Case Administrator - #2170991

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.

What You’ll Be Doing

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)
  
  

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)
  
  

Essential

What We’re Looking For

• 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

• 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.

Apply now and start your journey in assistance operations.