Senior Medical Case Manager

Job DescriptionLocation: Healix Group, Ground Floor, Brookside Office Park, 11 Imam Haron RdInternal Job Opportunity: Senior Case ManagerAre you ready to take the next step in your career and play a pivotal role in delivering exceptional support to our clients? We’re looking for a Senior Medical Case Manager to join our Medical Assistance team — someone who thrives in a fast-paced environment, leads by example, and is passionate about providing outstanding service.About HealixHealix 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.What You’ll Be DoingAs a Senior Medical Case Manager, you’ll be at the heart of our operations — managing complex travel and medical assistance cases, supporting your team, and ensuring our clients receive timely, empathetic, and effective support.What We’re Looking ForWe’re seeking someone who brings experience, empathy, and energy to the team. You’ll need:Proven experience in a Medical Assistance or similar role.Strong written and verbal communication skills.Confidence managing high volumes of calls and cases within SLAs.A calm, positive approach under pressure.Excellent geographical knowledge.A collaborative mindset and the ability to build strong relationships.A proactive, empathetic, and professional communication style.About The RoleKey Responsibilities:🧭 Case Management & Customer SupportRespond to calls with professionalism and empathy, identifying needs through active listening.Create and manage case files accurately, ensuring all relevant details are captured.Guide customers through the claims process, offering clear advice and support.Liaise with third parties to gather information and progress cases efficiently.Maintain regular communication with all stakeholders to ensure smooth case resolution.Take ownership of challenging situations, working with Operational Leads to find solutions.🧑‍🤝‍🧑 Leadership & EscalationProvide guidance on complex cases and support team members with day-to-day queries.Act as a point of escalation for urgent or high-risk cases.Identify knowledge gaps and offer real-time coaching and support.Share feedback and insights with Operational Leads to drive continuous improvement.Be a role model for best practice in case handling and communication.📣 Communication & Stakeholder EngagementKeep clients, underwriters, and third parties informed with timely, clear updates.Represent Healix with professionalism and integrity in every interaction.🗂️ Compliance & AdministrationEnsure all case files are accurate and compliant with internal policies.Monitor and manage case costs and reserves effectively.Complete daily tasks in line with department standards and flag any SLA risks.Stay informed on service updates and share knowledge with the wider team.📈 Performance & DevelopmentStrive to exceed quality targets through call and case audits.Engage in team meetings and one-to-ones to support your development.Take ownership of your compliance and contribute to a high-performing team culture.Skills NeededRequired CriteriaExperience working in a Medical Assistance department or similar roleExcellent written and verbal communication skillsAble to handle a high level of call and case volumesDesired CriteriaClosing DateTuesday 11th November, 2025Contract TypefulltimeSalaryBased on Experience