Specialist / Asst Manager - Customer Success
ACKO
Roles & Responsibilities
Manage end-to-end servicing for Health and Group Health policies, ensuring seamless customer experience.
Verify claim documents, identify missing requirements, and ensure accurate and timely submission to insurers/TPAs.
Manage enhancement requests and maintain timely, clear communication with TPAs, hospitals, and internal teams.
Support hospitalization cases, including admissions, emergency approvals, coordination during treatment, and discharge processing.
Coordinate additions, deletions, corrections, and card issuance for group policies in alignment with client HR and insurer/TPA teams.
Work closely with Claims, TPA, Ops, and other internal teams to resolve pending issues and facilitate faster resolution.
Handle and resolve queries and grievances raised by employees, HR teams, and customers within defined TAT.
Provide clear guidance on required documents, claim processes, and policy coverage to ensure transparency and customer confidence.
Required Skills & Competencies
Strong knowledge of health insurance, motor insurance, and group policies.
Hands-on experience with claim documents, endorsements, TPA processes, and insurer coordination.
Excellent communication skills—email, call, and client-facing interactions.
Strong follow-up discipline and ability to work within strict TATs.
Good MS Excel skills and experience managing MIS data.
Problem-solving mindset and customer-first approach.
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