Job Description
Critical Care & Transport Case Manager
Working Model: Remote
Salary: £28,500 – £31,000 + comprehensive benefits
Working Pattern: 4 on, 4 off
Are you ready to take the next step in your career and make a meaningful impact? We’re looking for a Critical Care & Transport Case Manager to join our expert team, supporting members around the world during complex and critical situations.
This is a unique opportunity to work in a fast-paced, internationally focused environment, managing high-value and sensitive cases while developing your expertise within the insurance and healthcare space.
About the Role
In this role, you’ll take ownership of complex medical cases, including evacuations, repatriations, and critical care scenarios. Working closely with our Medical Team, providers, and internal stakeholders, you’ll ensure cases are managed efficiently, professionally, and with empathy.
You’ll also play a key role in supporting and mentoring junior Case Managers, contributing to team development and service excellence.
This is a highly rewarding role where your work directly impacts people during some of their most critical moments.
Key Responsibilities
Manage complex cases including:
- Medical evacuations and repatriations (commercial and air ambulance)
- Intensive care and high-dependency admissions
- Long-term inpatient cases (9+ days)
- High-risk country admissions and private hospital evacuations
- Repatriation of mortal remains
Collaborate with medical professionals to review and manage ongoing cases
Maintain clear, professional communication with all stakeholders
Ensure all service level agreements (SLAs) and key performance indicators (KPIs) are met
Accurately update financial reserves and cost projections
Review and approve transportation invoices, ensuring accuracy and timely payments
Support with customer service and pharmaceutical cases when required
Identify and escalate risks, issues, or service improvements
Provide guidance, coaching, and support to junior team members
What We’re Looking For
- Experience in claims handling, case management, or a high-paced customer service environment
- 2+ years claims/case management experience, OR
- 3+ years customer service experience (contact centre preferred)
- Strong communication skills with a professional, empathetic approach
- Ability to manage complex, sensitive situations under pressure
- Excellent organisational and decision-making skills
- A proactive and team-oriented mindset
Desirable:
- Experience in insurance, healthcare, or assistance environments
- Knowledge of claims processes and policy interpretation
- Additional language skills
Working Pattern
- Training: Monday – Friday, 09:00 – 17:30
- Post-training transition: 5 on / 2 off (including approx. 1 in 3 weekends) with shifts between 08:00 – 20:30
- After probation: 4 on / 4 off, 08:00 – 20:00
What We Offer
- Fully remote working
- Structured training and ongoing support to help you succeed
- Opportunity to gain experience within international private medical insurance
- A collaborative, professional, and supportive working environment
Benefits Package
- Bupa dental cover to support your oral health
- Health Shield cash plan (including optical and everyday healthcare)
- Comprehensive travel insurance for added peace of mind
- Royal London pension scheme to support your future
- Death in service benefit for financial protection
- Paid volunteer days to give back to causes that matter to you
- Birthday day off + Christmas Eve off
- 22 days holiday + 8 bank holidays (increasing to 30 days with tenure, pro-rated depending on shift pattern)
Why Join Us?
You’ll be joining a team of experienced, supportive, and dedicated professionals, with real opportunities to learn, grow, and advance your career.
At IMG, we’re committed to helping you realise your potential — whether you’re looking to advance your career or take on a new challenge, this is the place to do it.
Apply today and take the next step in your career.
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.
