Yamini Purohit

• Handling New Business Inquiries:
  Receive and process new business inquiries for medical insurance from potential clients (Group, SME, and Individual).
  Create detailed quotations for medical insurance plans tailored to the client’s needs, considering coverage options, exclusions, and premiums.
• Insurance Portal Processing:
  Use insurance company portals to process confirmations and submit applications, ensuring that all necessary documentation is accurately uploaded and processed.
• Conversion & Renewal Management:
  Maintain a high conversion ratio on new inquiries, striving to successfully convert leads into policies.
  Focus on achieving a high renewal ratio by proactively engaging clients and ensuring timely policy renewals.
• Coordination with Insurance Companies:
  Collaborate with multiple insurance companies to ensure accurate and timely processing of quotations, proposals, and policy issuance.
  Finalize group quotations with insurance providers, ensuring competitiveness and appropriate coverage.
• Document & File Management:
  Maintain organized files on internal systems, ensuring all client documentation, quotations, and communications are up-to-date.
• Invoice & Payment Tracking:
  Track invoices and payments associated with medical insurance policies.
  Book invoices received from insurance companies and process them for internal accounting.
  Handle the receipt of cheques from clients and submit them to the finance department for proper documentation and receipts.
• Client Communication & Follow-Up:
  Maintain strong communication with sales individuals to gather any additional information needed from clients to finalize proposals or respond to inquiries.
  Follow up with Relationship Managers, brokers, and clients through calls and emails to provide updates on quotations and policy statuses.
• Insurance Portal Updates:
  Keep up-to-date with changes and improvements on insurer portals, ensuring smooth transactions and accurate processing of applications.
• Internal Coordination:
  Work closely with finance teams to ensure timely processing of payments, receipts, and proper tracking of premiums.

• Health Returns & Rewards Management:
  Administer and manage the process of rewarding customers for making healthy lifestyle choices, in line with the company’s health return model.
  Monitor and credit health returns to eligible members, ensuring accurate and timely accumulation of rewards.
  Collaborate with sales and customer-facing teams to ensure customers understand how to earn and redeem monetary rewards through their health activities.
• Service Request Handling:
  Resolve Service Requests related to manual crediting of health returns to eligible members, ensuring all requests are processed within set timelines.
  Generate weekly reports on service requests, identifying trends, bottlenecks, or recurring issues, and taking proactive steps to resolve them.
• Complaint Resolution & NPS Feedback:
  Closely monitor and resolve complaints received through NPS (Net Promoter Score) feedback, ensuring that each issue is addressed and resolved in a timely and professional manner.
  Work with the IT team to identify and resolve system issues that lead to customer complaints or service delays, ensuring a smooth customer experience.
• Coordination with Sales RM:
  Coordinate with Relationship Managers (RMs) to obtain pending documents required for processing health returns, applications, or other insurance-related tasks.
  Ensure that documentation is complete, accurate, and submitted promptly to avoid delays in policy issuance or claim processing.
• Customer Call Management:
  Handle daily call logs and customer inquiries related to health returns and reward status, providing clear and concise information.
  Assist customers with their queries on health return accruals, ensuring they understand how their actions translate to rewards and provide accurate updates on their status.
• Data & Documentation Management:
  Maintain accurate and up-to-date records on health return transactions, service requests, and customer interactions in internal systems.
  Ensure that all service complaints, inquiries, and resolutions are documented according to company policies and compliance standards.
• Cross-Departmental Collaboration:
  Work closely with the IT department to resolve any technical issues impacting the customer experience, particularly issues related to the health returns portal or reward crediting.
  Ensure proper coordination between the sales team, relationship managers, and other departments to streamline document collection, approval processes, and customer communication

Policy Issuance & Document Management: Partner & Vendor Management: Customer Engagement & NPS Campaigns: MIS Reporting & Tracking: Additional Duties:

• End-to-End Policy Issuance:
  Oversee the full policy issuance process, including scheduling medicals, procuring documents, and ensuring compliance with underwriting guidelines.
  Work closely with channel partners, E-sales teams, and brokers to ensure that all documents are submitted and verified for underwriting approval.
  Call customers to collect pending documents to ensure smooth and expedited policy processing.
• High Ageing Policies:
  Track high ageing policies from partners and take appropriate actions to close them within the given TAT (Turnaround Time).
  Follow up with internal teams and partners to ensure timely closure of policies that are delayed.
• Document Scrutiny & Compliance:
  Verify documents as part of pre-underwriting checks to ensure that they are complete, accurate, and compliant with AML (Anti-Money Laundering) regulations.
  Expedite the processing of non-medical policies within defined timelines.
• Partner Coordination:
  Respond to email queries from channel partners regarding policy issuance, document requirements, and underwriting processes.
  Coordinate with brokers, aggregators, and other partners to ensure timely receipt of invoices and documents needed for policy processing and issuance.
  Maintain files for all policy logins for the month to ensure complete record-keeping and easy access.
• Vendor & Relationship Management:
  Oversee vendor onboarding and manage relationships with external vendors and partners to ensure smooth policy administration.
  Ensure vendors meet defined standards and assist in improving process efficiencies related to policy issuance and customer service.
• Customer Engagement Initiatives:
  Lead customer engagement initiatives, including campaigns like I Owe You, Kerala Flood Campaign, cross sales, and renewal collections.
  Design and implement effective communication campaigns to keep customers informed and engaged, such as spam education, Quit Smoking programs, and NEFT procurement.
• Net Promoter Score (NPS) Improvement:
  Manage and drive NPS campaigns and track customer feedback to improve overall satisfaction.
  Listen to NPS calls, analyze customer feedback, and share actionable insights with call agents to enhance customer service.
  Develop action plans based on NPS feedback to address any areas for improvement.
• MIS Tracker & Reports:
  Provide issuance MIS reports to channel partners, ensuring transparency and clarity regarding policy issuance status, pending documents, and policy updates.
  Track and report on policy issuance progress, ensuring that more than 90% of policies are logged and issued within the given timeline for four consecutive months.
  Create dashboards and reports to track communication penetration, campaign success, and customer engagement.
• Tracking & Follow-Up:
  Ensure timely closure of customer queries, especially related to refunds, issuance, and policy modifications, by following up with internal teams (e.g., finance, underwriting, customer service).
• Adhoc Communication Tracking:
  Keep track of Adhoc communications sent to customers via emails, SMS, and other channels, ensuring they align with company campaigns and engagement initiatives