Senior Assistance Case Manager - Healix Group of Companies : Job Details

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.

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.

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.

Required Criteria

• Excellent verbal and written communication

Skills Needed

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.

Company Benefits

Commitment to career development

We are committed to helping our people build and develop successful careers. Our employees are given direct responsibility and opportunity to develop and grow whilst working on challenging and worthwhile projects in a rewarding and supportive environment.

We invest in the continuous development of our team, offering on-going training and professional enhancement opportunities for those wishing to diversify or take additional responsibilities.

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

Salary

£30,000.00 - £35,000.00 per year