Assistance Case Manager

International Medical Group; Redhill; Hybrid; GBP 25,000 - 27,000; Full time

Benefits offered by this job

Hybrid working options

Internal promotion pathways

Diverse & inclusive workplace

Birthday day off + Christmas Eve off

22 days holiday + 8 bank holidays (in‑

to 30 days with tenure

Summer & Christmas parties

Employee of the Month & Year awards

2 paid volunteer days per year

Job summary

International Medical Group is seeking a Case Manager to coordinate medical care and assistance for insured clients worldwide. You will deliver compassionate support, manage enquiries, and ensure accurate case documentation.

This 24/7 role emphasizes empathy, clear communication, and teamwork within a busy operations unit. Hybrid working options and a comprehensive benefits package are offered.

Qualifications

• Fluent English required for all client and internal communications.
• Experience in customer service across any sector is beneficial.
• Clear, professional communication with diverse clients.
• Ability to remain empathetic and composed in challenging situations.

Responsibilities

• Coordinate medical care and assistance for insured clients worldwide.
• Deliver exceptional customer service to clients, relatives, and internal teams.
• Respond to enquiries with empathy, clarity, and professionalism.
• Work with Medical Department to obtain reports and authorisations.
• Manage logistics relating to client movement and welfare.
• Document interactions clearly and conduct frequent case reviews.
• Escalate VIP or high‑risk cases to management and support teammates.

Skills

Fluent spoken and written English

Customer service experience

Clear professional communication

Empathy under pressure

Tools

Microsoft Word

Outlook

Job description

Join a Global Leader in Medical Insurance

Become Our New Case Manager at IMG

Salary: £25,000 – £26,500 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

Essential Skills

• Fluent spoken and written English
• Customer service experience (any sector)
• Clear, professional communication skills
• Ability to remain empathetic and composed in challenging situations

Preferred Skills

• Proficiency in Microsoft Word & Outlook
• Strong organisational and prioritisation skills
• Ability to work under pressure in a close‑knit team
• Additional languages (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] + 8bank holidays (increasing to 30 days with tenure)
• Summer & Christmas parties
• Employee of the Month & Year awards
• 2 paid volunteer days per year

Ready to Build a Career with Purpose?

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.