Our Medical Assistance team members are based in Cosham, Portsmouth and Majorca. The team handles medical assistance claims when a customer who is dealing with 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 the 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. This role provides specialist support to Charles Taylor Assistance medical operations, helping the wider assistance teams deliver high‑quality medical emergency services.
Responsibilities
* Deliver excellent service while acting as a positive ambassador for the company
* Manage outpatient assistance cases, including assessment, allocation, and reserve setting
* Handle incoming calls from providers, agents, and patients where appropriate
* Audit, assess, negotiate, and process foreign medical bills and supplier invoices
* Apply network discounts and ensure accurate payment processing and claims handling
* Maintain workflows, databases, and provider records to ensure data accuracy and compliance
* Conduct research using internal systems and external organisations to support operations
* Identify and develop relationships with new global medical and assistance providers
* Provide operational support and expert guidance on network providers and billing processes
* Escalate concerns, investigate provider issues, and recommend appropriate actions
* Support continuous improvement initiatives to enhance efficiency and productivity
* Assist with training and onboarding of new team members when required
* Undertake additional administrative and operational duties to support business needs
Qualifications & Requirements
* Visa: We provide comprehensive training but require a minimum of 18 months remaining on your visa. If you have less than 18 months, you may still be considered if you can provide clear evidence of family ties that would allow you to extend your visa, or if you can demonstrate and provide documentation of a valid UK visa extension under immigration laws.
* Excellent education standard with strong geographical and cultural awareness.
* Flexible, proactive, and self‑motivated approach to work.
* Strong written and verbal communication skills, with excellent spoken and written English.
* Able to work independently and collaboratively within a team.
* Highly organised, able to multitask, prioritise workloads, and work under pressure.
* Confident using Microsoft Office applications.
* Solutions‑focused with the ability to think creatively and adapt quickly.
* Committed to delivering exceptional customer service and continuous improvement.
* Able to build strong relationships with colleagues, suppliers, and international providers.
* Confident communicating professionally with clients and stakeholders.
* Additional language skills are desirable.
* Training and onboarding programme that includes regular coaching, feedback, and skill development.
EEO Statement
Charles Taylor Assistance is an inclusive employer. We provide an environment of mutual respect with zero tolerance to discrimination of any kind regardless of age, disability, gender identity, marital/family status, race, religion, sex, or sexual orientation. We promote a transparent and fair recruitment and selection process, and all contribute to a successful, inclusive, and diverse culture and environment.
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