Job Description

• 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-authorization 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 priorities 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, prioritized 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 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

Required Knowledge, Skills, and Abilities

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.