Senior Case Manager - Assistance

We are recruiting for a Senior Case Manager - Assistance to join our International Medical Assistance team based in Esher, UK. Reporting to the Operations Lead, the Senior Case Manager will deliver proactive, professional, and timely responses to travel and medical assistance requests, ensuring cost-effective and customer focused solutions. The Senior Case Manager will be required to provide first-line support to the Medical Assistance Team, acting as the point of escalation for complex cases, and communicating potential issues to management.

Our ideal candidate will:
Have prior experience: experience working in a Medical Assistance department or similar role. Strong geographical knowledge. Excellent written and verbal communication skills; the ability to communicate professionally, employing excellent listening skills; the ability to build relationships with clients quickly over the telephone and respond respectfully and empathetically to the client’s needs. Proficiency in Microsoft Office; experience with case management systems.

The ability to handle a high level of call and case volumes, maintaining case work within agreed SLA’s; the ability to work calmly under pressure. Successful application of these skills and the ability to deliver sustainably against agreed objectives and other performance metrics. This includes telephone/email service levels and agenda management. Be responsive and empathetic to the needs of others.

About

The Role Key activities/main duties:
Deliver exceptional customer service by managing assistance and claims cases from initial contact through to resolution, ensuring a professional, empathetic, and customer-focused approach. Accurately assess eligibility, gather relevant information, and maintain detailed case records to support effective case management and timely claim progression. Liaise with customers, clients, underwriters, claims handlers, healthcare providers, and other third parties, providing regular updates and ensuring all stakeholders remain informed.

Take ownership of complex or sensitive cases, proactively resolving issues and escalating high-risk matters when appropriate. Support and guide colleagues on case management best practices, sharing knowledge and assisting with escalated customer and member queries. Ensure compliance with company policies, service standards, and regulatory requirements, including accurate recording of costs, reserves, and case information. Monitor service levels, identify potential risks, and contribute to continuous improvement initiatives to enhance customer outcomes and operational performance.

Act as a professional ambassador for Healix, maintaining high standards of communication, quality, and customer care at all times. Participate actively in training, quality reviews, team meetings, and personal development activities, striving to exceed performance and quality targets. 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…