Medical Case Manager
American International Group - Shoreham by Sea

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We currently have a opening for an experienced
Accident and Emergency/ Nursing professional and fluent in English and French to join our Shoreham-by-Sea office as a Medical Case Manager. This is a fantastic opportunity to use your medical knowledge and experience within a travel insurance environment.

The main responsibilities are to monitoring medical cases, including medical evacuations, physician visits and ongoing hospitalized cases for the Assistance Department.

The succesful candidate will:
• Demonstrate clear ability to work with others and promotes a collaborative environment that facilitates growth of other team members and colleagues.
• Interact with all personnel in a professional and appropriate manner in order to achieve the objectives of the department and company.
• Work in conjunction with Medical Assistance Department personnel to effectively work toward and direct medical case management assuring that the client receives quality assistance services.
• Work with Assistance Coordinators to assure quality assistance services to the client by directing case management in relation to medical needs.
• Confer with Travel Guard Doctor on-duty on medical cases to determine optimal direction of case management.
• Effectively manage computer technology to adequately document case management and accomplish other aspects required for daily operation in the Medical Department.
• Participate and support departmental performance improvement initiatives, including Quality Assurance .
• Participate in the education and training, both formal and informal, to include call centre staff, claims, and all areas as appropriate.
• Communicate Medical Department Service enhancements to Nurse Manager and Medical Director.
• Actively participate in Medical Department meetings
• Identify educational opportunities for job-specific professional development and submits such opportunities to Nurse Manager for consideration for tuition sponsorship.
• Medically monitor cases by: Telephone contact with treating medical providers and/or review of medical reports
• Appropriately and completely document case activity
• Reviews and/or recommends medically necessary travel requirements in conjunction with treating physician and Travel Guard Physician on-duty.
• Performs case reviews to determine compatibility of medical condition and policy coverage, including work with the claims department
• Demonstrates exemplary customer service orientation, to include communicate with customers and medical professionals.
• Participates in client meetings when requested.
• Carry out accountabilities and objectives within the framework of Travel Guard’s TCF (Treating Customers Fairly), TCP (Travel Compliance Protocol) & Training & Competence policies

Position Requirements
To be considered for this position, candidates must be able to :
-Communicate both in French and English, as native language /bilingual (requirement)
• Demonstrate personal expertise and knowledge in emergency/critical care.
• Demonstrate personal expertise and knowledge in out-of-hospital emergency care, aero medical transport services, and flight physiology.
• Demonstrate critical independent thinking and ability to multi-task in situations where in the outcome is time sensitive.
• Effectively manage computer technology, typing and word processing.
• An Associate/Technical or Bachelor of Science Degree – preferred.
• Registered Nurse, Paramedic or equivalent.
• Self-motivated and able to work under pressure with a high level of responsibility.
• Effective time management to be able to multi-task, prioritise to meet varying tasks and deadlines and delegate.
• Strong communicator at all levels; verbally and written to build and maintain internal and external relationships.
• To work with integrity independently or as part of a team to achieve personal and business objectives.
• Able to self-reflect/analyse, actively seek feedback to identify strengths and personal development areas.


Work pattern is scheduled on 7days/ 365, between 6AM and 10PM, 10 hours shifts. (4 days ON/3 days OFF)


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