Travel Insurance Claims Manager Cardiff Permanent Full-time, 35 hours per week (predominantly 9 - 5 Monday to Friday, but some flexibility will be required to cover night shifts as and when needed) £18k - £21k per annum, DOE ST7317
Our client is a leader in their market, providing travel medical insurance, international health insurance and travel insurance globally.
They are now searching for an experienced Case Manager to join their busy Cardiff-based team. The core responsibility of a Case Manager is to coordinate medical care that is: appropriate according to program underwriting guidelines; timely in reference to standard service turnaround times; as well as empathetic with a focus on the customer's satisfaction.
Case Managers are initial point of escalation for more junior members of the team and can demonstrate self-sufficiency following processes without the need for direct close supervision requiring minimal direction from management.
DUTIES AND RESPONSIBILITIES:
•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-authorisation case is properly documented on these •To be familiar with our client’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 prioritise 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, prioritised and completed ensuring that assigned authority levels are adhered to and referred for sign off when exceeded •To liaise 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 carry out any other tasks as agreed with a Team Leader, Supervisor or the Operations Manager
CANDIDATE REQUIREMENTS:
•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
PREFERRED SKILLS:
•Familiarity with general office procedures in addition to being computer literate with good keyboard skills. A sound working knowledge of Microsoft Word and Outlook is a requirement. •The ability to work under pressure as part of a close-knit team •Good organisational skills, the ability to prioritise workload and use own initiative.
