Manager – Claim Operations

Department: Operations Management

Job Summary:
We are seeking a dynamic and results-oriented Manager to lead our on-site teams and manage key hospital accounts. This strategic role is a blend of team leadership, operational excellence, and business development. You will be responsible for ensuring that our Patient Relationship Officers deliver outstanding service, meet their performance targets, and solidify our partnership with the hospitals. Your goal is to drive operational efficiency, ensure client retention, and identify growth opportunities through upselling and cross-selling.

Key Responsibilities:Team Leadership & Management: Recruit, train, mentor, and manage a team of on-site PatientRelationshipOfficers, Foster a culture of high performance, accountability, and patient-centric service.Performance & Target Management: Set, monitor, and drive the achievement of daily, weekly, and monthly targets related to claim processing, turnaround time (TAT), patient satisfaction, and revenue collection.Reporting & Analytics: Develop and present daily operational reports, performance dashboards, and business review presentations for senior management and hospital stakeholders.Account Retention: Act as the primary point of contact for the hospital's management team. Build and maintain strong, consultative relationships, address escalations promptly, and ensure overall client satisfaction to secure long-term contract renewals.Business Growth: Proactively identify opportunities to upsell and cross-sell our suite of services within the partner hospital. Develop and execute strategies to expand our footprint and increase revenue from existing accounts.Operational Excellence: Streamline on-ground processes, ensure adherence to standard operating procedures (SOPs), and continuously seek improvements to enhance efficiency and service quality.Qualifications and Skills:Experience:Minimum 2-4 years of overall experience preferably in healthcare salesDemonstrated success in B2B sales, key account management, or business development, specifically selling services to hospitals.Behavioral Competencies:Consultative Approach: Ability to understand client needs and position our services as a solution.Leadership: Strong leadership and people management skills with the ability to motivate and guide a team.Data-Driven: Excellent analytical skills with the ability to interpret data and generate actionable insights.Skills:Exceptional communication, presentation, and negotiation skills.Proficiency in MS Office Suite, particularly Excel and PowerPoint.Strong problem-solving and conflict-resolution abilities.Education: A Bachelors degree is required. An MBA/MHA or equivalent postgraduate degree is a plus.