Job Description
Job Description
- Lead and oversee the end-to-end case management and complaint handling process.
- Monitor complaint trends, service performance, and SLA/TAT achievement.
- Conduct root cause analysis and drive resolution of complex customer cases.
- Coordinate with internal and external stakeholders to ensure timely case resolution.
- Analyze complaint and claims data to identify improvement opportunities and recommend corrective actions.
- Lead, coach, and develop the Case Management team to deliver excellent customer service.
Qualifications
- Bachelor’s degree in Medicine, Nursing, Midwifery, Public Health, Pharmacy, or Apothecary.
- Minimum 5–7 years of experience in health insurance, claims, hospitals, TPA, or complaint handling.
- Strong understanding of complaint management, health claims, SLA/TAT monitoring, and root cause analysis.
- Good analytical, l...