Zonal Lead - Health Operations

Role & responsibilities

Zonal Manager - IL SAHAYAK is a senior fieldoperations management role entrusted with supervisory accountability, regional governance, and achieving costefficiency objectives. The ideal candidate should bring:

• A graduate degree in a medical discipline (MBBS / BHMS / BAMS / BDS) or an MBA in Hospital or Healthcare Administration, enabling strong clinical understanding blended with operational management exposure.
• Preferably minimum 5 years of experience in the health insurance or TPA ecosystem, particularly in hospital process management, cashless operations, medical auditing, or fieldbased cost containment.
• Demonstrated capability in independently leading teams of six or more field staff, with handson experience in performance coaching, field activity governance, and conflict management.
• Welldeveloped skills in medical and bill negotiation, including the ability to evaluate treatment plans, assess Validity of hospital charges, and negotiate fairly to achieve optimal outcomes for the organization and customer.
• Good communication and stakeholderhandling skills to interact confidently with hospital administrators, customers, internal teams, and leadership.
• Strong analytical thinking, with the ability to interpret zonelevel trends, identify operational risks, and recommend process improvements.

Preferred candidate profile

The ZMILS/ oversees the functioning of IL Sahayaks /Clusters across assigned territories and ensures consistent delivery of customer support, hospital visit governance, and costsaving initiatives. Key responsibilities include:

• Hold Meetings /Discussions with IL Sahayaks/Clusters to review visits, pending cases, issues, and savings
• Monitor field performance, visit discipline, and accuracy of data reported
• Support Sahayaks/Clusters in handling escalations, customer grievances, and hospitalrelated disputes
• Review and approve costsaving entries with accuracy and transparency
• Identify recurring billing patterns or hospital issues and coordinate with central teams for issue resolutions
• Ensure monthly KPIs are met