Medical Case Manager Team Member
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Key skills for this role
About the Role
Allianz Partners seeks a customer-focused Case Manager to provide real-time medical assistance and coordinate care solutions. You will manage inbound/outbound communications, use case management systems, and collaborate with medical professionals to deliver empathetic support.
Key Skills for This Role
Responsibilities
- Deliver exceptional, empathetic customer support across phone and digital channels
- Manage cases end to end, ensuring timely and high quality outcomes
- Capture and update case information accurately within case management systems (MIDAS)
- Collaborate with Registered Nurses for medical assessment and escalation pathways
- Escalate complex or high risk scenarios (e.g. evacuations, VIP cases, clinical concerns)
- Coordinate with global networks including medical providers, emergency services, and travel partners
Requirements
- Background in customer service, contact centre, healthcare, or assistance environments
- Strong communication skills
- High attention to detail with confidence navigating multiple systems
- Ability to multitask and prioritise in a fast paced, high volume setting
Full Job Posting
About The Role
- As a Case Manager, you will be the first point of contact for customers requiring medical assistance. You will manage inbound and outbound communications, coordinate care solutions, and ensure every case is handled with precision, empathy, and efficiency.
Key Responsibilities
- Deliver exceptional, empathetic customer support across phone and digital channels
- Manage cases end to end, ensuring timely and high quality outcomes
- Provide clear advice aligned with policy frameworks and service protocols
- Capture and update case information accurately within case management systems (MIDAS)
- Gather critical information efficiently during first contact to support informed decision making
- Collaborate with Registered Nurses for medical assessment and escalation pathways
- Apply structured thinking to assess customer needs and determine appropriate actions
- Escalate complex or high risk scenarios (e.g. evacuations, VIP cases, clinical concerns)
- Navigate dynamic situations with sound judgement and adaptability
- Coordinate with global networks including medical providers, emergency services, and travel partners
- Build strong internal relationships across medical, claims, travel, and support teams
- Contribute feedback to enhance processes, systems, and customer outcomes
About You
- Background in customer service, contact centre, healthcare, or assistance environments
- Strong communication skills with the ability to listen, interpret, and respond effectively
- High attention to detail with confidence navigating multiple systems
- Ability to multitask and prioritise in a fast paced, high volume setting
- Empathetic, resilient, and calm under pressure
- A proactive problem solver with a solutions focused approach
- Comfortable working with technology enabled processes and evolving tools
- Strong team player who supports colleagues and contributes to a positive work environment
Why Join Us?
- Be part of a globally connected organisation delivering meaningful outcomes
- Work in an environment that blends people, process, and technology
- Access to ongoing learning and development opportunities
- A supportive team culture built on care, collaboration, and professionalism
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