Medical & Surgical Care Nurse Case Manager

About AXA

AXA is a global leader in insurance and financial services, dedicated to helping customers protect what matters most to them. As the sixth-largest insurance company in the world, we provide a wide range of services, including health, car, home, and business insurance. We support millions of customers worldwide, helping them navigate life's uncertainties with confidence.

AXA Health supports members to put their health first, from individuals to huge corporates, with fast access to diagnosis and treatment when they need it.

Job Overview

We’re looking for a dedicated general registered adult nurse to join our Medical and Surgical Care team at AXA Health in Tunbridge Wells, on a full-time, permanent basis. In this virtual role, you’ll manage a portfolio of complex cases, working closely with patients, clinicians, and hospitals to ensure they receive the highest standard of care by making the most of the combined resources of the NHS and private sector. Your clinical expertise and case management skills will enable you to take a flexible approach to the use of members’ benefits, aiming to manage the costs of large and complex claims without compromising on quality or clinical necessity. Your focus will be on delivering personalised, comprehensive care that addresses each patient’s unique circumstances, ensuring high levels of customer satisfaction while maintaining clinical integrity. This role provides a meaningful opportunity to make a real difference in people’s lives.

Key Responsibilities

• Act as a key contact for internal and external stakeholders, providing empathetic support and clinical information related to queries, conditions, or wellbeing.
• Manage high-cost and complex claims, challenging information when necessary, and refer complex cases to senior nurses or Medical Advisory as appropriate.
• Take ownership of member and stakeholder interactions, ensuring effective call handling.
• Deliver high-quality, empathetic verbal and written communication, while respecting data protection and confidentiality standards.
• Understand claims cost principles and identify areas where costs could be reduced.
• Manage claims accurately and in line with AXA Health guidance.
• Follow the appropriate procedures for handling complaints, ensuring compliance with FCA and AXA Health guidelines.
• Continuously update and develop your clinical knowledge to provide accurate support and information to stakeholders.
• Follow the Nursing Midwifery Council (NMC) code of conduct, acting as a clinical role model. Use evidence-based practice, challenge healthcare professionals when needed, and take ownership of clinical decisions.