Hybrid Global Medical 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

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.