PHI – Lead- Condition Management Full Time NEW

Prudential’s purpose is to be partners for every life and protectors for every future. Our purpose encourages everything we do by creating a culture in which diversity is celebrated and inclusion assured, for our people, customers, and partners. We provide a platform for our people to do their best work and make an impact to the business, and we support our people’s career ambitions. We pledge to make Prudential a place where you can Connect, Grow, and Succeed.

Prudential Health India is a Zero to One team undertaking a no-legacy, greenfield health insurance deployment in India, building journeys that truly empathize with the customer and offer a differentiated experience.

To partner with us in this mission, we are looking for a talented Lead—Condition Management to join our Health Management team in Mumbai.

We are looking for exceptional talent with a passion for transforming the health insurance experience in India. If you have a deep and thorough understanding of the current state of the industry and a clear vision of what a transformed future could be like, for the scope detailed in this job description, we are eager to speak with you!

As Lead – Condition Management, your typical week will include the following…

• Program Design and Implementation
• Design end-to-end clinical protocols & workflows to support customers with chronic health conditions in managing/ improving their health conditions.
• Implement chronic care management and other health management initiatives embedded seamlessly across Sales, Onboarding, Underwriting, Claims, Servicing, Renewal, and other functions to deliver integrated, seamless user journeys.
• Manage comprehensive implementation of health management protocols and processes across PHI and vendor/partner systems. Enhance processes leveraging technology to enhance patient outcomes and experience while driving operating efficiency.
• Design and implement segmented clinical interventions and processes based on the health risk profile of customer cohorts.
• Design and enhance comprehensive health risk profile of customers based on Clinical, Fitness, Nutrition, Mental and population health data.
• Implement health outcomes through condition management protocols tailored to physical and digital interventions.
• Lead continuous improvement in clinical protocols, methodologies, and performance metrics to evaluate the effectiveness of healthcare programs and digital health interventions.
• Drive industry-leading customer engagement, retention, and loyalty by leveraging health management interventions and conversations.
• Demonstrate value and outcomes of care programs to customers and business stakeholders.
• Design and implement customer programs/ campaigns with marketing and other teams.
• Deliver industry-best NPS for PHI customers.
• Analyse Healthcare Trends, Digital Health Technologies, and Health Ecosystem partnerships
• Design mechanisms for customer health data enrichment throughout the customer life cycle; Develop and enhance health data analytics across customer lifecycle management using data from HRA, AHC, OPD, IPD, health trackers and other sources.
• Monitor and analyse current healthcare trends, regulatory changes, and industry developments.
• Identify opportunities to leverage digital health solutions to improve patient outcomes, streamline workflows, and enhance healthcare delivery; Establish preferred partnerships with relevant partners.
• Performance & Team Management
• Manage a team of health management experts that can include doctors, nutritionists, and lifestyle coaches to deliver condition management operations.
• Establish clear responsibilities for all team members, build a strong culture of accountability and performance on business goals.
• Lead teams to innovate designing journeys and solutions to address user pain points and achieve business goals.
• Ensure attraction, continuous training & development, and retention of team members.
• Enable teams with coaching & structured skills to scale with business & perform effectively.
• Build technical & behavioural skills in the team; engage customers with empathy and impact.

You could be the right candidate if you have

• A degree in medicine (MBBS/MD)
• Proven experience in delivering health outcomes for consumers at scale.
• 8-10 years of experience in health & wellness, digital healthcare or health insurance
• Minimum 3 years of clinical experience and 3-5 years of corporate experience in the healthcare or insurance sector
• Managed teams with people from Medical and Non-Medical backgrounds
• Strong clinical knowledge and clinical decision-making skills.
• Expert in clinical diagnosis, preventive care, condition management and patient education.
• Proven track record and hands-on experience in developing or managing healthcare systems (EHR, CRM, Health app etc.)
• Proven track record of managing health insurance data models while managing or integrating with data lakes.
• A passion for driving preventive curative health care driven by innovative technology solutions.

This could be the gig for you if you…

• Have built best-in-class processes from scratch.
• Are passionate about leveraging digital tools to transform customer experience.
• Are passionate about consumer behaviour and culture; enjoy spending time with customers to understand what they really need. Have an attentive ear to listen to new ideas.
• Join hands with other colleagues to solve for the customer.
• Like to work in a culture where everyone can see what others are doing.
• Take help from others when stuck and encourage others when there are setbacks.
• Take full responsibility for your team’s contribution output while thinking wing-to-wing across the organization.

Location: Mumbai

Position: Senior Manager/ Lead – Condition Management

Prudential is an equal opportunity employer. We provide equality of opportunity of benefits for all who apply and who perform work for our organisation irrespective of sex, race, age, ethnic origin, educational, social and cultural background, marital status, pregnancy and maternity, religion or belief, disability or part-time / fixed-term work, or any other status protected by applicable law. We encourage the same standards from our recruitment and third-party suppliers taking into account the context of grade, job and location. We also allow for reasonable adjustments to support people with individual physical or mental health requirements.