Senior Medical Assistance Case Manager

Healix International; Esher; On-site; GBP 35,000 - 55,000; Full time

Job summary

Healix Group in Esher, UK is seeking a Senior Case Manager - Assistance to join our International Medical Assistance team. You will deliver proactive, professional responses to travel and medical assistance requests, and manage cases from initial contact through to resolution with a focus on cost-effective, customer-centered solutions.

You will provide first-line support to the Medical Assistance Team, escalate complex cases, and communicate potential issues to management, while ensuring

Qualifications

• Experience in a Medical Assistance department or similar role.
• Excellent written and verbal communication and client relationship skills.
• Ability to work under pressure and manage high case volumes.
• Proficient in Microsoft Office and case management systems.

Responsibilities

• Deliver exceptional customer service by managing assistance and claims cases from initial contact to resolution.
• Assess eligibility, gather information, and maintain detailed case records.
• Liaise with customers, clients, underwriters, claims handlers, healthcare providers, and third parties.
• Take ownership of complex or sensitive cases and escalate high-risk matters.
• Support colleagues on best practices and assist with escalated queries.
• Ensure compliance with policies, standards and regulatory requirements.

Skills

Medical assistance

Geography knowledge

Communication skills

Microsoft Office

Case management

Call handling

Empathy

Tools

Case management software

Job description

Healix Group in Esher, UK is seeking a Senior Case Manager - Assistance to join our International Medical Assistance team. You will deliver proactive, professional responses to travel and medical assistance requests, and manage cases from initial contact through to resolution with a focus on cost-effective, customer-centered solutions.

You will provide first-line support to the Medical Assistance Team, escalate complex cases, and communicate potential issues to management, while ensuring