Assistance Case Manager

Join a Global Leader in Medical Insurance

Become Our New Case Manager at IMG

Salary: £25,000 – £26,500 per year

Do you thrive in fast‑paced environments where you can make a real difference in people’s lives? Are you empathetic, organised, and confident communicating with individuals from all walks of life?

If so, you could be the Case Manager we’re looking for.

In this role, you’ll coordinate medical care and assistance for insured clients worldwide. Whether helping someone access treatment abroad or arranging a safe journey home, you’ll ensure each case is handled with compassion, urgency, and professionalism.

What You’ll Do

• Assist insured clients with medical coordination, handling losses, or arranging repatriation.
• Deliver exceptional customer service to clients, relatives, and internal teams.
• Respond to enquiries with empathy, clarity, and professionalism.

Coordinate Medical Care & Logistics

• Work closely with our Medical Department to ensure appropriate treatment.
• Obtain medical reports, arrange medical care, and facilitate authorisations.
• Manage all logistics relating to client movement and welfare.

Ensure Accurate Case Management

• Document all interactions clearly and accurately.
• Conduct frequent case reviews to ensure compliance and quality.
• Close cases with accurate final reserves and ensure all key information is captured early.

Collaborate & Lead Within the Team

• Act as the initial escalation point for Case Administrators.
• Support, guide, and oversee ongoing case work.
• Liaise directly with clients regarding updates or concerns.
• Escalate VIP, press-sensitive, contentious, or high‑risk cases to management.

Deliver Operational Excellence

• Meet SLA targets, KPIs, and internal service standards.
• Identify system issues or improvement opportunities.
• Support the wider Operations Department in achieving goals.
• Take on additional tasks as assigned by leadership.

What You Bring

Essential Skills

• Fluent spoken and written English
• Customer service experience (any sector)
• Clear, professional communication skills
• Ability to remain empathetic and composed in challenging situations

Preferred Skills

• Proficiency in Microsoft Word & Outlook
• Strong organisational and prioritisation skills
• Ability to work under pressure in a close‑knit team
• Additional languages (a strong advantage)

Why You’ll Love Working With Us

• A meaningful role helping people during vulnerable moments
• Supportive, collaborative Operations Team
• Career development opportunities in global medical assistance
• A culture built on care, professionalism, and service excellence

Shift Pattern

This is a 24/7 operation, with shifts between 08:00–20:30.

• 7.5‑hour shifts (37.5 hours per week)
• 1‑hour unpaid lunch
• Weekend rotation: typically 1 in every 3 weekends

What We Offer

• Hybrid working options
• Internal promotion pathways
• Diverse & inclusive workplace
• Birthday day off + Christmas Eve off
• 22 days holiday [FTE -DEPENDS ON SHIFT PATTERN] + 8bank holidays (increasing to 30 days with tenure)
• Summer & Christmas parties
• Employee of the Month & Year awards
• 2 paid volunteer days per year

Ready to Build a Career with Purpose?

If you’re compassionate, detail‑oriented, and motivated by helping others, this is your chance to join a global organisation where your work truly matters.

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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