Jasmine Dalmeida

• Lead and manage client servicing operations for a diverse portfolio of
corporate clients, ensuring seamless execution of health insurance claims and
services.
• Act as the primary point of contact for clients, resolving queries, concerns,
and escalations to improve client satisfaction.
• Oversee the entire claims processing cycle, ensuring compliance with policy
terms, timelines, and regulatory guidelines.
• Coordinate with internal teams (claims, underwriting, IT) to ensure smooth
service delivery and resolve operational challenges promptly.
• Conduct regular client reviews to assess service levels, gather feedback, and
identify opportunities for improvement.
• Develop and maintain strong relationships with key stakeholders, aligning
client expectations with organizational goals.
• Monitor key performance indicators and service level agreements, driving
continuous improvement in client servicing operations.

• Supervised front-end and back-end operations, ensuring efficient insurance
processes, including employee enrollment and claims management.
• Led a dynamic team, managed escalations, and provided effective
resolutions while maintaining client satisfaction
• Conducted client and broker meetings, gathered feedback, and delivered
presentations to strengthen relationships.
• Organized on-site helpdesk visits to address queries and provide direct
support to clients.
• Monitored outstanding claims, ensured timely processing, and presented
weekly reports to track and improve operational performance.

• Informed clients of required documentation and guided them through claim
resolution processes.
• Analysed medical claims and collaborated with the medical team to resolve
discrepancies.
• Maintained accurate Excel reports for call logs and managed escalations
efficiently.
• Responded to client emails and calls, ensuring timely follow-up on pending
documents.
• Coordinated with hospitals and ensured adherence to TAT.

• Coordinated with diagnostic centres and hospitals to confirm new client
packages and appointments
• Negotiated rates and service agreements with healthcare providers to ensure
cost-effectiveness.
• Managed client queries and resolved issues promptly to maintain service
quality.
• Responded to client emails and calls, ensuring timely follow-up on pending
issues and client request. Conducted follow-ups with diagnostic centres and
hospitals regarding client appointments and report status.
• Performed video audits of diagnostic centres and hospitals to ensure
compliance with service standards.

• Managed inbound calls and addressed queries from patients, relatives, and
hospitals.
• Coordinated with Cashless and Claim Processing teams to ensure seamless
operations.
• Explained cashless and reimbursement claim processes to patients and
families.
• Provided timely claim status updates to patients, relatives, and healthcare
providers.
• Ensured compliance with call matrix quality standards for consistent service
delivery.