Job Introduction

We have an exciting opportunity for a Case Manager to join our Member Protection and Support Division based in either Leeds or London!

The Member Protection and Support Division is at the forefront of protecting the careers, reputation and financial risk of our members worldwide. Our Case Manager’s are critical to ensuring our Members receive the appropriate support they need.

As our Case Manager, you will the first point of contact for member queries on our Advice Line and manag cases from initiation to resolution as part of a multi-disciplinary team.. A compassionate, conscientious and cost-consciousness mindset helps deliver the best customer service and member experience possible.

This role sits under MPS’ ‘Hybrid Persona’ meaning a blend of home and office-based working, to suit you and the needs of the business. This is typically 1-2 days per week on-site.

We know flexibility is important to people and at MPS we want you to have the best work-life balance possible. We therefore welcome applications from all candidates, including those who may benefit from flexible working – e.g. part time, job sharing.

Role Responsibility

• Be the first point of contact for member queries on our Advice Line
• Proactively manage assigned case files of varying complexity. The cases may involve advice, complaint handling and regulatory issues.
• Determine the level of member assistance to be granted in accordance with the membership policy and benefits on individual cases 
• Support Case Handling projects/initiatives ensuring delivery of projects to time, cost and quality and that can demonstrate a return on investment
• Other roles may include, presentations, article writing and coaching.

The Ideal Candidate

• Strong time management skills and ability to prioritise tasks
• Analytical problem-solving skills and able to identify pragmatic approaches to resolution
• Customer service experience and passionate about providing the best service
• Knowledge of medical/dental law is advantageous but not essential.
• Clinical background or working in a health care setting would be advantageous but not essential

We welcome applicants from all backgrounds, and we encourage you to apply even if you feel you do not match 100% of the technical requirements.  We celebrate diversity, promote inclusivity and strive to create a work environment which ensures everyone can be heard.

What’s important to MPS is that our people live our values of Member First, Ambitious, Determined and Empowered.

Package Description

• Alongside a competitive salary as stated above, you will also receive:
• Up to 15% discretionary annual bonus
• 15% pension contribution (3% from you, 12% from us – optional additional matched 3% contributions, e.g. 6% from you, 15% from us)
• 25 days annual leave plus flexible bank holidays (option to buy/sell additional 5 days)
• Private Medical Cover
• Healthcare cash plan
• 6x salary death in service
• A personal GP service enabling you to get a video consultation with a NHS-registered private GP
• Employee Assistance Programme
• A range of shopping discounts from major high-street retailers

About the Company

Medical Protection Society (MPS) is the world’s leading protection organisation for doctors, dentists and healthcare professionals. We protect and support the professional interests of almost 300,000 members around the world, in countries as diverse as the United Kingdom, South Africa and Hong Kong.

Our philosophy is to support safe practice in medicine and dentistry by helping to avert problems in the first place. We also actively campaign for regulatory and legal reforms that benefit members and the wider healthcare professions. Membership provides access to expert advice and support together with the right to request indemnity for complaints or claims arising from professional practice.

We continue to invest in our team to ensure that we are delivering the best possible service for members. This was recognised in 2016 when we were awarded an Investors in People Silver award.

Medical Protection Society