Nurse Case Manager - Medical & Surgical Care in Royal Tunbridge Wells

About AXA: AXA is a global leader in insurance and financial services, dedicated to helping customers protect what matters most to them. As the sixth-largest insurance company in the world, we provide a wide range of services, including health, car, home, and business insurance. We support millions of customers worldwide, helping them navigate life's uncertainties with confidence. AXA Health supports members to put their health first, from individuals to huge corporates, with fast access to diagnosis and treatment when they need it.

Job overview: We’re looking for a dedicated general registered adult nurse to join our Medical and Surgical Care team at AXA Health in Tunbridge Wells, on a full-time, permanent basis. In this virtual role, you’ll manage a portfolio of complex cases, working closely with patients, clinicians, and hospitals to ensure they receive the highest standard of care by making the most of the combined resources of the NHS and private sector. Your clinical expertise and case management skills will enable you to take a flexible approach to the use of members’ benefits, aiming to manage the costs of large and complex claims without compromising on quality or clinical necessity. Your focus will be on delivering personalised, comprehensive care that addresses each patient’s unique circumstances, ensuring high levels of customer satisfaction while maintaining clinical integrity. This role provides a meaningful opportunity to make a real difference in people’s lives.

Key responsibilities:

• Act as a key contact for internal and external stakeholders, providing empathetic support and clinical information related to queries, conditions, or wellbeing.
• Manage high-cost and complex claims, challenging information when necessary, and refer complex cases to senior nurses or Medical Advisory as appropriate.
• Take ownership of member and stakeholder interactions, ensuring effective call handling.
• Deliver high-quality, empathetic verbal and written communication, while respecting data protection and confidentiality standards.
• Understand claims cost principles and identify areas where costs could be reduced. Manage claims accurately and in line with AXA Health guidance.
• Follow the appropriate procedures for handling complaints, ensuring compliance with FCA and AXA Health guidelines.
• Continuously update and develop your clinical knowledge to provide accurate support and information to stakeholders.
• Follow the Nursing Midwifery Council (NMC) code of conduct, acting as a clinical role model. Use evidence-based practice, challenge healthcare professionals when needed, and take ownership of clinical decisions.

Work arrangements:

At AXA we work smart, empowering our people to balance their time between home and the office in a way that works best for them, their team and our customers. After your initial training period, you'll work at least two days a week (40%) away from home, moving to three days a week (60%) in the future. Away from home means attending the office, visiting clients or attending industry events.

Working Hours & Shift Pattern:

Full time, 37.5 hours per week, Monday to Friday, 8:30am and 5:00pm.

Induction & training:

To help you settle into the team and prepare for success in your new role, you’ll attend a comprehensive induction at our Tunbridge Wells office. This induction typically lasts around four weeks. During this period, you’ll be required to come into the office each day.

Your skills & experience:

• Registered General Nurse (RGN)
• Current registration with the Nursing Midwifery Council (NMC).
• Nursing diploma or Bachelor of Science (BSc) degree in nursing.
• Substantive post registration clinical experience.
• Excellent communication and negotiation skills.
• Ability to manage difficult conversations.
• Sound relationship management capabilities.
• High levels of judgement, decision making and ownership.
• Comfortable navigating various IT applications.

As a precondition of employment for this role, you must be eligible and authorised to work in the United Kingdom. This position has been defined as an Insurance Distribution Directive (IDD) role under the IDD regime which means that in addition to pre-employment screening checks, the successful candidate will be subject to background screening every 4 years with an annual declaration in interim years. Please also note that you'll be screened through an enhanced DBS Check.

We’re proud to be an Equal Opportunities Employer and don’t discriminate against employees or potential employees based on protected characteristics.