Job Description

:
We are seeking an experienced Medical Mentor & Process Coach to strengthen the accuracy and effectiveness of our insurance interview process. This individual will:

• Mentor & Train: Provide structured training, coaching, and on-the-job guidance to agents with no prior medical background.
• Develop Job Aids: Create simple, practical reference guides (common medicines, diseases, probing questions) to enable agents to conduct effective customer interviews.
• Support New Hires: Ensure smooth onboarding and capability-building of new joiners.
• Quality Oversight: Review agent performance, identify knowledge gaps, and provide corrective coaching.
• Client Interaction: Represent the process in weekly/monthly business reviews, share insights, highlight improvements, and build confidence with the client and underwriters.
• Process Improvement: Recommend changes that make interviews more effective, improve accuracy of documentation, and reduce call handling times.
• Help Operations to track and report progress in a clear and meaningful way to internal leadership and the client.

This is a pivotal role, bridging the gap between non-medical agents and highly technical underwriters, ensuring smoother workflows, better customer conversations, and enhanced client trust.
Responsibilities:
Skills & Competencies:

• Ability to translate complex medical information into simple, practical guidance for agents.
• Strong communication and interpersonal skills to mentor frontline staff and engage with clients confidently.
• Analytical mindset to identify process gaps and propose workable solutions.
• Experience in creating simple learning materials, cheat sheets, and job aids.
• Confidence in participating in client discussions, providing meaningful insights, and showcasing improvements.
• Ability to drive performance metrics and ensure accuracy in agent output.
• Patience, empathy, and adaptability while working with a non-medical frontline workforce.

Qualifications:
Qualifications & Experience:

• Nursing graduate (BSc/MSc), Senior Nurse with team management experience, OR master's in pharmacy with demonstrated leadership experience.
• Prior experience in mentoring or managing teams.
• Strong understanding of common diseases, symptoms, and medications, with ability to simplify concepts for non-medical staff.

About Us:
EXL (Nasdaq: EXLS) is a leading data analytics and digital operations and solutions company. We partner with clients using a data and AI-led approach to reinvent business models, drive better business outcomes and unlock growth with speed. EXL harnesses the power of data, analytics, AI, and deep industry knowledge to transform operations for the world's leading corporations in industries including insurance, healthcare, banking and financial services, media and retail, among others. EXL was founded in 1999 with the core values of innovation, collaboration, excellence, integrity and respect. We are headquartered in New York and have more than 55,000 employees spanning six continents. For more information, visit www.exlservice.com.
EXL (NASDAQ: EXLS) is a leading data analytics and digital operations and solutions company. We partner with clients using a data and AI-led approach to reinvent business models, drive better business outcomes and unlock growth with speed. EXL harnesses the power of data, analytics, AI, and deep industry knowledge to transform operations for the world's leading corporations in industries including insurance, healthcare, banking and financial services, media and retail, among others. EXL was founded in 1999 with the core values of innovation, collaboration, excellence, integrity and respect. We are headquartered in New York and have more than 54,000 employees spanning six continents. For more information, visit .
EXL never requires or asks for fees/payments or credit card or bank details during any phase of the recruitment or hiring process and has not authorized any agencies or partners to collect any fee or payment from prospective candidates. EXL will only extend a job offer after a candidate has gone through a formal interview process with members of EXL's Human Resources team, as well as our hiring managers.

Skills Required