Assistance call handler - evacuation

Here at IMG we are pleased to announce that we are looking for a  working Remotely or Hybrid working 37.5 hours a week including some on-call hours with a competitive salary of £27,000 - £30,000 (Depending on Experience). The CCAT Specialist will report to the Critical Care and Transport Manager and support the Case Managers with arranging evacuations and repatriations.

As one of the world's top International Medical Insurance companies, IMG helps individuals and companies of all sizes. Every second of every day, vacationers, those working or living abroad for short or extended periods, people traveling frequently between countries, and those who maintain multiple countries of residence use our products to give themselves global peace of mind®. 

The CCAT Specialist will report to the Critical Care and Transport Manager and support the Case Managers with arranging evacuations and repatriations. They will also be responsible for managing all aspects of cases that meet the Critical Care and Transport criteria and attending meetings with our medical team to provide updates and advice on active cases as well as providing training and coaching to junior case managers. 

This is a great opportunity for anyone who is looking to enhance their career in the insurance industry. You’ll be joining a network of some of the most experienced, innovative and dedicated people in the country - the opportunities to learn new skills and develop in your career and grow. Our mission is to help you realise your potential. Whether you want to kick start or restart your career, IMG is the right place to do just that.

What does a day in the life of a CCAT Specialist look like:
 

• Managing cases that meet the Critical Care and Transport Criteria: 

  • Medically Escorted Commercial Repatriations and Evacuations. 
  • Air Ambulance Repatriations and Evacuations. 
  • Inpatient cases where the length of admission exceeds 9 days. 
  • Cases where patients are admitted to Intensive or High Dependency Care Units. 
  • Cases where patients are admitted to hospital in a high-risk country. 
  • Cases where patient’s require evacuation from a private hospital. 
  • Cases where repatriation of mortal remains are required. 
• To ensure all internal and external communications to be dealt with in a professional, disciplined and courteous manner always. 
• Ensure all internal and external Service Level Agreement are maintained.  
• Ensure all Key Performance Indicator’s are maintained.  
• Updating reserves and cost notes with accurate costings of repatriations to ensure accurate reserves are provided to our clients.  
• Manage Customer Service cases and pharmaceutical cases as required. 
• Assessing and approving all transportation invoices to ensure providers are paid promptly and invoices received meet the requirements for approval. Liaising with stakeholders when the requirements are not met and escalating late payments to the Critical Care and Transport Manager. 

 
 What We`re Looking for: 

• Minimum of 2 years of experience in a similar role 
• Strong work ethic and the initiative and ability to work independently or in a team environment 
• Attention to detail and good listening skills. Can follow complex instructions 
• Good interpersonal and customer service skills (both written and spoken) 
• Enthusiastic, self-motivated with a ‘can do’ attitude 
• Ability to inspire, on both an individual and team level, to ensure the continued enhancement of the team and its success. 
• PC skills with a good knowledge of Microsoft packages, with working knowledge of MS Excel, Word, and PowerPoint. 
• A high degree of accuracy and attention to detail with excellent numerical skills. 
• The ability to work well both independently and as part of a team. 
• The ability to follow processes and efficiently collect data in a friendly and professional manner. 
• Excellent written and verbal communication skills, as all correspondence is remote, and many our insured are not English mother-tongue. 
• The ability to use those communications skills to train individuals, or teams internally. 
• A calm, diplomatic, open, and professional approach, with the ability to handle enquiries from all parties, VIPs, insured personnel, and underwriters alike. 

 What do we offer: 

• Working from Home (Remote or Hybrid) 
• Competitive Salary of £27,000 - £30,000 (Depending on Experience)
• We promote internally as much as possible 
• Diverse workforce 
• Summer and Christmas Parties 
• Birthday Day Off 
• Bupa Dental Insurance 
• Healthshield Cash Plan
• 22 Days leave and 9 Bank Holidays, annual leave Increases to 30 Days (Pro rata)
• Surprise events for overachieving employees - such as tickets to Beyonce etc 
• Employee of the month/year awards 
• 2 volunteer days a year 

IMG is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, ethnicity, national origin, religion, gender, gender identity or expression, sexual orientation, genetic information, disability, age, veteran status, and other protected statuses as required by applicable law.