Case Manager – Emergency Assistance Job at nib health funds – in Cork, County Cork
Our customers buy a policy with the understanding that we will support them when they are travelling.
The Emergency Assistance team deliver that “promise”.
The Case Manager – Emergency Assistance acts as a first point of contact for our customers who need assistance whilst they are travelling. You will be responsible for determining customer needs and coordinating the appropriate support. In your capacity as a Case Manager, you will instill customer confidence and ensure a positive customer experience.
Please note that working hours for this role comprises of 12.5 hour day shifts.
Be the first point of contact for our travelling customers at times of distress and maintain effective customer relations.
Organise logistical arrangements efficiently and in a way that meets the needs of our customers and manage case follow-up to ensure customer satisfaction.
Develop and implement new processes and policies to improve levels of service.
Liaise with global providers to obtain medical reports and negotiate medical expenses and cost containment.
Effectively manage an allocated case load and ensure operational efficiency.
Communicate with other team members to ensure a smooth coordination of cases across shifts and team members.
Promote a customer centric culture within the team and set high standards of service.
Make detailed case notes in the system.
Liaise closely and confidently with our triage partner.
Oversee cases that require support from our triage partner.
Here’s a checklist to help you work out if the role is right for you…
You most definitely have:
Experience in a similar customer facing role.
Strong verbal and written communication skills, to convince people your ideas are awesome.
Strong problem-solving skills.
Excellent attention to detail and ability to work well under pressure.
Love of results – with the ability to work effectively to achieve targets and results whilst also setting challenging goals for yourself, prioritizing tasks, overcoming obstacles, and accepting accountability.
Have the ability to execute on a plan with constrained resources.
Have exceptional organisational and planning skills with the ability to manage multiple projects to deadlines and keep stakeholders informed.
Can be flexible – some earlier/later hours will be required to accommodate team calls with colleagues in Sydney, Australia.
If this sounds like a role for you, please get in touch and tell us why you want to be a part of our team.
nib Travel is one of the fastest growing and most innovative travel insurance companies in the world. Established in 2002 and with our head office in Sydney, Australia, our travel insurance covers people from over 150 countries, with medical and evacuation cover, 24-hour emergency assistance and cover for a large range of adventure activities. We believe travel is exciting and inspiring, but more than that, it can open minds and change lives. We are a travel insurance company, but we don’t wear blue suits or ties. We are passionate about helping our customers get the most out of their travel experiences and enabling people to travel and explore the world with confidence. Our experienced team bring service, underwriting expertise and technology, making us the number one choice for many of the world’s leading travel brands such as Lonely Planet and National Geographic Adventure.
Consent to the transfer of Personal Data to countries outside the EU and EEA
As nib Travel Services Europe Limited (a member of nib Travel) is a member of a large international group operating across a wide range of jurisdictions within the EU and outside it, we may, for operating efficiencies and certain decision-making purposes, need to transfer personal data of potential candidates for roles within the company (or group as appropriate) to countries outside the EU/EEA.
Under the EU General Data Protection Regulation (GDPR) we are obliged to obtain your consent for such transfers and to provide information to you for you to decide on whether you wish to provide consent.
Personal Data covered
The personal data involved is typically that which is contained within a Curriculum Vitae (CV), Resume, reference, cover letter etc., circulated via email to HR functions in group entities in Australia and/or the United States of America (US).
Data Protection risk
Company: nib health funds –
Company Location: Cork, County Cork