Job Description
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.
Skills Needed
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.
Desired Criteria
Required Criteria
* Excellent verbal and written communication
Closing DateMonday 11th November, 2024