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Job Reference ST6209
Location Cardiff
Salary / Hourly Rate £16,000 per annum
Sector Admin
Job Type Permanent
Details Full Time
Date Posted 10 Aug 2018

Job Description

Bilingual Case Administrator (2nd European language)
£16k per annum
Early shift from 07.45 – 15.45
Mid shift 10.00 – 18.00
Late shift from 12.00 – 20.00
This includes weekends and Bank Holidays
Candidates must be able to speak a 2nd European language

The Role:
To take first calls from policyholders, overseas clinics, treating doctors, suppliers and deal with them effectively to satisfy the purpose of the call. If a ‘new case’ then set up on the system, if a current case then ascertain the nature of the enquiry and pass to the Handling Case Manager

Key Responsibilities:
• To act as the first point of contact for incoming calls, faxes & emails, referring where
necessary to the appropriate Case Manager
• To set up new cases on the Case Management System (CMS), whether notified by telephone,
fax or email
• To verify policy issue, obtain medical screening information, send new claims notifications to
the relevant parties, send medical information consent forms to overseas clinics and to obtain
information from the policyholders GP relating to past medical history.
• To act in a support and administration role as directed by Case Managers
• To ensure all internal and external communications are dealt with in a professional, disciplined
and courteous manner at all times
• To deal with enquiries from clients and relatives of the insured on case related matters in a
prompt, courteous and professional manner
• To ensure that any assistance given and costs incurred are provided within the terms and
conditions of the travel insurance policy
• To be familiar with the case management system (CMS) and to ensure that all information
obtained during an assistance case is properly documented on this.
• To be familiar with published service standards and to ensure that any assistance provided is
done so in accordance with these
• To ensure that all telephone calls made and received and all emails and faxes sent and
received are annotated on the CMS
• To liaise with the medical department and to assist them in obtaining medical reports from
overseas hospitals and to provide translation services where appropriate
• To liaise with the medical department and assist them in obtaining past medical history on
those patients whose condition indicates it is relevant
• To ensure that, where possible, three quotations are obtained prior to engaging any
outsourced provider
• To bring to the attention of your Team Leader or the Operations Manager any failures or
development opportunities regarding the case management and telephone system
• To bring to the attention of your Team Leader or the Operations Manager any case that is
likely to be contentious or that will potentially result in a serious complaint
• To bring to the attention of your Team Leader or the Operations Manager any case that
involves the press or a VIP.
• To highlight any areas of concern to your team leader or the Operations Manager
• To carry out any other tasks as agreed with your team leader or the Operations Manager

Knowledge and skills required:
• Fluent spoken and written English
• Previous customer service experience (not necessarily in a related field)

Preferred Skills
• Good oral and written communications skills, delivered in a clear and professional manner
• Familiarity with general office procedures in addition to being computer literate with good keyboard skills. A sound working knowledge of Microsoft Word and Outlook is a requirement.
• The ability to work under pressure as part of a close knit team
• Good organisational skills, in particular the ability to prioritise workload and use own initiative.

Please note, offers are subject to DBS and Credit Checks.

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St David Recruitment Services is an Employment Agency providing work-finding services to our clients, candidates and work-seekers. Our Company must process personal data so that we can provide these services and in doing so, the Company acts as a Data Controller.
As a candidate, you may provide personal details to our Company directly in CV form or via our website. Alternatively, we may collect them from another source such as a third party jobs board. As a business, we must have a legal basis for processing personal data and in turn providing work-finding services. In the event that you are a candidate who has formally registered with St David Recruitment Services, please be advised that personal data is processed on the legal basis of ‘Contractual Obligation;’ the processing is necessary for the performance of a contract. In all other instances, where we receive personal data via direct or indirect means, either supplied by yourself or obtained via a public forum, we process data on the basis of ‘Legitimate Interest;’ processing is necessary for the purposes of our legitimate interest to provide work-finding services.
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