Case Manager

Summary

Join IMG as an Assistance Case Manager in Cardiff, working remotely or hybrid, on a full-time permanent contract with a competitive salary (£23,809.50-£28,000). Coordinate medical care for clients, ensuring appropriateness, timeliness, and empathy. Serve as an escalation point for junior team members, demonstrating self-sufficiency and minimal need for supervision. This role is ideal for those starting or expanding their insurance careers. IMG offers opportunities for skill development and career growth. The company prioritizes helping employees reach their full potential.

Requirements

• Fluent spoken and written English
• Previous customer service experience (not necessarily in a related field)
• Good oral and written communications skills, delivered in a clear and professional manner
• Strong problem solving skills
• Computer literacy, including familiarity with Microsoft Office (Word, Outlook, Excel)
• A high level of accuracy
• Ability to work under pressure in a close knit team

Responsibilities

• To provide help to insured clients who request assistance in the coordination of medical care, the handling of a loss or their return home
• To provide the highest level of customer service to both internal and external clients
• To ensure all internal and external communications to be dealt with in a professional, disciplined and courteous manner at all times
• To empathetically deal with enquiries from patients and their relatives on case related matters in a prompt, courteous and professional manner
• To ensure that any assistance given, and costs incurred are provided for within the terms and conditions of the insurance policy with a focus on cost containment
• To be fully familiar with the case management systems and to ensure that all information obtained during an assistance case or pre-authorisation case is properly documented on these
• To be familiar with IMG’s service standards and to ensure that any assistance provided is done so in accordance with these
• To demonstrate a sense of urgency at all times, being able to prioritise tasks in favor of customer satisfaction and adherence to internal protocols
• To ensure that all interactions are properly documented in a relevant, complete and accurate manner
• To  work in close partnership with the Medical Department ensuring appropriate medical care is provided to patients; assisting in obtaining relevant medical information from medical providers; making arrangements with medical providers; and facilitating authorizations liaising with underwriters as needed
• To manage and coordinate all operational and logistical matters relating to the movement and welfare of clients
• To conduct regular and ongoing reviews of current cases in order to ensure compliance with company procedures
• To maintain an oversight on the handling and direction of all current cases and to provide support and direction to Administrators as necessary
• To ensure all cases are properly closed and accurate final reserves are provided for relevant parties
• To ensure that all required information for the progression of a case is obtained at the earliest opportunity

Preferred Qualifications

• Previous insurance/assistance experience or similar
• Fluent in English and an additional language

Benefits

• Hybrid Working
• Competitive Salary of £23,809.50 - £28,000 (Depending on Experience)
• We promote internally as much as possible
• Diverse workforce
• Summer and Christmas Parties
• Birthday Day Off
• 22 Days leave and 9 Bank Holidays, annual leave Increases to 30 Days (Pro Rata)
• Christmas Eve Off
• Surprise events for overachieving employees - such as tickets to Beyonce etc
• Employee of the month/year awards
• 2 volunteer days a year