Assistance Call Handler

Summary

Join IMG as a CCAT Specialist and work remotely or hybrid, 37.5 hours a week, with a competitive salary of £27,000-£30,000. You will support Case Managers in arranging evacuations and repatriations, manage cases meeting Critical Care and Transport criteria, attend medical team meetings, and provide training. This role offers opportunities for career growth within a leading international medical insurance company. IMG is committed to fostering a diverse and inclusive work environment. The position requires a minimum of two years of experience in a similar role and strong communication and interpersonal skills.

Requirements

• Minimum of 2 years of experience in a similar role
• Strong work ethic and the initiative and ability to work independently or in a team environment
• Attention to detail and good listening skills. Ability to follow complex instructions
• Good interpersonal and customer service skills (both written and spoken)
• Enthusiastic, self-motivated with a ‘can do’ attitude
• Ability to inspire, on both an individual and team level, to ensure the continued enhancement of the team and its success
• PC skills with a good knowledge of Microsoft packages, with working knowledge of MS Excel, Word, and PowerPoint
• A high degree of accuracy and attention to detail with excellent numerical skills
• The ability to work well both independently and as part of a team
• The ability to follow processes and efficiently collect data in a friendly and professional manner
• Excellent written and verbal communication skills
• The ability to use those communications skills to train individuals, or teams internally
• A calm, diplomatic, open, and professional approach, with the ability to handle enquiries from all parties, VIPs, insured personnel, and underwriters alike

Responsibilities

• Manage cases that meet the Critical Care and Transport Criteria
• Medically Escorted Commercial Repatriations and Evacuations
• Air Ambulance Repatriations and Evacuations
• Manage Inpatient cases where the length of admission exceeds 9 days
• Manage Cases where patients are admitted to Intensive or High Dependency Care Units
• Manage Cases where patients are admitted to hospital in a high-risk country
• Manage Cases where patient’s require evacuation from a private hospital
• Manage Cases where repatriation of mortal remains are required
• Ensure all internal and external communications are dealt with in a professional, disciplined and courteous manner
• Ensure all internal and external Service Level Agreements are maintained
• Ensure all Key Performance Indicators are maintained
• Update reserves and cost notes with accurate costings of repatriations
• Manage Customer Service cases and pharmaceutical cases as required
• Assess and approve all transportation invoices
• Liaise with stakeholders when the requirements are not met and escalate late payments to the Critical Care and Transport Manager

Benefits

• Working from Home (Remote or Hybrid)
• Competitive Salary of £27,000 - £30,000 (Depending on Experience)
• We promote internally as much as possible
• Diverse workforce
• Summer and Christmas Parties
• Birthday Day Off
• Bupa Dental Insurance
• Healthshield Cash Plan
• 22 Days leave and 9 Bank Holidays, annual leave Increases to 30 Days (Pro rata)
• Surprise events for overachieving employees - such as tickets to Beyonce etc
• Employee of the month/year awards
• 2 volunteer days a year