Critical Care & Transport Case Manager (Healthcare)

TL;DR

Critical Care & Transport Case Manager (Healthcare): Managing complex medical cases, including evacuations and repatriations, with an accent on critical care scenarios and high-risk admissions. Focus on coordinating between medical providers and internal stakeholders while mentoring junior team members.

Location: Fully remote (UK markers present)

Company

hirify.global (IMG) provides international private medical insurance and assistance services to members worldwide.

What you will do

• Manage complex medical cases, including evacuations and repatriations via commercial or air ambulance.
• Coordinate intensive care, high-dependency admissions, and long-term inpatient cases.
• Collaborate with medical professionals and stakeholders to ensure high service standards (SLAs/KPIs).
• Oversee financial reserves, cost projections, and approve transportation invoices for accuracy.
• Provide guidance, coaching, and mentorship to junior Case Managers.
• Handle high-risk country admissions and the repatriation of mortal remains.

Requirements

• Experience: 2+ years in claims/case management OR 3+ years in high-paced customer service (contact center preferred).
• Ability to manage complex, sensitive situations under pressure with an empathetic approach.
• Strong organizational and decision-making skills.
• Professional communication skills for coordinating with international stakeholders.

Nice to have

• Experience in insurance, healthcare, or assistance environments.
• Knowledge of claims processes and policy interpretation.
• Additional language skills.

Culture & Benefits

• Fully remote working model with a structured 4 on / 4 off shift pattern after probation.
• Comprehensive health coverage including Bupa dental and Health Shield cash plan.
• Financial security via the Royal London pension scheme and death in service benefit.
• Generous leave: 22-30 days holiday, 8 bank holidays, plus birthday and Christmas Eve off.
• Supportive environment with structured training and opportunities for career advancement.