Senior Assistance Case Manager

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Senior Assistance Case Manager

Healix safeguard's people's health and wellbeing in every corner of the world. We offer international risk management and assistance services around the globe and employee healthcare benefits within the UK.

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.

As a result, we have an impressive list of clients - ranging from governments, broadcasters, NGOs to international corporations, major insurers and more.

About the role

The Senior Case Manager is responsible for delivering proactive, professional, and timely responses to travel and medical assistance requests, ensuring cost-effective and customer-focused solutions. This role provides first-line support to the Medical Assistance Team, acts as the point of escalation for complex cases, and communicates potential issues to management.
Position Overview

Customer Interaction and Case Management:

• Respond to calls promptly, courteously, and professionally, ensuring empathy and customer focus, assessing caller needs through effective questioning and listening.

• Accurately create case files, capturing all relevant information and providing case management.

• Manage cases effectively, providing advice and support to customers throughout the claims process.

• Gather information from third parties to expedite claims assessments.

Leadership and Escalation

• Lead the team by providing direction for case management, especially on complex cases.

• Assist the Operational Leads, when necessary, with escalated claim and member queries.

• Escalate urgent matters and high-risk cases to Operational Leads and Operations Managers as appropriate.

Communication

• Keep clients, claims handlers, underwriters and any third party informed with timely and detailed updates.

• Serve as an ambassador for Healix, ensuring professional behaviour, and case management when dealing with all stakeholders, clients and third parties.

Compliance and Administrative Duties

• Ensure compliance with departmental and companywide policies

• Ensure accurate reserves and costs are recorded on case files.

• Complete assigned daily duties in line with department standards, anticipating and reporting any SLA risks.

Performance and Development:

• Look to exceed all quality review targets, through call and case auditing.

• Actively participate in team meetings and one-on-one assessments.

• Take responsibility and ownership for ensuring compliance to departmental and companywide policies.
Person specification

This key position requires the employee to:

• Have experience working in a Medical Assistance department or similar role is essential.

• Excellent written and verbal communication skills.

• Handling a high level of call and case volumes, maintaining case work within agreed SLA's.

• Good geographical knowledge.

About the company

All around the world, Healix safeguards people's health and wellbeing.

Required Criteria

• Excellent verbal and written communication

Desired Criteria
Skills you'll need