Case Manager – Medical & Health

Brisbane | Global Assistance Environment | Rotating Shifts

Are you a customer-focused problem solver who thrives in fast-paced environments? Join Allianz Global Assistance as a Case Manager – Medical & Health and play a critical role in delivering real-time support and life-impacting outcomes for customers around the world.

This is an opportunity to work at the intersection of customer experience, healthcare coordination, and digital case management, where your ability to make informed decisions and manage complex information will directly impact people in need.

About the Role

As a Case Manager, you will be the first point of contact for customers requiring medical assistance. You will manage inbound and outbound communications, coordinate care solutions, and ensure every case is handled with precision, empathy, and efficiency.

Working within a structured yet dynamic environment, you will use integrated systems, real-time data capture, and guided workflows to deliver seamless service aligned with global standards.

Key Responsibilities

Customer Experience & Case Coordination

• Deliver exceptional, empathetic customer support across phone and digital channels
• Manage cases end-to-end, ensuring timely and high-quality outcomes
• Provide clear advice aligned with policy frameworks and service protocols

Real-Time Case Management

• Capture and update case information accurately within case management systems (MIDAS)
• Gather critical information efficiently during first contact to support informed decision-making
• Collaborate with Registered Nurses for medical assessment and escalation pathways

Decision Support & Problem Solving

• Apply structured thinking to assess customer needs and determine appropriate actions
• Escalate complex or high-risk scenarios (e.g. evacuations, VIP cases, clinical concerns)
• Navigate dynamic situations with sound judgement and adaptability

Stakeholder Collaboration

• Coordinate with global networks including medical providers, emergency services, and travel partners
• Build strong internal relationships across medical, claims, travel, and support teams

Continuous Improvement

• Contribute feedback to enhance processes, systems, and customer outcomes
• Embrace ongoing learning, including evolving tools and digital workflows

What Success Looks Like

• High-quality case handling within agreed service levels (e.g. response times, resolution rates)
• Accurate, real-time documentation and data integrity
• Consistent delivery of customer-centric outcomes
• Strong collaboration and escalation management

About You

Skills & Experience

• Background in customer service, contact centre, healthcare, or assistance environments
• Strong communication skills with the ability to listen, interpret, and respond effectively
• High attention to detail with confidence navigating multiple systems
• Ability to multitask and prioritise in a fast-paced, high-volume setting

Mindset & Behaviours

• Empathetic, resilient, and calm under pressure
• A proactive problem-solver with a solutions-focused approach
• Comfortable working with technology-enabled processes and evolving tools
• Strong team player who supports colleagues and contributes to a positive work environment

Why Join Us?

• Be part of a globally connected organisation delivering meaningful outcomes
• Work in an environment that blends people, process, and technology
• Access to ongoing learning and development opportunities
• A supportive team culture built on care, collaboration, and professionalism

How to Apply

If you are looking for a role where you can combine customer care, critical thinking, and modern case management tools, we encourage you to apply.