Here at IMG we are pleased to announce that we are looking for a AssistanceCase Managerworking on Remote orHybridBasis out of ourCardiff Officeon a Permanentcontract working on a FullTime Basiswith 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; as well as empathetic with a focus on the customer's satisfaction.
Case Managers are the initial point of escalation for more junior members of the team and can demonstrate self-sufficiency following processes without the need for direct close supervision requiring minimal direction from management.
As one of the world's top International Medical Insurance companies, IMG helps individuals and companies of all sizes. Every second of every day, vacationers, those working or living abroad for short or extended periods, people traveling frequently between countries, and those who maintain multiple countries of residence use our products to give themselves global peace of mind.
This is a great opportunity for anyone who is looking to kick-start a career in the insurance industry or if you just want to expand on current experience. You’ll be joining a network of some of the most experienced, innovative and dedicated people in the country - the opportunities to learn new skills and develop in your career and grow. Our mission is to help you realise your potential. Whether you want to kick start or restart your career, IMG is the right place to do just that.
What does a day in the life of a Case Manager look like:
* To provide help to insured clients whorequest assistance in the coordination of medical care, the handling of a loss or their return home.
* To provide the highest level of customer service to both internal and external clients.
* To ensure all internal and external communications to be dealt with in a professional, disciplined and courteous manner at all times.
* To empathetically deal with enquiries from patients and their relatives on case related matters in a prompt, courteous and professional manner.
* To ensure that any assistance given, and costs incurred are provided for within the terms and conditions of the insurance policy with a focus on cost containment.
* To be fully familiar with the case management systemsand to ensure that all information obtained during an assistance caseor pre-authorisationcaseis properly documented on these.
* To be familiar withIMG’sservice standards and to ensure that any assistance provided is done so in accordance with these.
* To demonstrateasense of urgencyat all times, being able toprioritisetasks in favor of customer satisfaction and adherence to internal protocols.
* To ensure that allinteractionsareproperly documentedin arelevant, complete and accuratemanner.
* Toworkin close partnership with theMedicalDepartmentensuring appropriate medical care is provided to patients;assistingin obtainingrelevantmedicalinformationfrommedical providers; making arrangements with medical providers; and facilitating authorizations liaising with underwriters as needed.
* To manage and coordinate all operational and logistical matters relating to the movement and welfare of clients.
* To conduct regular and ongoing reviews of current cases in order to ensure compliance with company procedures.
* To maintain an oversight on the handling and direction of all current cases and to provide support and direction to Administrators as necessary.
* To ensure all cases are properly closed and accurate final reserves are provided forrelevant parties.
* To ensure that all required informationfor the progression of a case isobtained at the earliest opportunity.
What We`re Looking for:
* Fluent spoken and written English.
* Previous customer service experience (not necessarily in a related field).
* Good oral and written communications skills, delivered in a clear and professional manner.
* Previous insurance/assistance experience or similar (Preferred)
* Strong problem solving skills
* Computer literacy, including familiarity with Microsoft Office (Word, Outlook, Excel)
* A high level of accuracy.
* Ability to work under pressure in a close knit team
* Previous customer service experience in a similar role would be beneficial, but a positive, professional attitude and a desire to develop your skills are more important.
* Fluent in English and an additional language(not essential)
What do we offer:
* Hybrid Working
* Competitive Salary of£23,809.50- £28,000 (Depending on Experience)
* We promote internally as much as possible
* Diverse workforce
* Summer and Christmas Parties
* Birthday Day Off
* 22 Days leave and 9 Bank Holidays, annual leave Increases to 30 Days (Pro Rata)
* Christmas Eve Off
* Surprise events for overachieving employees - such as tickets to Beyonce etc
* Employee of the month/year awards
* 2 volunteer days a year
IMG is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, ethnicity, national origin, religion, gender, gender identity or expression, sexual orientation, genetic information, disability, age, veteran status, and other protected statuses as required by applicable law.
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