​​Case Manager​

Here at IMG we are pleased to announce that we are looking for a Case Manager working on Hybrid Basis out of our Cardiff Office on a Permanent contract working on a Full Time Basis with a competitive salary of £21,500 - £28,000 (Depending on Experience). The core responsibility of a Case Manager is to coordinate medical care that is: appropriate according to program underwriting guidelines; timely in reference to standard service turnaround times; as well as empathetic with a focus on the customer's satisfaction. 

Case Managers are initial point of escalation for more junior members of the team and can demonstrate self-sufficiency following processes without the need for direct close supervision requiring minimal direction from management. 

As one of the world's top International Medical Insurance companies, IMG helps individuals and companies of all sizes. Every second of every day, vacationers, those working or living abroad for short or extended periods, people traveling frequently between countries, and those who maintain multiple countries of residence use our products to give themselves global peace of mind®.

This is a great opportunity for anyone who is looking to kick-start a career in the insurance industry or if you just want to expand on current experience. You'll be joining a network of some of the most experienced, innovative and dedicated people in the country - the opportunities to learn new skills and develop in your career and grow. Our mission is to help you realise your potential. Whether you want to kick start or restart your career, IMG is the right place to do just that.

What does a day in the life of a Case Manager look like:

• 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.
• To act as the initial referral point for Case Administrators (if required). 
• To ensure that all tasks are reviewed on a regular basis and are properly assigned, prioritised and completed ensuring that assigned authority levels are adhered to and referred for sign off when exceeded.
• To liase with Clients directly regarding any queries they may have. 
• To meet contract client SLA's.
• To meet agreed objectives and meet KPI's.
• To bring to the attention of a Team Leader, Supervisor or the Operations Manager any failures or development opportunities regarding the case management systems and telephone system. 
• To bring to the attention of a Team Leader, Supervisor or the Operations Manager any case that is likely to be contentious or that will potentially result in a serious complaint.
• To bring to the attention of a Team Leader, Supervisor or the Operations Manager any case that involves the press or a VIP.
• To highlight any areas of concern to a Team Leader, Supervisor or the Operations Manager.
• To carry out any other tasks as agreed with a Team Leader, Supervisor or the Operations Manager.
• To promote a company ethos of service excellence and to contribute to the development and achievement of the Operations Department strategy.
• To work as an integral part of the Operations Team in order to achieve the departmental targets and goals.
• To provide help and assistance to insured clients who become sick, sustain injury or who need to return to their home Country.
• To provide the highest level of customer service to both internal and external clients.

What We`re Looking for:

• 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.
• Previous insurance/assistance experience or similar (Preferred)
• 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
• Previous customer service experience in a similar role would be beneficial, but a positive, professional attitude and a desire to develop your skills are more important.
• Fluent in English and an additional language (not essential)

What do we offer:

• Hybrid Working
• Competitive Salary of £21,500 - £28,000 (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
• Travel Insurance
• 22 Days leave and 9 Bank Holidays, annual leave Increases to 30 Days
• 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

IMG is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, ethnicity, national origin, religion, gender, gender identity or expression, sexual orientation, genetic information, disability, age, veteran status, and other protected statuses as required by applicable law.

Proud member of the Disability Confident employer scheme