Create and register new cases in the system accurately and in a timely manner. 

Coordinate and update existing cases, ensuring completeness, accuracy, and compliance with internal processes. 

Coordinate teleconsultations, doctor house calls, hospital admissions, and clinic appointments on behalf of members. 

Facilitate referrals to appropriate medical providers in line with client protocols. 

Monitor case progression and proactively escalate complex or high-risk cases to the Team Leader or Corfu Team which should be outlined clearly in the shift handover of assistance provided and next steps. 

Respond promptly and professionally to all client, member, and service provider inquiries across all communication channels (phone, email, and system-based messaging). 

Ensure a consistent, empathetic, and solution-oriented approach when handling sensitive medical situations. 

Build and maintain effective relationships with service providers to facilitate smooth case coordination. 

Upload supporting documents and medical records to claims files as required within established protocols. 

Handle and verify incoming invoices in alignment with established procedures. 

Maintain accurate and up-to-date records across all case management systems. 

Adhere to data protection and confidentiality standards in all case-related activities. 

Perform ad hoc tasks and administrative duties as directed by the Team Leader or management. 

Consistently adhere to client-specific SLAs and internal quality benchmarks. 

Participate in team meetings, briefings, and performance review sessions. 

Contribute to continuous improvement by identifying process gaps and suggesting enhancements. 

Remain up to date on product knowledge, internal procedures, and any updates to client protocols. 

Operating on permanent night shifts in a dynamic and fast-paced environment while maintaining consistent service quality. 

Managing multiple simultaneous cases across different clients, countries, and urgency levels with competing deadlines. 

Coordinating with international medical providers across different time zones, languages, and healthcare systems. 

Adapting quickly to evolving client protocols, system updates, and operational changes with minimal disruption to service delivery. 

Ensuring accuracy and completeness of documentation under time pressure, particularly during high-volume periods. 

Working knowledge of the insurance sector and patient coordination processes. 

Understanding of health insurance claims processing and SLAs. 

Familiarity with European and international healthcare systems and medical terminology. 

Knowledge of data protection and confidentiality requirements in a medical/insurance context (e.g., GDPR). 

Excellent written and verbal communication in English and French; additional languages are an asset. 

Strong organisational and multitasking skills with the ability to manage competing priorities. 

Basic to Intermediate proficiency in Microsoft Excel (data entry) and Word. 

Proficient in case management systems; ability to learn and adapt to new platforms quickly. 

Strong problem-solving ability with sound judgment in urgent and high-pressure situations. 

Ability to compose clear and professional written correspondence. 

Empathetic and client-centric with a genuine commitment to delivering excellent service. 

Reliable, accountable, and conscientious – takes ownership of cases through to resolution. 

Flexible and adaptable – thrives in a shifting, fast-paced, 24/7 operational environment. 

Collaborative team player who contributes positively to team dynamics and morale. 

Demonstrates initiative and proactively seeks solutions rather than waiting for direction. 

Resilient under pressure, particularly in time-critical situations. 

Attentive to detail with a strong commitment to accuracy and process compliance.