Case Manager

International Medical Group; Cardiff; Hybrid; GBP 23,000 - 28,000; Full time

Job summary

A leading international medical insurance company is hiring an Assistance Case Manager for their Cardiff office. This role involves coordinating medical care, ensuring customer satisfaction, and providing support to clients in a dynamic work environment. Opportunities for career growth and a competitive salary package are offered.

Benefits

Hybrid working arrangements

Competitive salary

Opportunities for internal promotion

Diverse workforce and inclusive environment

Social events, birthday day off, and volunteer days

Generous leave policy

Qualifications

• Fluency in English required; an additional language is a plus.
• Previous experience in customer service is valued.
• Ability to work under pressure in a team.

Responsibilities

• Assist clients with medical care, loss handling, and repatriation.
• Deliver high-quality customer service professionally.
• Collaborate with the Medical Department for case management.

Skills

Fluent spoken and written English

Customer service experience

Professional communication skills

Problem-solving skills

Computer literacy, including MS Office

Attention to detail

Job description

Here at IMG, we are pleased to announce that we are looking for a Assistance Case Manager working on Remote or Hybrid basis out of our Cardiff Office on a Permanent contract, working on a Full-Time Basis with a competitive salary of £23,809.50 - £28,000 (depending on experience). The core responsibility of a Case Manager is to coordinate medical care that is appropriate according to program underwriting guidelines, timely in reference to standard service turnaround times, and empathetic with a focus on customer satisfaction.

Case Managers are the initial point of escalation for junior team members and can demonstrate self-sufficiency, following processes with minimal supervision.

As one of the world's top international medical insurance companies, IMG helps individuals and companies of all sizes. Our products serve vacationers, expatriates, frequent travelers, and those with multiple residencies, providing them with global peace of mind.

This is a great opportunity for those looking to start or expand their career in insurance. Join a team of experienced, innovative, and dedicated professionals, with opportunities to learn new skills, develop, and grow. Our mission is to help you realize your potential.

What does a day in the life of a Case Manager look like:

• Providing assistance to insured clients requesting help with medical care, loss handling, or repatriation.
• Delivering high-quality customer service to internal and external clients.
• Handling communications professionally, courteously, and in a disciplined manner.
• Dealing empathetically with inquiries from patients and relatives.
• Ensuring assistance and costs are within policy terms, focusing on cost containment.
• Being familiar with case management systems and documenting all case information accurately.
• Adhering to IMG’s service standards in all assistance provided.
• Demonstrating a sense of urgency, prioritizing tasks to ensure customer satisfaction and protocol adherence.
• Documenting interactions properly, completely, and accurately.
• Collaborating with the Medical Department to ensure appropriate medical care, obtain medical information, arrange services, and liaise with underwriters.
• Managing operational and logistical matters related to client movement and welfare.
• Conducting ongoing reviews of cases for compliance.
• Overseeing current cases and supporting administrative staff.
• Ensuring proper closure of cases and accurate reserves.
• Obtaining necessary information promptly for case progression.

What we’re looking for:

• Fluent spoken and written English.
• Previous customer service experience (not necessarily in insurance).
• Clear and professional communication skills.
• Insurance/assistance experience (preferred).
• Strong problem-solving skills.
• Computer literacy, including MS Office.
• High accuracy and attention to detail.
• Ability to work under pressure in a team.
• A positive attitude and desire to develop skills are valued.
• Fluent in English and an additional language (not essential).

What we offer:

• Hybrid working arrangements.
• Competitive salary.
• Opportunities for internal promotion.
• Diverse workforce and inclusive environment.
• Social events, birthday day off, and volunteer days.
• Generous leave policy, including increased days with service.
• Special events and employee recognition programs.

IMG is committed to diversity and equal opportunity. All qualified applicants will receive consideration without regard to race, color, ethnicity, religion, gender, sexual orientation, disability, age, veteran status, or other protected statuses.