To Manage customer experience during the medical journey & drive Operational Excellence by way of introducing new technologies, customized communication and medical scheduling process
Key Responsibilities:
Responsibilities :
- To Implement the Medical Process and UW guidelines on medicals
- To be a key participant of Service Team: Formulate strategy to match medical Experience to Customers' expectations
- To Bring in in new technologies to ensure frictionless medicals
- To Formulate mechanisms to control delivery as per agreed SLAs
- To Implement RCA and CAPA mechanism to identify and resolve Customer complaints
- To Ensure timely and accurate tracking and visibility on medicals to other stakeholders
- To Ensure adherence to scope of work and improving the performance of TPAs on business KPIs through regular reviews, reports and feedbacks.
- To work closely with Information Technology/UW/Issuance and Partners for systems development and/ or enhancements.
- To Co-ordinate in User Acceptance Testing and implementation of systems
- To Develop and manage outsourced vendors as may be required from time-to-time
Specific Authorities( Financial & Non Financial) :
- Authorized to approve medical escorting / HNI center cost
- Authorized to approve specific vendor payments
Key Performance Indicators:
- Medical Report closure in T+2wk days: 98%
- Medical report quality: 100%
- Login to Medical decision in 15 days: 90%
- Vendor Payout accuracy: 100%
- To Ensure NPS Score of =>75%
Job Requirements:
Qualifications: Graduate/ Postgraduate in any discipline
Experience - 8 to 12 Yrs. preferably in Life Insurance Industry
Functional Competencies :
- MS Office Suite
- Regulatory knowledge
- Process, Product & System Knowledge
- Analytical Skills
Behavioral Competencies:
- Building Talent and Teams Definition
- Collaboration
- Execution Excellence
- Customer Centricity
Key Interactions:
Internal:
- Nature or purpose of interaction
- Branch Operations/Sales teams/UW teams
- Interactions via email & calls for Medicals Scheduling & Reports closure IT Team
- Interaction for resolving any IT stuck cases & prioritizing closure of cases stuck in Medical Bucket
Risk and compliance :
- To resolve queries related to Risk and compliance requirement
Risk and compliance:
- To resolve queries related to Risk and compliance requirement
External:
Nature or purpose of interaction
Auditors:
- To independently Handle Audit Observations & ensure fixes of the gaps identified TPA
- To manage TPA for the entire medical process
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