Assistance Case Manager

International Medical Group; England; Hybrid; GBP 27,000 - 28,000; Full time

Benefits offered by this job

Hybrid working options

Birthday off

Christmas Eve off

22 days holiday + bank holidays (30 by

2 paid volunteer days per year

Diverse & inclusive workplace

Job summary

IMG, a global medical insurance leader, seeks a Case Manager to coordinate medical care and assistance for insured clients worldwide. You will handle cases with compassion, urgency, and professionalism, supporting logistically complex movements and repatriations.

You will work within a collaborative Operations team, meeting SLAs and KPIs while identifying system improvements and guiding junior staff when needed.

Qualifications

• Fluent spoken and written English.
• Customer service experience (any sector).
• Clear, professional communication.
• Empathetic and composed in challenging situations.
• Proficient in Microsoft Word and Outlook.
• Strong organisational and prioritisation skills.
• Ability to work under pressure in a close-knit team.
• Additional languages is a strong advantage.

Responsibilities

• Support Clients with compassion and professionalism.
• Assist insured clients with medical coordination and repatriation.
• Deliver exceptional customer service to clients, relatives, and internal teams.
• Respond to enquiries with empathy and clarity.
• Coordinate medical care and logistics with the Medical Department.
• Obtain medical reports, arrange care, and facilitate authorisations.
• Manage logistics relating to client movement and welfare.
• Document interactions clearly and accurately for case records.

Skills

English fluency

Customer service

Communication skills

Empathy

Organisational skills

MS Word

MS Outlook

Team collaboration

Multilingual

Tools

Microsoft Word

Microsoft Outlook

Job description

Join a Global Leader in Medical Insurance Become Our New Case Manager at IMG Salary: £26,500 – £28,000 per year Do you thrive in fast‑paced environments where you can make a real difference in people’s lives?

Are you empathetic, organised, and confident communicating with individuals from all walks of life?

If so, you could be the Case Manager we’re looking for.

In this role, you'll coordinate medical care and assistance for insured clients worldwide. Whether helping someone access treatment abroad or arranging a safe journey home, you’ll ensure each case is handled with compassion, urgency, and professionalism.

What You’ll Do

• Support Clients with Compassion
• Assist insured clients with medical coordination, handling losses, or arranging repatriation.
• Deliver exceptional customer service to clients, relatives, and internal teams.
• Respond to enquiries with empathy, clarity, and professionalism.
• Coordinate Medical Care & Logistics; work closely with our Medical Department to ensure appropriate treatment.
• Obtain medical reports, arrange medical care, and facilitate authorisations.
• Manage all logistics relating to client movement and welfare.
• Ensure Accurate Case Management; document all interactions clearly and accurately.
• Conduct frequent case reviews to ensure compliance and quality.
• Close cases with accurate final reserves and ensure all key information is captured early.
• Collaborate & Lead Within the Team; act as the initial escalation point for Case Administrators.
• Support, guide, and oversee ongoing case work.
• Liaise directly with clients regarding updates or concerns.
• Escalate VIP, press-sensitive, contentious, or high‑risk cases to management.
• Deliver Operational Excellence; meet SLA targets, KPIs, and internal service standards.
• Identify system issues or improvement opportunities.
• Support the wider Operations Department in achieving goals.
• Take on additional tasks as assigned by leadership.

What You Bring

• Fluent spoken and written English.
• Customer service experience (any sector).
• Clear, professional communication skills.
• Ability to remain empathetic and composed in challenging situations.
• Proficiency in Microsoft Word & Outlook.
• Strong organisational and prioritisation skills.
• Ability to work under pressure in a close‑knit team.
• Additional languages is a strong advantage.

Why You’ll Love Working With Us

• A meaningful role helping people during vulnerable moments.
• Supportive, collaborative Operations Team.
• Career development opportunities in global medical assistance.
• A culture built on care, professionalism, and service excellence.

Shift Pattern

This is a 24/7 operation, with shifts between 08:00–20:30. 7.5‑hour shifts (37.5 hours per week). 1‑hour unpaid lunch. Weekend rotation: typically 1 in every 3 weekends.

What We Offer

• Hybrid working options.
• Internal promotion pathways.
• Diverse & inclusive workplace.
• Birthday day off + Christmas Eve off.
• 22 days holiday [FTE -DEPENDS ON SHIFT PATTERN] + 8 bank holidays (increasing to 30 days with tenure).
• Summer & Christmas parties.
• Employee of the Month & Year awards.
• 2 paid volunteer days per year.

If you’re compassionate, detail‑oriented, and motivated by helping others, this is your chance to join a global organisation where your work truly matters.

IMG is committed to creating a diverse environment and is proud to be an equal opportunity employer.

All qualified applicants will receive consideration for employment without regard to race, color, ethnicity, national origin, religion, gender, gender identity or expression, sexual orientation, genetic information, disability, age, veteran status, and other protected statuses as required by applicable law.