Assistant Manager- Account Management Job in Medi Assist

Position: Assistant Manager Account Management

Location: Bangalore

Experience: 5 8 years

Education: Any Graduate

Experience Required:

• 5 8 years of total experience in the service industry, with a minimum of 3 years in people management and customer service roles.

Role Purpose:

To ensure seamless claims processing for customers by managing a team of helpdesk personnel, including implants, semi-implants, account managers, and the document pickup team. The role also ensures a high standard of customer satisfaction and process compliance.

Key Responsibilities:

• Team Oversight & Operations:
• Ensure scheduled customer visits by team members are carried out as planned.
• Monitor daily activities and performance, especially volume of documents collected.
• Review customer queries and the quality of responses from team members.
• Support team in handling and resolving customer escalations.
• Reporting & Claims Coordination:
• Review team reports and take necessary actions, including claims coordination.
• Collaborate with the front-end team to ensure timely and accurate claim registration.
• Analyze claims data dumps and take corrective actions such as addressing IRs, reopening claims, or resolving dummy entries.
• People Management & Coaching:
• Conduct regular one-on-one reviews with team members to address concerns and streamline processes.
• Guide team through customer escalations and process complexities.
• Drive improvement based on low CSAT/DSAT scores by identifying and addressing process or communication gaps.
• Stakeholder Collaboration:
• Liaise with internal and external stakeholders to address client-specific needs, such as helpdesk support or wellness activities.
• Work closely with regional and cross-functional teams to deliver on client expectations.
• Continuous Improvement:
• Analyze customer feedback to drive service improvements.
• Identify opportunities to improve customer interactions, documentation processes, and service delivery.

Key Outcomes for Success:

• High customer satisfaction (CSAT)
• Timely resolution of customer issues as per SLA
• Successful client renewals

Skills & Competencies:

Technical:

• Strong understanding of service processes and claims workflows
• Proficient in MS Office (Excel, Word, PowerPoint)

Behavioral:

• Problem-solving mindset
• Strong active listening and communication skills
• Proven people management abilities
• Client-oriented with a focus on service excellence