Case Manager

Job Introduction

We have an exciting opportunity for a Case Manager to join our Cases team, based in either Leeds or London.

We are an international Medical Defence Organisation assisting healthcare professionals with issues arising from clinical practice. Our Case Managers are at the forefront of protecting the careers, reputation and financial risk of our Members worldwide. You will be the first point of contact for member queries on our Advice Line and manage cases from initiation to resolution, alongside a multi-disciplinary team of highly experienced and supportive professionals. Whether you are a Legal professional looking to move away from Practise, a professional within our esteemed NHS, have experience in managing healthcare complaints, or someone with sound customer service skills with a passion for supporting Healthcare professionals, then this could be the role for you.

As a Case Manager you will manage a caseload of files and will use your expert knowledge and judgment to formulate strategies to be able to advise and guide our members on relevant processes, making sure that excellent member service is provided. You will manage your own caseload to aid our members through sensitive and challenging times in their careers, developing both technical and stakeholder management skills in the process.

If you have a background in healthcare, healthcare management, complaint handling, legal experience or are someone with sound customer service skills with experiencing in managing a caseload, then this could be the role for you.

This is an ideal opportunity for someone who is familiar with managing complex, conflicting priorities, with the drive and tenacity to deliver outstanding customer service. Extensive training will be provided and you will be continuously learning on the job as part of a supportive team.

NB - we will be shortlisting and interviewing as we receive applications, and may close the vacancy early should we find the right candidate, so please apply promptly to avoid disappointment.

Role Responsibility

As our new Case Manager, you will:

• Be the first point of contact for Member queries on our Advice Line
• Proactively manage assigned case files of varying complexity such as general advice, complaint handling and regulatory issues
• Determine the level of member assistance to be granted in accordance with the membership policy and benefits on individual cases
• Deliver fair treatment and outcomes for members at all times, remaining compliant with associated policies and standards
• Other responsibilities may include: presentations, article writing and coaching.

The Ideal Candidate

We are looking for:

• Strong time management skills and ability to prioritise tasks
• Analytical problem-solving skills and ability to identify pragmatic approaches to resolution
• Customer service experience and a passion for providing excellent service
• Demonstrable experience in managing complex or conflicting priorities
• Excellent verbal/written communication and interpersonal skills.

Useful but not essential:

• Knowledge of medical/dental law is advantageous but not essential
• Experience of file/case handling would be beneficial but full training is provided
• Experience working in a clinical or healthcare setting would be advantageous but not essential.

We welcome applicants from all backgrounds, and we encourage you to apply even if you feel you do not match 100% of the technical requirements. We celebrate diversity, promote inclusivity and strive to create a work environment which ensures everyone can be heard.

Package Description

• Up to 15% discretionary annual bonus
• 11% pension contribution (3% from you, 8% from us optional additional matched 3% contributions, e.g. 6% from you, 11% from us)
• 25 days annual leave plus flexible bank holidays (option to buy/sell 5 days)
• Private Medical Cover
• Healthcare cash plan
• 6x salary death in service
• Paid volunteering day
• A personal GP service enabling you to get a video consultation with an NHS-registered, private GP
• Employee Assistance Programme
• A range of shopping discounts from major high-street retailers

Job Types: Full-time, Permanent

Salary: From £33,354.00 per year

Benefits:

• Company pension
• On-site parking
• Work from home

Work Location: Hybrid remote in Leeds