POSITION PURPOSE & MANDATE

The Client Care Specialist plays a pivotal role in ensuring responsive and high-quality service delivery within the International Operations Team. Operating as the primary point of contact for clients, members, and service providers, the incumbent is responsible for managing medical cases end-to-end – from initial intake through resolution – while upholding the organization’s service level agreements (SLAs) and quality standards.

This role demands a high degree of professionalism, empathy, and composure, particularly given the sensitive and time-critical nature of international medical case management. The specialist operates within a rostered team environment on permanent night shifts, requiring adaptability, sound judgment, and proactive collaboration.

KEY RESPONSIBILITIES

Case Coordination

• 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.

Client, Member & Provider Relations

• 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.

Administrative & Documentation

• 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.

Quality & Compliance

• 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.

SYSTEMS & TOOLS

KEY CHALLENGES

The following represent the most significant challenges inherent to this role, requiring resilience, sound judgment, and strong interpersonal skills:

• 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.

SUCCESS MEASURES & KEY PERFORMANCE INDICATORS

KNOWLEDGE, SKILLS & ATTRIBUTES (KSA)

Knowledge

• 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).

Skills

• 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.

Attributes & Personal Characteristics

• 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.

9. EXPERIENCE & QUALIFICATIONS