Case Admin Coordinator - Government Healthcare

Job Description

Location: Healix Group, Healix House, Esher Green

As a Case Admin Coordinator, you will provide a proactive and timely remote medical assistance service to UK Government employees and their dependants based overseas. Working within a fast-paced operational environment, you will support patients through a range of administrative and case management activities, including arranging NHS appointments, managing dental requests, coordinating prescription services, and processing invoices. You will anticipate and resolve issues wherever possible, delivering solutions that meet the needs of patients, clients, and Healix, while recognising when cases require escalation to senior colleagues.

We're looking for a proactive and customer-focused individual who enjoys helping others and thrives in a busy environment.

You'll Bring

• Previous experience in a telephone-based or face-to-face customer service role.
• Strong communication and listening skills, with an excellent command of spoken and written English.
• A compassionate and responsive approach, with the ability to identify effective solutions.
• Strong attention to detail and the ability to follow processes accurately.
• Confidence using IT systems, including Microsoft Office applications.
• An aptitude for working with figures and processing invoices.
• The ability to manage competing priorities, adapt to changing workloads, and remain calm under pressure.
• A positive, can-do attitude and the ability to work effectively both independently and as part of a team.
• The confidence to manage cases proactively, build strong working relationships, and know when to seek support.
• Foreign language skills would be an advantage.

About The Role

Role responsibilities and deliverables:

• Coordinate prescription processing to ensure timely supply of medications to overseas-based patients, including liaison with the Pharmacy.
• Manage dental claims from patients, from initial correspondence and general enquiries through to invoice payment, liaising with the Healix Dental Advisor and NHS Dental Panel as required.
• Respond to email enquiries promptly, ensuring all correspondence is handled in a timely and professional manner.
• Utilise the ERS referral service effectively, liaising with the NHS to facilitate patient referrals.
• Demonstrate professionalism, politeness, and courtesy in all interactions.
• Apply strong case management skills, showing an understanding of medical matters and using knowledge of appropriate policies to manage cases effectively.
• Handle all calls with empathy and a customer-focused approach, identifying patient needs through effective questioning and listening, and accurately documenting calls.
• Ensure written communication is clear, concise, and relevant, with actions and notes in the Case Management System that are easy to follow and reflect a clear plan.
• Refer patients to a Nurse or Doctor when appropriate, providing a concise and informative case summary to the medical team.
• Prioritise workload effectively, ensuring urgent cases are addressed in a timely manner.
• Escalate urgent matters to senior colleagues when necessary.
• Share experience, knowledge, and expertise with colleagues across the department and company to support service excellence.
• Participate in performance reviews, identifying personal development needs and taking action to build new skills and knowledge.
• Undertake other ad hoc duties as required to support the team and business operations.