[Hiring] Preauthorization Case Manager @International Medical Group

Role Description

As a Preauthorisation Case Manager, you’ll play a vital frontline role supporting our global members by managing requests for medical treatment preauthorisation and benefit reservations. Working closely with our Medical and Claims teams, you’ll handle a variety of queries from members, healthcare providers, and partners via phone, email, digital channels, and our online portal. You’ll assess coverage, confirm benefits, and ensure requests are handled efficiently and in line with policy terms. This is a fast-paced, customer-focused role where your ability to remain calm under pressure and communicate with empathy will be key.

Key Responsibilities

• Manage preauthorisation requests end-to-end, ensuring eligibility aligns with policy terms
• Build strong relationships with members, providers, and internal teams
• Deliver excellent customer service across all communication channels
• Monitor ongoing cases, providing updates on treatment plans and costs
• Respond promptly and empathetically to patient, provider, and partner queries
• Maintain accurate and detailed records within the claims system
• Prioritise workload effectively to meet service standards
• Escalate complex, sensitive, or high-risk cases when needed
• Support smooth workflow across teams through effective case coordination
• Identify process improvements and raise concerns appropriately

Qualifications

• Strong communication skills (written and verbal) with a professional, empathetic approach
• Excellent organisation and attention to detail
• Ability to manage multiple priorities in a fast-paced environment
• A proactive, solution-focused mindset
• Confidence working independently and within a team
• Good IT skills, including Microsoft Office 365

Requirements

• Experience in customer service, insurance, healthcare, or claims (desirable)
• Additional language skills (German or Spanish) (desirable)

Benefits

• Fully remote working
• Structured training and ongoing development
• A collaborative, inclusive, and supportive team environment
• The opportunity to build a career within international healthcare and insurance
• Bupa dental cover
• Health Shield cash plan (optical, everyday healthcare & more)
• Comprehensive travel insurance
• Royal London pension scheme
• Death in service benefit
• Paid volunteer days to support causes that matter to you