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Find your future role

Clinical Case Handler

Assistance & Operations

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Christchurch, Dorset, UK


Overview of Role

Reporting to the Head of International Assistance, the Clinical Case Handler is responsible for ensuring that those who are injured or ill while on travel receive the correct medical attention by assessing, planning, co-ordinating, implementing and evaluating each individual case.  This position will suit a  Registered Nurse or Paramedic wishing to make the transition from a hands-on clinical or similar role, into a dynamic corporate environment. This position can be both full time or part time but is office based in Christchurch.


Key Accountabilities

* Front line clinical advice and telephone triage for a global client base

* Communicate with worldwide medical professionals or obtain medical reports for patients treated or hospitalised

* Organise referrals and/or admission of patients to doctors and medical facilities, arranging medical evacuations and repatriations

* Effectively manage all aspects of the medical case lifecycle, including case notification, verification, authorisation, task reassignment/case handover and case closure while delivering superior customer service

* Capture all relevant information accurately, to ensure the case can be managed effectively, to the highest standards, from start to finish

* Review medical records to assess the case management of complex medical conditions

* Utilise clinical knowledge and Anvil’s medical guidelines to provide updates on medical conditions and appropriately adjust the financial reserves

* Ensure compliance in relation to the Financial Conduct Authority (FCA) regulations and Data Protection requirements to ensure confidentiality of affairs

* Communicate and collaborate with none medical members of the team

* Escalate to the senior medical manager any major medical cases, disputes or complaints

* React accordingly to the customers situation and their needs to deliver superior medical service, this may include using empathy, handling crisis or grief, liaising relatives and providers, taking ownership and responsibility of situations and problems

* Review and develop existing medical process and procedures in line with client requirements

* Participate in On-call duties as required

* Provide ad-hoc up-skill training to non-medical personnel (IOR)

* Create and review verbal and written medical reports


Education and Skills

* RGN with NMC registration essential or Paramedic with HCPC registration

* Band 6 or 7 equivalent preferred , with consideration given to band 5 applicants with relevant experience and skills

* Minimum of three years recent clinical experience

* Experience of working in an International medical assistance/customer service/call centre arena advantageous.

* Broad Medical and Surgical Knowledge with strong acute care background, primary care, travel health & well-being or military

* Excellent English written and verbal communication skills

* Geopolitical knowledge essential, with an active interest in current affairs

* Excellent Microsoft office knowledge and an aptitude to learn new systems

* Bilingual would be preferable but not essential


Key Competencies

* High levels of accuracy and attention to detail

* Experience of following set processes and policies within a highly regulated environment

* Excellent interpersonal skills to include clients, insurance companies, health care professionals and colleagues

* Ability to prioritise work load effectively and take ownership of problems and provide resolutions

* Strong team player with the ability to carry out additional responsibilities

* Ability to operate within a fast moving environment and adapt to ever changing operational requirements

* Self-motivated, able to work on own initiative