Case Admin Coordinator - Government Healthcare

As a Case Admin Coordinator, you will provide a proactive and timely remote medical assistance service to UK Government employees and their dependants based overseas. Working within a fast-paced operational environment, you will support patients through a range of administrative and case management activities, including arranging NHS appointments, managing dental requests, coordinating prescription services and processing invoices. You will anticipate and resolve issues wherever possible, delivering solutions that meet the needs of patients, clients and Healix, while recognising when cases require escalation to senior colleagues.

We're looking for a proactive and customer-focused individual who enjoys helping others and thrives in a busy environment.

You'll bring:

• Previous experience in a telephone-based or face-to-face customer service role.
• Strong communication and listening skills, with an excellent command of spoken and written English.
• A compassionate and responsive approach, with the ability to identify effective solutions.
• Strong attention to detail and the ability to follow processes accurately.
• Confidence using IT systems, including Microsoft Office applications.
• An aptitude for working with figures and processing invoices.
• The ability to manage competing priorities, adapt to changing workloads and remain calm under pressure.
• A positive, can-do attitude and the ability to work effectively both independently and as part of a team.
• The confidence to manage cases proactively, build strong working relationships and know when to seek support.
• Foreign language skills would be an advantage.

About The Role

Role responsibilities and deliverables:

• Coordinate prescription processing to ensure timely supply of medications to overseas-based patients, including liaison with the Pharmacy.
• Manage dental claims from patients, from initial correspondence and general enquiries through to invoice payment, liaising with the Healix Dental Advisor and NHS Dental Panel as required.
• Respond to email enquiries promptly, ensuring all correspondence is handled in a timely and professional manner.
• Utilise the ERS referral service effectively, liaising with the NHS to facilitate patient referrals.
• Demonstrate professionalism, politeness, and courtesy in all interactions.
• Apply strong case management skills, showing an understanding of medical matters and using knowledge of appropriate policies to manage cases effectively
• Handle all calls with empathy and a customer-focused approach, identifying patient needs through effective questioning and listening, and accurately documenting calls.
• Ensure written communication is clear, concise, and relevant, with actions and notes in the Case Management System that are easy to follow and reflect a clear plan.
• Refer patients to a Nurse or Doctor when appropriate, providing a concise and informative case summary to the medical team.
• Prioritise workload effectively, ensuring urgent cases are addressed in a timely manner.
• Escalate urgent matters to senior colleagues when necessary.
• Share experience, knowledge, and expertise with colleagues across the department and company to support service excellence.
• Participate in performance reviews, identifying personal development needs and taking action to build new skills and knowledge.
• Undertake other ad hoc duties as required to support the team and business operations.

Required Criteria

• High level of attention to detail
• Strong communicator
• Ability to be responsive and empathetic to the needs of others and offer effective solutions.

Desired Criteria

• Previous experience working in a telephone based or face to face customer service role
• Modern European Languages

Skills Needed

About The Company

We offer UK employee healthcare benefits, and travel, medical and security assistance in every corner of the globe. Our purpose is to help people in difficult situations – whether that’s a cancer diagnosis, a need for medical assistance when they’re far from home, or being caught up in conflict or natural disaster. We talk to them, support them, and make sure they get the help they need. If necessary, we’ll pull them out and bring them home.

We’re co-ordinators and problem-solvers: experts at navigating the global health and security landscape. Our teams of doctors, nurses, travel and medical co-ordinators and security experts make sure that your people will be looked after, whatever happens supported by technology designed help individuals, not slot them into a predetermined solution.

We work with governments, broadcasters, NGOs, international corporations, major insurers and more. No two clients are the same: we adapt our services to their needs.

More importantly, we adapt to the practical and human needs of the individuals we protect. Most of us are on the front line; we keep our back office lean. We don’t use scripts, and we don’t time calls. We never lose sight of the fact that we’re dealing with real people.

Company Culture

Instead, we focus on ensuring our highly trained specialists have the space and time they need to be effective. We let them use their initiative to get the job done, because the situations they face often throw up unexpected challenges – and no protocol survives contact with the real world.

Our clients have thousands of employees and customers, at home and abroad, so they need a business big enough to handle any situation. But they chose Healix because they also need an organisation that’s personal enough to care.

Our people are driven to do things in the best way, not the way they have always been done. We work hard, and our efforts are rewarded with great development opportunities and a supportive team spirit. 

We want to nurture this friendly and dynamic company culture so that we can continue to attract diverse talent with a breadth of knowledge and world-class skills. As a part of Healix, you can expect a range of excellent benefits and an environment where people really do care.

Company Benefits

Commitment to career development

We are committed to helping our people build and develop successful careers. Our employees are given direct responsibility and opportunity to develop and grow whilst working on challenging and worthwhile projects in a rewarding and supportive environment.

We invest in the continuous development of our team, offering on-going training and professional enhancement opportunities for those wishing to diversify or take additional responsibilities.

Health insurance, Vacation, Paid time off, Retirement plan and/or pension, Office perks, Employee development programs, Employee discounts, Gym membership or wellness programs, Opportunity to travel, Casual dress, Cycle to work, Free work laptop, Referral bonus, Open office, Competitive salary, Life insurance, Employee Assistance Scheme, Wellbeing Scheme, Social Opportunities, Progression opportunities

Salary

£28,000.00 - £32,000.00 per year