Case Manager Medical & Health

Help people when they need it most.

At Allianz Partners, we provide medical and travel assistance to customers facing unexpected health events, both locally and around the world. As a Case Manager Medical & Health, you'll be at the centre of our operations, coordinating assistance, supporting customers during challenging situations, and helping deliver exceptional outcomes through efficient case management and compassionate service.

This is an opportunity to join a dynamic, high-performing team where no two days are the same.

What you'll be doing

As a Case Manager, you'll be responsible for managing inbound and outbound communications and coordinating medical assistance cases from first contact through to resolution.

You'll:

• Deliver exceptional customer service across phone and email channels
• Gather critical information and accurately document cases in real time
• Coordinate support for customers experiencing medical events while travelling or requiring assistance
• Ensure medical cases are referred appropriately to Registered Nurses and clinical staff
• Liaise with healthcare providers, hospitals, travel partners, and internal stakeholders
• Monitor case progress and proactively follow up to ensure positive outcomes
• Escalate urgent, complex, or high-risk cases in line with procedures
• Maintain accurate records and comply with operational, regulatory, and client requirements
• Contribute to a collaborative team environment focused on delivering outstanding customer experiences

What we're looking for

We're seeking individuals who combine empathy and customer focus with strong organisational and problem-solving skills.

You'll bring:

• Experience in customer service, case management, healthcare administration, insurance, assistance, claims, or contact centre environments
• Strong verbal and written communication skills
• The ability to remain calm, professional, and solutions-focused under pressure
• Excellent attention to detail and data accuracy
• Strong multitasking and prioritisation skills
• Confidence navigating multiple systems and technologies simultaneously
• A proactive mindset and willingness to embrace new ways of working
• The ability to make sound decisions within established guidelines
• A genuine passion for helping people

What will set you apart

You'll thrive in this role if you are:

• Naturally empathetic and resilient
• Curious and adaptable when learning new processes and technologies
• Comfortable working in a fast-paced, digitally enabled environment
• Skilled at using information, systems, and tools to make informed decisions
• Focused on continuously improving the customer experience
• A collaborative team player who contributes positively to team success

Why Allianz Partners?

At Allianz Partners, our values of Caring, Connected, Professional and Proactive guide everything we do.

We offer:

• Meaningful work that makes a difference in people's lives
• Comprehensive training and ongoing development
• Supportive leaders and collaborative teams
• Opportunities to grow your career within a global organisation
• Exposure to evolving technologies and innovative ways of working
• A diverse and inclusive workplace where your contribution is valued

Working Arrangements

This role operates within a 24/7 assistance environment and requires flexibility to work rotating shift rosters.