Case Manager

@ TuGo

About the Role

The Case Manager at TuGo provides 24-hour emergency assistance services to travellers facing medical emergencies. You will work independently while ensuring smooth processes through regular feedback.

Key Responsibilities

• Provide 24-hour emergency medical and non-medical support.
• Conduct daily monitoring of hospitalized patients and liaise with facilities, physicians, and families.
• Manage hospitalization claims, verify coverage, and set reserves.
• Inform travellers of policy terms, benefits, and denials.
• Coordinate traveller repatriations and handle escalated calls with creative solutions.
• Send required documentation such as Confirmation of Coverage or Guarantee of Payment.
• Research and document network discount rates and verify billing accuracy.
• Update hospitalization statistics and maintain monthly reserves.
• Provide additional non-medical assistance and support internal teams as required.
• Achieve performance targets and continuously seek ways to improve the customer experience.
• Promote and embody TuGo's culture, values, and brand promise.
• Continuously build professional and technical expertise.

Requirements

• Degree or diploma in business or medical field.
• 7+ years of customer service experience, ideally in emergency assistance contact centres.
• Prior case management experience with a keen ability to assist clients in stressful situations.
• Ability to make sound decisions under pressure.
• French language ability is preferred.
• Knowledge of insurance policy wordings and familiarity with medical terminology.
• Flexible work hours including nights, weekends, and holidays.
• Excellent written and spoken English skills and proficient in MS Office.
• Strong analytical, problem-solving, and decision-making skills.
• Team player with a strong focus on customer experience and continuous learning.

Key skills/competency

• Emergency Assistance
• Case Management
• Customer Service
• Medical Monitoring
• Claims Management
• Communication
• Problem-Solving
• MS Office
• Policy Interpretation
• Team Collaboration