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Here at IMG, we are pleased to announce that we are looking for a Assistance Case Manager working on Remote or Hybrid basis out of our Cardiff Office on a Permanent contract, working Full Time 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, and empathetic, with a focus on customer satisfaction.
Case Managers are the initial point of escalation for junior team members and can work independently following processes with minimal supervision.
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 to travelers, expatriates, and those with multiple residences.
This role is ideal for those starting or expanding their careers in insurance. Join a team of experienced, innovative professionals and grow your skills. Our mission is to help you realize your potential.
Daily Responsibilities:
* Assist insured clients with medical care coordination, loss handling, or repatriation.
* Provide high-level customer service to internal and external clients.
* Handle all communications professionally and courteously.
* Respond empathetically to enquiries from patients and relatives.
* Ensure assistance and costs are within policy terms, focusing on cost containment.
* Use case management systems accurately to document all case-related information.
* Adhere to IMG’s service standards and protocols.
* Prioritize tasks with a sense of urgency to ensure customer satisfaction.
* Document interactions properly and completely.
* Collaborate with the Medical Department to ensure appropriate care and facilitate authorizations.
* Manage operational and logistical aspects of client cases.
* Review cases regularly for compliance and quality.
* Oversee current cases and support team members as needed.
* Ensure proper case closure and accurate reserves.
* Obtain necessary information early for case progression.
Qualifications:
* Fluent in spoken and written English.
* Previous customer service experience (not necessarily in insurance).
* Strong communication skills.
* Experience in insurance or assistance (preferred).
* Proficiency in Microsoft Office.
* High accuracy and attention to detail.
* Ability to work under pressure in a team.
* Positive attitude and willingness to develop skills.
* Additional language skills are a plus but not essential.
What We Offer:
* Hybrid working arrangement.
* Salary of £23,809.50 - £28,000 (dependent on experience).
* Internal promotion opportunities.
* Social events, including summer and Christmas parties.
* Birthday day off.
* Annual leave starting at 22 days plus 9 bank holidays, increasing to 30 days.
* Christmas Eve off.
* Employee recognition events and awards.
* Volunteer days.
IMG is committed to diversity and equal opportunity employment. All qualified applicants will receive consideration without regard to race, color, ethnicity, religion, gender, sexual orientation, disability, age, veteran status, or other protected classes.
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