Case Administrator

Job Description

Case Administrator

Salary: £24,800 – £26,000 per annum

Location: UK-based | Hybrid or Fully Remote

Hours: 37.5 hours per week (rotational shifts incl. weekends & bank holidays)

About the Role

We’re looking for a Case Administrator to join our growing Operations team and become the first point of contact for members, medical providers, and partners seeking medical or travel-related assistance.

This is an ideal entry-level opportunity for someone with contact centre experience who is looking to build a career within an international assistance or medical services environment. You’ll receive hands-on exposure to real-life cases and gain the skills needed to progress into Case Coordination and other operational roles.

You’ll play a vital role in ensuring callers receive prompt, accurate, and compassionate support—often during stressful or urgent situations.

What You’ll Be Doing

Inbound Assistance & Call Handling (Primary Focus)

• Answer inbound calls from members, providers, hospitals, and partners
• Follow scripted intake questions and client-specific prompts
• Identify the reason for each call and route it to the appropriate team (Medical, Assistance, Transport, Pre-certification)

Case Intake & Administration

• Collect essential information including member details, location, symptoms, admission or travel details
• Create and maintain accurate case records within the case management system
• Complete basic medical intake where required (diagnosis, admission details, facility information)

Eligibility & Documentation Support

• Assist with eligibility verification using internal systems and resources
• Manage the ²⁴⁄₇ inbox: upload emails and documents, apply correct case tags
• Contact General Practitioners to obtain past medical history when needed
• Accurately record all call notes and actions taken

Case Support & Team Collaboration

• Support Case Managers by:
  • Chasing hospitals, GPs, and insured members for documentation
  • Placing guarantee of payment requests with providers
  • Assisting with accommodation or road transfer arrangements
• Set tasks and route cases to nurses or coordinators as required

Escalation & Awareness

• Recognise urgent or high-risk situations and follow escalation protocols
• Transfer calls to clinical teams where appropriate (e.g. overseas admissions)

What We’re Looking For

Essential

• Fluent spoken and written English
• Minimum of 1 years’ experience in a busy contact centre or customer service environment
• Confident communicator with a calm, professional approach to a diverse, global caller base
• Strong attention to detail with a focus on capturing accurate case data
• Confident using multiple systems simultaneously while handling live calls

Desirable

• Good general office skills and keyboard proficiency
• Working knowledge of Microsoft Word and Outlook
• Ability to work well under pressure within a close-knit team
• Strong organisational skills and ability to prioritise workload
• Awareness of when situations need rapid escalation
• Additional language skills are highly desirable

Why Join Us?

• Hybrid or fully remote working (UK-based)
• Structured entry-level role with clear progression opportunities
• Exposure to international medical and travel assistance operations
• Supportive, team-focused culture with a strong service ethos
• Meaningful work helping people when they need it most

Working Pattern

• 37.5 hours per week, worked on a rotational shift basis
• Includes weekends (average 1 in 3) and UK bank holidays

If you’re passionate about customer service, thrive in fast-paced environments, and want to build a career where your work genuinely makes a difference, we’d love to hear from you.

Apply now and start your journey in assistance operations.

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.