Senior Assistance Case Manager

4 weeks ago


Esher, Surrey, United Kingdom Healix Group of Companies Full time

Job Summary

The Senior Case Manager is a key role within the Healix Group of Companies, responsible for delivering proactive, professional, and timely responses to travel and medical assistance requests. This position requires excellent communication skills, geographical knowledge, and the ability to handle high call and case volumes while maintaining case work within agreed SLAs.

Key Responsibilities

  • 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.
  • 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.
  • Educate clients, claims handlers, underwriters, and any third party with timely and detailed updates.

Requirements

  • 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 SLAs.
  • Good geographical knowledge.

Company Culture

Healix Group of Companies focuses 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.

Benefits

  • Commitment to career development.
  • Health insurance, Vacation, Paid time off, Retirement plan and/or pension, Office perks, Employee development programs, Employee discounts, Gym membership or wellness programs, Opportunity to travel, Casual dress, Cycle to work, Open office, Competitive salary, Life insurance, Employee Assistance Scheme, Wellbeing Scheme, Social Opportunities, Hybrid Working


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