Clinical Case Manager
2 days ago
We are seeking an experienced Clinical Case Manager to provide expert clinical advice and assistance to travelers and our business in relation to proactive case management and claim liability decisions.
Main Responsibilities:
- Verify that travelers receive appropriate and necessary treatment using medical notes and current reports.
- Identify clinical risks and/or deterioration of a traveler and escalate to the Medical Doctor for case direction.
- Provide clinical support and advice to travelers and the travel business in relation to policy benefits and exclusions.
- Liaise with treating medical teams and global providers to obtain supporting clinical information.
- Oversee medical repatriations/evacuations to ensure timely movement of travelers.
- Support facilitating accepting medical care in travelers' receiving hospital.
- Conduct fitness to fly and functional nursing assessments in line with airline requirements and EA procedures.
- Interpret and action medical and travel documents for effective Clinical Case Management and Claims Liability advice.
- Apply knowledge of product benefits and exclusions in the context of clinical history, to provide Travel Claims recommendations on liability.
- Holistically consider financial, medical and logistical elements of cases ensuring optimal care outcomes, value and experience.
- Effectively manage caseloads and ensure operational efficiency.
- Communicate and utilise systems to ensure effective and timely case management.
- Identify and comply with escalation and risk management procedures.
- Promote a traveler centric culture within the team and set high standards of service.
- As an SME drive projects to improve traveler experiences and business outcomes.
- Provide clinical expertise to Customer Relations Team in relation to clinical case/claim escalations.
- Ensure our EA C.A.R.E ethos is infused into every aspect of service delivery.
- Adherence to EA Global Practices such as SAFETY, ALERT and other programs aligned to Medical Assistance in Travel.
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