About This Role
This role involves planning and coordinating operational activities for the organization, providing support to the team, and helping the business achieve success. The Health Coach manages customers with diseases according to internal medical protocols, ensuring sensitivity and confidentiality.
Responsibilities
- Manage customers with diseases, delivering care as per internal medical protocols
- Manage high disease risk customers/patients over the phone/emails/EMR and, if required, in person
- Understand medical diseases and their management protocol, along with program construct details
- Follow/Develop a detailed tracking plan as per protocol, keeping in mind potential complications
- Coordinate with external customers/patients based on risk triggers, ensuring maximum sensitivity and confidentiality
- Manage all cases on a case-by-case basis, ensuring most customers/patients adhere to the program construct
- Manage changes and escalations effectively on a case-by-case basis
- Measure program performance with relevant reports at defined frequency
- Report and escalate to management as and when needed
Requirements
- Good knowledge of MS Office and Excel
- Knowledge of DRM processes
- Stay abreast with new processes and suggest improvements
- Understanding of DRM systems (process flow system fields)
- TAT expectations management for specialized business handling
- Coordinate with other departments, team members, and management for smooth information flow and issue resolution
- Create and maintain standards/protocols for the DRM team
- Maintain consistent service delivery for client retention and satisfaction
- Identify risks to the company and escalate accordingly
- Execute processes/operations in line with defined standards
- Provide inputs for refinement and development of guidelines and procedures
- Publish raised claims with the Claims Team and share positive feedback
- Ensure timely and accurate updating of various documents/reports in compliance with the SOP
