Case Administrator

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.

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)

* 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)

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

* #### Job description

* 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.