Clinical Case Manager ( Danish Speaker)

We are looking for a Clinical Case Manager, with an empathic, can-do attitude who is passionate about service delivery and eager to make an impact on people’s lives at the most vulnerable moment for them – through the pathway of a critical illness. This role will be constantly enhancing the quality of the Patient’s journey and delivering a 5-star Customer experience at each interaction.

The ideal candidate has experience in customer operations within the sector of health insurance or second medical opinion. The Clinical Case Manager will assess, plan, implement, monitor, and evaluate actions required to provide the best remote support to the patient prior, during and after the treatment. The successful candidate will be accountable for the full Customer Care cycle.

As our Clinical Case Manager ( Danish Speaker), you'll get to:

• Provide support to incoming cases and confirm policy, as well as medical eligibility according to internal process

• Coordinate and provide access to the best specialists and health care providers in a timely and effective manner

• Support the insured member to understand the products, process, and clinical journey

• Interact directly with Customers and Families along the Customer journey for intake interviews and others, keeping track of their progress and ensuring satisfaction

• Provide support to Claimants, Clients and Providers via phone, chat, email, digital platforms or other as per communication standards

• Organize internally with Medical Panel and externally with Medical Providers to establish a clear pathway for treatment recommendation and consequent services

• Review medical reports and treatment plans and control medical costs triggering the appropriate level of authorizations

• Handle assigned cases, draft service plans, review case progress and determine case closure

• Help insured members make informed decisions by acting as their advocate regarding their clinical status and treatment options

• Develop effective working relations and cooperate with internal Teams and colleagues, especially the medical team throughout the entire case management process

• Collaborate and coordinate with international TPA’s wherever and whenever applicable

• Use the clinical background and knowledge to provide guidance and support to Claims Coordinators and other colleagues

• Participate in clinical case discussions as needed and support the medical panel

• Maintain all case records completed and up to date within internal systems (i.e., record case information, complete accurately all necessary forms, produce reports…)

• Adhere to professional standards as outlined by protocols, rules, and regulations

We'd love to meet someone who:

• A University or College Undergraduate degree (Medical or Nursing)

• 3-5 years of professional experience in a similar role, ideally from an international health/insurance-oriented business is a plus

• Preferred with Clinical Oncology experience

• Understanding of the customer operations or Patients’ Care processes

• Excellent verbal and written communication skills in English and Danish, any other language will be considered an asset

• Strong interpersonal skills, empathetic

• High attention to detail, organized and structured mind

• Strong can-do attitude

• Experience in problem resolution

• Ability to multi-task, organize and prioritize work