The Team Lead will oversee service delivery and manage a team of Case Managers to ensure high standards of professionalism and empathy. They are responsible for handling escalations, monitoring team productivity, and driving continuous operational improvement.
Lead, coach, and support Case Managers while overseeing service delivery, productivity, workflows, and compliance with policies and regulatory standards. Handle escalations and authorisations, maintain service levels and accurate records, and drive operational improvements in collaboration with the wider management team.
Handle inbound calls from members, medical providers, and partners; gather information, create and maintain case records, and route cases to the appropriate teams. Support Case Managers with documentation, provider requests, and arrangements, while identifying urgent situations and following escalation procedures.
Manage complex medical cases including evacuations, repatriations, and intensive care admissions while collaborating with medical professionals. Ensure service level agreements are met, manage financial reserves, and provide coaching to junior team members.
