Customer Service Case Manager/Technical Case Manager

4 months ago

Hampshire, United Kingdom Charles Taylor Full time

Job Title: Customer Service Case Manager/Technical Case Manager – PHI (Private Health Insurance)

Reports to: Team Leader

Department: Assistance

Location: Lakeside/Portsmouth

** To apply to this Customer Service - Billing and Network Administrator vacancy, you must live and be eligible to work in the United Kingdom. **

Join our dynamic team and become the backbone of our company's exceptional customer service.

The Role

In your role as a dedicated PHI Customer Service Case Manager, you are responsible for guiding policyholders through a comprehensive and seamless journey, from the initial call through to the successful resolution of their case. Positioned at the heart of this process, you play a crucial role in ensuring that customers navigate the often intricate and complex landscape of medical assistance with a sense of clarity, confidence, and operational efficiency.

Key Responsibilities

As a Case Manager, you will manage a portfolio of medical emergency assistance claims.

Responsible for:

Primary responsibility and conduct of both technical and customer service claims within your area of control. Ensuring the technical integrity of claims allocated to you. Delivery of customer centric performance across your caseload and any direct contact with Assistance customers. Contribute to the performance of the team. Provide technical support at case level as required, to encourage the development of all medical assistance staff. Participation in standard monthly technical and quality audits as required. Administrative duties within the Assistance units.

Required Skills

The individual should have a good standard of education and be able to demonstrate good verbal and written communication skills.

Core competencies are considered to be:

Personal: flexible approach People skills: proactive, can-do attitude, focus of customer quality Organisational: Self manage personal workflow, ability to prioritise, self-motivated Communication: proficient in verbal and written media and deliver clear and well understood message Technical Knowledge: A thorough understanding in the operation and delivery of emergency assistance Medical Assistance to the travel product This role requires excellent interpersonal and organisational skills. It also requires good report writing skills.

Equal opportunity employer 

Charles Taylor is proud to be an inclusive employer. We provide an environment of mutual respect with zero tolerance to discrimination of any kind regardless of age, disability, gender identity, marital/ family status, race, religion, sex, or sexual orientation. We promote a transparent and fair recruitment and selection process, and all contribute to the successful, inclusive, and diverse culture and environment which we are proud to be a part of. 

Our values define who we are, what we stand for and how we behave. They guide how we work with our colleagues and our clients, today and in the future. By living our values every day when we come to work, we deliver better results for the world of insurance.

• INTEGRITY: We do the right thing

• COLLABORATION: We are one

• AGILITY: We learn, evolve, and adapt

• CARE: We are compassionate and human

• ACCOUNTABILITY: We take ownership

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