Here at IMG, we are pleased to announce that we are looking for a Assistance Case Manager to work on a Remote or Hybrid basis from 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, and empathetic with a focus on customer satisfaction.
Case Managers are the initial point of escalation for junior team members and can demonstrate self-sufficiency following processes with minimal supervision from management.
As one of the world's top International Medical Insurance companies, IMG helps individuals and companies of all sizes. Our products provide global peace of mind for vacationers, expatriates, frequent travelers, and those with multiple residencies.
This is an excellent opportunity for those looking to start or expand their career in the insurance industry. Join a network of experienced, innovative, and dedicated professionals, with opportunities to learn new skills, develop, and grow. Our mission is to help you realize your potential.
What does a day in the life of a Case Manager look like?
* Providing assistance to insured clients requesting help with medical care, loss handling, or repatriation.
* Delivering high-quality customer service to internal and external clients.
* Handling communications professionally, courteously, and in a disciplined manner.
* Dealing empathetically with inquiries from patients and relatives regarding case matters.
* Ensuring assistance and costs are within policy terms, with a focus on cost containment.
* Familiarity with case management systems and proper documentation of all case information.
* Adhering to IMG’s service standards in all assistance provided.
* Demonstrating urgency and prioritizing tasks to ensure customer satisfaction and compliance with protocols.
* Documenting interactions accurately and completely.
* Collaborating with the Medical Department to ensure appropriate care, obtain medical information, and facilitate authorizations.
* Managing operational and logistical aspects related to client movement and welfare.
* Reviewing cases regularly to ensure procedural compliance.
* Overseeing current cases and supporting administrators as needed.
* Closing cases properly and providing accurate final reserves.
* Obtaining necessary information promptly for case progression.
What are we looking for?
* Fluent spoken and written English.
* Previous customer service experience (not necessarily in insurance).
* Clear and professional communication skills.
* Insurance or assistance experience (preferred).
* Strong problem-solving skills.
* Proficiency with Microsoft Office.
* High accuracy and attention to detail.
* Ability to work under pressure within a team.
* A positive attitude and willingness to develop skills are valued.
* Fluency in English and another language (not essential).
What do we offer?
* Hybrid working arrangements.
* Competitive salary (£23,809.50 - £28,000).
* Internal promotion opportunities.
* Diverse workforce.
* Summer and Christmas parties.
* Birthday day off.
* 22 days of leave plus 9 bank holidays, increasing to 30 days (pro-rata).
* Christmas Eve off.
* Surprise events and employee awards.
* Two volunteer days per year.
IMG is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration without regard to race, color, ethnicity, religion, gender, gender identity, sexual orientation, disability, age, veteran status, or other protected statuses.
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