Case Manager

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

Job summary

IMG (International Medical Group) is seeking a full-time Assistance Case Manager for their Cardiff office. This remote or hybrid role involves coordinating medical care and ensuring customer satisfaction, with a competitive salary ranging from £23,809.50 to £28,000. Ideal candidates will have strong communication skills and a customer service background, making it an excellent opportunity for anyone looking to advance in the insurance industry.

Benefits

Hybrid Working

Competitive Salary

22 Days leave and 9 Bank Holidays

Birthday Day Off

Surprise events for overachieving employees

Employee of the month/year awards

2 volunteer days a year

Qualifications

• Customer service experience is preferred.
• Computer literacy is required.
• Accuracy and the ability to work under pressure are key.

Responsibilities

• Coordinate medical care and ensure customer satisfaction.
• Provide high-level customer service to clients.
• Document all case information accurately.

Skills

Fluent spoken and written English

Good oral and written communications skills

Customer service experience

Ability to work under pressure

Attention to detail

Education

Previous insurance/assistance experience

Tools

Microsoft Office

Job description

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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; as well as empathetic with a focus on the customer's satisfaction.

Case Managers are the initial point of escalation for more junior members of the team and can demonstrate self-sufficiency following processes without the need for direct close supervision requiring minimal direction from management.

As one of the world's top International Medical Insurance companies, IMG helps individuals and companies of all sizes. Every second of every day, vacationers, those working or living abroad for short or extended periods, people traveling frequently between countries, and those who maintain multiple countries of residence use our products to give themselves global peace of mind.

This is a great opportunity for anyone who is looking to kick-start a career in the insurance industry or if you just want to expand on current experience. You’ll be joining a network of some of the most experienced, innovative and dedicated people in the country - the opportunities to learn new skills and develop in your career and grow. Our mission is to help you realise your potential. Whether you want to kick start or restart your career, IMG is the right place to do just that.

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

• To provide help to insured clients who request assistance in the coordination of medical care, the handling of a loss or their return home.
• To provide the highest level of customer service to both internal and external clients.
• To ensure all internal and external communications to be dealt with in a professional, disciplined and courteous manner at all times.
• To empathetically deal with enquiries from patients and their relatives on case related matters in a prompt, courteous and professional manner.
• To ensure that any assistance given, and costs incurred are provided for within the terms and conditions of the insurance policy with a focus on cost containment.
• To be fully familiar with the case management systems and to ensure that all information obtained during an assistance case or pre-authorisation case is properly documented on these.
• To be familiar with IMG’s service standards and to ensure that any assistance provided is done so in accordance with these.
• To demonstrate a sense of urgency at all times, being able to prioritise tasks in favor of customer satisfaction and adherence to internal protocols.
• To ensure that all interactions are properly documented in a relevant, complete and accurate manner.
• To work in close partnership with the Medical Department ensuring appropriate medical care is provided to patients; assisting in obtaining relevant medical information from medical providers; making arrangements with medical providers; and facilitating authorizations liaising with underwriters as needed.
• To manage and coordinate all operational and logistical matters relating to the movement and welfare of clients.
• To conduct regular and ongoing reviews of current cases in order to ensure compliance with company procedures.
• To maintain an oversight on the handling and direction of all current cases and to provide support and direction to Administrators as necessary.
• To ensure all cases are properly closed and accurate final reserves are provided for relevant parties.
• To ensure that all required information for the progression of a case is obtained at the earliest opportunity.

What We`re Looking for:

• Fluent spoken and written English.
• Previous customer service experience (not necessarily in a related field).
• Good oral and written communications skills, delivered in a clear and professional manner.
• Previous insurance/assistance experience or similar (Preferred)
• Computer literacy, including familiarity with Microsoft Office (Word, Outlook, Excel)
• A high level of accuracy.
• Ability to work under pressure in a close knit team
• Previous customer service experience in a similar role would be beneficial, but a positive, professional attitude and a desire to develop your skills are more important.
• Fluent in English and an additional language (not essential)

What Do We Offer

• Hybrid Working
• Competitive Salary of £23,809.50 - £28,000 (Depending on Experience)
• We promote internally as much as possible
• Summer and Christmas Parties
• Birthday Day Off
• 22 Days leave and 9 Bank Holidays, annual leave Increases to 30 Days (Pro Rata)
• Christmas Eve Off
• Surprise events for overachieving employees - such as tickets to Beyonce etc
• Employee of the month/year awards
• 2 volunteer days a year

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.

Seniority level

• Seniority level

  Entry level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Other

• Industries

  Insurance

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