Senior Case Manager - Assistance in Esher

Job Description

Location: Healix Group, Healix House, Esher Green

We are recruiting for a Senior Case Manager - Assistance to join our International Medical Assistance team based in Esher, UK.

Reporting to the Operations Lead, the Senior Case Manager will deliver proactive, professional, and timely responses to travel and medical assistance requests, ensuring cost-effective and customer focused solutions.

The Senior Case Manager will be required to provide first-line support to the Medical Assistance Team, acting as the point of escalation for complex cases, and communicating potential issues to management.

Our Ideal Candidate Will

• Have prior experience: experience working in a Medical Assistance department or similar role.
• Strong geographical knowledge.
• Excellent written and verbal communication skills; the ability to communicate professionally, employing excellent listening skills; the ability to build relationships with clients quickly over the telephone and respond respectfully and empathetically to the client’s needs.
• Proficiency in Microsoft Office; experience with case management systems.
• The ability to handle a high level of call and case volumes, maintaining case work within agreed SLA’s; the ability to work calmly under pressure.
• Successful application of these skills and the ability to deliver sustainably against agreed objectives and other performance metrics. This includes telephone/email service levels and agenda management.
• Be responsive and empathetic to the needs of others.

Key activities/main duties

• Deliver exceptional customer service by managing assistance and claims cases from initial contact through to resolution, ensuring a professional, empathetic, and customer-focused approach.
• Accurately assess eligibility, gather relevant information, and maintain detailed case records to support effective case management and timely claim progression.
• Liaise with customers, clients, underwriters, claims handlers, healthcare providers, and other third parties, providing regular updates and ensuring all stakeholders remain informed.
• Take ownership of complex or sensitive cases, proactively resolving issues and escalating high-risk matters when appropriate.
• Support and guide colleagues on case management best practices, sharing knowledge and assisting with escalated customer and member queries.
• Ensure compliance with company policies, service standards, and regulatory requirements, including accurate recording of costs, reserves, and case information.
• Monitor service levels, identify potential risks, and contribute to continuous improvement initiatives to enhance customer outcomes and operational performance.
• Act as a professional ambassador for Healix, maintaining high standards of communication, quality, and customer care at all times.
• Participate actively in training, quality reviews, team meetings, and personal development activities, striving to exceed performance and quality targets.

About The Company

We offer UK employee healthcare benefits, and travel, medical and security assistance in every corner of the globe. Our purpose is to help people in difficult situations – whether that’s a cancer diagnosis, a need for medical assistance when they’re far from home, or being caught up in conflict or natural disaster. We talk to them, support them, and make sure they get the help they need. If necessary, we’ll pull them out and bring them home.

We’re co‑ordinators and problem‑solvers: experts at navigating the global health and security landscape. Our teams of doctors, nurses, travel and medical co‑ordinators and security experts make sure that your people will be looked after, whatever happens supported by technology designed help individuals, not slot them into a predetermined solution.

We work with governments, broadcasters, NGOs, international corporations, major insurers and more. No two clients are the same: we adapt our services to their needs.

More importantly, we adapt to the practical and human needs of the individuals we protect. Most of us are on the front line; we keep our back office lean. We don’t use scripts, and we don’t time calls. We never lose sight of the fact that we’re dealing with real people.

Company Culture

Instead, we focus on ensuring our highly trained specialists have the space and time they need to be effective. We let them use their initiative to get the job done, because the situations they face often throw up unexpected challenges – and no protocol survives contact with the real world.

Our clients have thousands of employees and customers, at home and abroad, so they need a business big enough to handle any situation. But they chose Healix because they also need an organisation that’s personal enough to care.

Our people are driven to do things in the best way, not the way they have always been done. We work hard, and our efforts are rewarded with great development opportunities and a supportive team spirit.

We want to nurture this friendly and dynamic company culture so that we can continue to attract diverse talent with a breadth of knowledge and world-class skills. As a part of Healix, you can expect a range of excellent benefits and an environment where people really do care.

Closing Date

Wednesday 7th October, 2026

Contract Type

fulltime

Salary

Based on Experience

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