IMG (International Medical Group) · 4 hours ago
Case Manager
United States
Full-time
Remote
Mid Level
£25K/yr - £26K/yrIMG (International Medical Group) is a global leader in medical insurance, seeking a Case Manager to coordinate medical care and assistance for insured clients worldwide. The role involves ensuring each case is handled with compassion and professionalism while delivering exceptional customer service.
Insurance
Responsibilities
Assist insured clients with medical coordination, handling losses, or arranging repatriation
Deliver exceptional customer service to clients, relatives, and internal teams
Respond to enquiries with empathy, clarity, and professionalism
Work closely with our Medical Department to ensure appropriate treatment
Obtain medical reports, arrange medical care, and facilitate authorisations
Manage all logistics relating to client movement and welfare
Document all interactions clearly and accurately
Conduct frequent case reviews to ensure compliance and quality
Close cases with accurate final reserves and ensure all key information is captured early
Act as the initial escalation point for Case Administrators
Support, guide, and oversee ongoing case work
Liaise directly with clients regarding updates or concerns
Escalate VIP, press-sensitive, contentious, or high-risk cases to management
Meet SLA targets, KPIs, and internal service standards
Identify system issues or improvement opportunities
Support the wider Operations Department in achieving goals
Take on additional tasks as assigned by leadership
Qualification
Required
Fluent spoken and written English
Customer service experience (any sector)
Clear, professional communication skills
Ability to remain empathetic and composed in challenging situations
Preferred
Proficiency in Microsoft Word & Outlook
Strong organisational and prioritisation skills
Ability to work under pressure in a close‑knit team
Additional languages (a strong advantage)
Benefits
Hybrid working options
Internal promotion pathways
Diverse & inclusive workplace
Birthday day off + Christmas Eve off
22 days annual leave + 9 bank holidays (rising to 30 days with service)
Summer & Christmas parties
Surprise rewards (yes… even Beyoncé tickets!)
Employee of the Month & Year awards
2 paid volunteer days per year
Company
IMG (International Medical Group)
IMG, a SiriusPoint company, is an award-winning global insurance benefits and assistance services company that has served millions of members worldwide since its founding in 1990.
Founded in 1989
501-1000 employees
Funding
Current Stage
Late StageTotal Funding
unknown2017-05-26Acquired
Leadership Team
Will Nihan
Chief Executive Officer
Justin M. Poehler
Chief Commercial Officer
Recent News
Life Insurance International
2025-12-25
Canada NewsWire
2025-11-04
2025-10-31
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