Assistance Case Manager

• Assist insured clients with medical coordination, handling losses, or arranging repatriation.
• Deliver exceptional customer service to clients, relatives, and internal teams.
• Respond to enquiries with empathy, clarity, and professionalism.

• Work closely with our Medical Department to ensure appropriate treatment.
• Obtain medical reports, arrange medical care, and facilitate authorisations.
• Manage all logistics relating to client movement and welfare.

• Document all interactions clearly and accurately.
• Conduct frequent case reviews to ensure compliance and quality.
• Close cases with accurate final reserves and ensure all key information is captured early.

• Act as the initial escalation point for Case Administrators.
• Support, guide, and oversee ongoing case work.
• Liaise directly with clients regarding updates or concerns.
• Escalate VIP, press-sensitive, contentious, or high‑risk cases to management.

• Meet SLA targets, KPIs, and internal service standards.
• Identify system issues or improvement opportunities.
• Support the wider Operations Department in achieving goals.
• Take on additional tasks as assigned by leadership.

• Fluent spoken and written English
• Customer service experience (any sector)
• Clear, professional communication skills
• Ability to remain empathetic and composed in challenging situations

• Proficiency in Microsoft Word & Outlook
• Strong organisational and prioritisation skills
• Ability to work under pressure in a close‑knit team
• Additional languages (a strong advantage)

• A meaningful role helping people during vulnerable moments
• Supportive, collaborative Operations Team
• Career development opportunities in global medical assistance
• A culture built on care, professionalism, and service excellence

This is a 24/7 operation, with shifts between 08:00–20:30.

• 7.5‑hour shifts (37.5 hours per week)
• 1‑hour unpaid lunch
• Weekend rotation: typically 1 in every 3 weekends

If you’re compassionate, detail‑oriented, and motivated by helping others, this is your chance to join a global organisation where your work truly matters.

IMG is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, ethnicity, national origin, religion, gender, gender identity or expression, sexual orientation, genetic information, disability, age, veteran status, and other protected statuses as required by applicable law.