underwriting for medical clarification.Provide inputs to claims teams when a customers medical understanding may impact claim decisions.Coordinate with network hospitals whenever additional clinical information is required.4. Compliance & Quality AssuranceEnsure all guidance is aligned with medical ethics and regulatory requirements.Follow the insurer’s protocols for customer communication and documentation.Participate in quality audits, training sessions, and continuous medical education modules.Adhere to SLAs for call handling, documentation accuracy, and customer satisfaction.Interested candidates can share their updated CV at [hidden]: Medical Officer,Industry Type: Insurance,Department: Healthcare & Life Sciences,Employment Type: Full Time, PermanentRole Category: DoctorEducationUG: M.B.B.S. in Any Specialization, BHMS - Bachelor of Homeopathic Medicine and Surgery in Any SpecializationKey SkillsSkills highlighted with ‘‘ are preferred keyskillsMedical GuidanceClinical AssessmentMedical AssessmentDocumentationCustomer InteractionClinical Data ManagementAbout companyICICI Lombard GIC Ltd. is one of the leading private sector general insurance companies in India. We are a joint venture between ICICI Bank Limited and Fairfax Financial Holdings Limited, a Canada based diversified financial services company. We have won many accolades and awards on various platforms, including the recently won €Best Social Media Integrated Campaign Award€ and €'Non-Life Insurer of the Year'. We are well known for our innovative products, marketing strategies, focus on technology and exemplary customer services.Company InfoAddress:414, ICICI LOMBARD HOUSE,,,VEER SAWARKAR MARG,MUMB, MUMBAI, Maharashtra, IndiaBeware of imposters! Naukri.com does not promise a job or an interview in exchange of money. Fraudsters may ask you to pay in the pretext of registration fee, Refundable Fee…Read moreSimilar jobsCustomer Service ManagerICICI Lombard3.56291 reviewsIndoreDocumentationCustomer InteractionMedical ServicesMedical GuidanceClinical Data ManagementComplianceClinical AssessmentAssessmentData managementCustomer service managementPosted 8 Days AgoMedical AdministratorSahrudaya Health Care4.22661 reviewsNashikHospital AdministrationClinical OperationsNABHHospital OperationsAdministrationClinicalOperationsMedication AdministrationHospitalPosted 19 Days AgoMedical Coordinator (BAMS & BHMS only)Falck3.152 reviewsGurugram(C Block Sushant Lok Phase I)Claims ProcessingHealth ClaimsInsurance ClaimsClaim PaymentHealthcareUS HealthcareClaims AdjudicationAdjudicationPaymentsBacProcessingHealthPosted 26 Days AgoJobs you might be interested inHealth Claim ManagerICICI Lombard3.56291 reviewsIndorePosted 8 Days AgoCustomer Service ManagerICICI Lombard3.56291 reviewsIndorePosted 8 Days AgoClinical SupportICICI Lombard3.56291 reviewsIndorePosted 8 Days AgoCustomer Service ManagerICICI Lombard3.56291 reviewsIndore(Vijay Nagar )Posted 5 Days AgoCustomer Service Manager - Health ManagementICICI Lombard3.56291 reviewsIndorePosted 8 Days AgoReviewsView all6.3K employee reviews3.0rated by Customer Service Manager in WardhaLikesTop industries in corporate sectorDislikesWork lifestyle not properRead full reviewFollow ICICI Lombard to receive the latest job postings and alerts295.4k followersPowered bySalary insightsCustomer Service Manager in ICICI Lombard typically earns between₹4.8 - ₹5.3 L/yrSee detailed salary breakupPowered byBenefits & PerksView all427 employees reported these benefitsHealth & Wellness SupportLearning & Development SupportTransport / Travel SupportPerformance BonusFree MealRelocation AssistancePowered by

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