Senior Travel Assistance Case Manager

Job Description
Location:
Healix Group, Ground Floor, Brookside Office Park, 11 Imam Haron Rd

Internal Job Opportunity: Senior Case Manager
Are you ready to take the next step in your career and play a pivotal role in delivering exceptional support to our clients? We're looking for a
Senior Case Manager
to join our Medical Assistance team — someone who thrives in a fast-paced environment, leads by example, and is passionate about providing outstanding service.

About Healix
Healix safeguard's people's health and wellbeing in every corner of the world. We offer international risk management and assistance services around the globe and employee healthcare benefits within the UK.

Our purpose is to help people in difficult situations – whether that's a cancer diagnosis, a need for medical assistance when they're far from home or being caught up in conflict or natural disaster. We talk to them, support them, and make sure they get the help they need.

As a result, we have an impressive list of clients – ranging from governments, broadcasters, NGOs to international corporations, major insurers and more.

What You'll Be Doing
As a Senior Case Manager, you'll be at the heart of our operations — managing complex travel and medical assistance cases, supporting your team, and ensuring our clients receive timely, empathetic, and effective support.

What We're Looking For
We're seeking someone who brings experience, empathy, and energy to the team. You'll need:

• Proven experience in a Medical Assistance or similar role.
• Strong written and verbal communication skills.
• Confidence managing high volumes of calls and cases within SLAs.
• A calm, positive approach under pressure.
• Excellent geographical knowledge.
• A collaborative mindset and the ability to build strong relationships.
• A proactive, empathetic, and professional communication style.

About The Role
Key Responsibilities:

Case Management & Customer Support

• Respond to calls with professionalism and empathy, identifying needs through active listening.
• Create and manage case files accurately, ensuring all relevant details are captured.
• Guide customers through the claims process, offering clear advice and support.
• Liaise with third parties to gather information and progress cases efficiently.
• Maintain regular communication with all stakeholders to ensure smooth case resolution.
• Take ownership of challenging situations, working with Operational Leads to find solutions.

Leadership & Escalation

• Provide guidance on complex cases and support team members with day-to-day queries.
• Act as a point of escalation for urgent or high-risk cases.
• Identify knowledge gaps and offer real-time coaching and support.
• Share feedback and insights with Operational Leads to drive continuous improvement.
• Be a role model for best practice in case handling and communication.

Communication & Stakeholder Engagement

• Keep clients, underwriters, and third parties informed with timely, clear updates.
• Represent Healix with professionalism and integrity in every interaction.

Compliance & Administration

• Ensure all case files are accurate and compliant with internal policies.
• Monitor and manage case costs and reserves effectively.
• Complete daily tasks in line with department standards and flag any SLA risks.
• Stay informed on service updates and share knowledge with the wider team.

Performance & Development

• Strive to exceed quality targets through call and case audits.
• Engage in team meetings and one-to-ones to support your development.
• Take ownership of your compliance and contribute to a high-performing team culture.

Skills Needed
Required Criteria

• Experience working in a Medical Assistance department or similar role
• Excellent written and verbal communication skills
• Able to handle a high level of call and case volumes

Desired Criteria
Closing Date
Friday 19th December, 2025

Contract Type
fulltime

Salary
Based on Experience