Billing and Network Administrator (6 month FTE)
Portsmouth
Monday to Friday
About Charles Taylor Assistance
Charles Taylor Assistance is the partner of choice to some of the UK’s most renowned travel insurance brands and one of the leading global providers of medical assistance, travel risk, and claims management services. We support over five million customers every year and process over 170,000 travel claims.
Our Medical Assistance team members are based in Cosham, Portsmouth and Majorca. The team handles medical assistance claims when a customer who is handling an adverse health-related incident abroad, needs to initiate the provisions of their insurance policy. Cases can range from very simple health issues to very complex issues or death of the insured, involving air ambulances and repatriations. Trained case managers work alongside a team of doctors, nurses and other clinicians to ensure that patient-centric care is provided.
The Role:
This role provides specialist support to Charles Taylor Assistance medical operations, helping the wider assistance teams deliver high-quality medical emergency services. Responsibilities include creating new cases for insured policyholders, auditing and negotiating invoice settlements, and delivering efficient administrative support, while maintaining exceptional levels of customer service at all times.
Key Responsibilities
1. Deliver excellent service while acting as a positive ambassador for the company
2. Manage outpatient assistance cases, including assessment, allocation, and reserve setting
3. Handle incoming calls from providers, agents, and patients where appropriate
4. Audit, assess, negotiate, and process foreign medical bills and supplier invoices
5. Apply network discounts and ensure accurate payment processing and claims handling
6. Maintain workflows, databases, and provider records to ensure data accuracy and compliance
7. Conduct research using internal systems and external organisations to support operations
8. Identify and develop relationships with new global medical and assistance providers
9. Provide operational support and expert guidance on network providers and billing processes
10. Escalate concerns, investigate provider issues, and recommend appropriate actions
11. Support continuous improvement initiatives to enhance efficiency and productivity
12. Assist with training and onboarding of new team members when required
13. Undertake additional administrative and operational duties to support business needs
Required Skills
14. Excellent education standard with strong geographical and cultural awareness
15. Flexible, proactive, and self-motivated approach to work
16. Strong written and verbal communication skills, with excellent spoken and written English
17. Able to work independently and collaboratively within a team
18. Highly organised, able to multitask, prioritise workloads, and work under pressure
19. Confident using Microsoft Office applications
20. Solutions-focused with the ability to think creatively and adapt quickly
21. Committed to delivering exceptional customer service and continuous improvement
22. Able to build strong relationships with colleagues, suppliers, and international providers
23. Confident communicating professionally with clients and stakeholders
24. Additional language skills are desirable