Companies in this catalog do not charge applicants. Never send money to apply.
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.
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
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.
