Global Medical Assistance Case Manager

Charles Taylor; Tipner; On-site; GBP 22,000 - 28,000; Full time

Job summary

Charles Taylor in Tipner, UK is hiring a Customer Service Case Manager for our Medical Assistance team. You will be the lifeline for travelers facing medical emergencies, coordinating assistance in real time and providing reassurance to customers worldwide.

The role demands excellent English communication, empathy, and strong IT skills. You'll manage a portfolio of cases, uphold service standards, and work a rotating shift pattern including weekends.

Qualifications

• Experience in customer service with a focus on medical emergencies.
• Ability to coordinate through real-time scenarios.
• Excellent English written and spoken communication.
• Strong IT skills and proficiency with case management systems.

Responsibilities

• Manage a portfolio of medical emergency assistance cases, ensuring they are handled within agreed service standards and timeframes
• Provide timely, compassionate support to customers experiencing medical emergencies around the world
• Proactively review your caseload to ensure cases are progressing, decisions are accurate, and claims are resolved efficiently
• Identify complex or high-risk cases and elevate them to the appropriate teams when required
• Escalating any concerns relating to potential fraud
• Demonstrate and champion Charles Taylor Values by ensuring Agility, Integrity, Care, and Accountability and Collaboration
• Excellent written and verbal English communication skills
• Strong IT competency
• Confidence in decision-making
• Empathy and commitment to enhancing the patient journey
• Strong work ethic and professionalism
• Ability to work the contracted hours and maintain commitment throughout the training period and beyond

Skills

Customer service

Medical assistance coordination

Written and verbal English

IT competency

Decision-making

Empathy

Tools

CRM systems

Job description

Charles Taylor in Tipner, UK is hiring a Customer Service Case Manager for our Medical Assistance team. You will be the lifeline for travelers facing medical emergencies, coordinating assistance in real time and providing reassurance to customers worldwide.

The role demands excellent English communication, empathy, and strong IT skills. You'll manage a portfolio of cases, uphold service standards, and work a rotating shift pattern including weekends.