Case Manager – Medical & Health

Brisbane | Global Assistance Environment | Rotating Shifts

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 explicit 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

101338 | Customer Services & Claims | Professional | Non-Executive | Allianz Partners | Full-Time | Permanent

Allianz Group is one of the most trusted insurance and asset management companies in the world. Caring for our employees, their ambitions, dreams and challenges, is what makes us a unique employer. Together we can build an environment where everyone feels empowered and has the confidence to explore, to grow and to shape a better future for our customers and the world around us.

At Allianz, we stand for unity: we believe that a united world is a more prosperous world, and we are dedicated to consistently advocating for equal opportunities for all. And the foundation for this is our inclusive workplace, where people and performance both matter, and nurtures a culture grounded in integrity, fairness, inclusion and trust.

We therefore welcome applications regardless of ethnicity or cultural background, age, gender, nationality, religion, social class, disability o

📌 Medical Case Manager (Brisbane)
🏢 Allianz Partners
📍 Brisbane