Case Manager (Medical Insurance)

TL;DR

Case Manager (Medical Insurance): Coordinating medical care and assistance for insured clients worldwide with an accent on medical logistics, repatriation, and case documentation. Focus on delivering empathetic support to vulnerable clients and leading Case Administrators in operational excellence.

Location: Hybrid & Remote working options (United Kingdom)

Salary: £28,000 – £29,000 per year

Company

A global leader in medical insurance providing worldwide medical assistance and care coordination.

What you will do

• Coordinate medical care, treatment, and repatriation for insured clients globally.
• Collaborate with the Medical Department to gather medical reports and support authorization needs.
• Manage detailed case documentation and conduct regular quality reviews for compliance.
• Serve as the first point of escalation for Case Administrators, providing leadership and oversight.
• Ensure operational excellence by meeting SLAs, KPIs, and internal service standards.

Requirements

• Fluent written and spoken English.
• Proven experience in customer service from any industry.
• Ability to remain calm and empathetic in high-pressure, challenging circumstances.
• Strong professional communication and organizational skills.

Nice to have

• Proficiency in Microsoft Word and Outlook.
• Ability to work effectively under pressure within a close-knit team.
• Additional language skills.

Culture & Benefits

• Hybrid and remote working flexibility.
• Comprehensive leave: 22 days holiday + 8 bank holidays (increasing with tenure).
• Special days off for Birthdays and Christmas Eve.
• 2 paid volunteer days annually.
• Supportive and collaborative team culture with growth opportunities.