Medical Case Manager

Job Type: Permanent - Full Time

Location: Kuala Lumpur

Job Category: Health, Medical & Pharmaceutical

Job Description
Let's grow together
About Zurich Cover-More
Zurich Cover-More is one of the world's largest travel insurance and assistance providers and part of Zurich Insurance Group, a leading multi-line insurer. We stand for more care, more cover, for all, and we look after more than 20 million of the world's travellers every year, making sure we are there every step of their journey.

Our family of customer-facing brands include Travel Guard, Cover-More Travel Insurance, Travelex Insurance, Universal Assistance, World Travel Protection, Freely and Blue Insurance. We are a connected and caring workforce of more than 2900 employees with teams in North America, Europe, Latin America and Asia Pacific.

Our global delivery platform provides a consistent multi-lingual service experience and ability to write insurance policies in more than 50 countries. Zurich Cover-More has more 200 distribution partners around the world including airlines, global travel companies, major banks and credit card providers and leading retailers.

What's the job?

• You will manage medical assistance cases end-to-end, ensuring timely and appropriate care for clients.
• Coordinate with treating physicians and the on-duty Travel Guard doctor to determine fitness to travel or the need for evacuation.
• Assess medical conditions, review clinical reports, and recommend next steps in line with policy coverage.
• Communicate effectively with clients, healthcare providers, and internal stakeholders to manage expectations and outcomes.
• Work closely with Assistance Coordinators and Medical Department staff to deliver consistent, high-quality service.
• Maintain accurate documentation and provide timely case updates to the team and management.
• Participate in shift handovers, case reviews, team meetings, and performance check-ins.
• Ensure compliance with protocols including TCF, TCP, GDPR, PIPEDA, and HIPAA.
• Support quality assurance efforts through case audits, peer feedback, and monthly calibration.
• Contribute to staff training, identify development needs, and share knowledge when required.
• Represent the department in recruitment, marketing, and client engagement activities as assigned.

What are we looking for?

• You will have at least 5 years of clinical experience in emergency or critical care.
• A background in out-of-hospital emergency care, aero-medical transport, and flight physiology.
• Strong clinical assessment skills with the ability to make independent decisions under pressure.
• Proficiency in medical terminology, documentation, and computer systems.
• Excellent organizational, interpersonal, and time management abilities.
• Strong verbal and written communication skills, with a customer-first mindset.
• Fluency in Cantonese and Mandarin is an advantage.
• Collaborative approach and ability to work across teams.
• Commitment to quality, professional ethics, and continuous improvement.

Why choose us?
We value optimism, caring, togetherness, reliability, results focus and forward-thinking.

We have more than 2600 employees worldwide: we are a global group of digital specialists, actuaries, marketers, doctors, nurses, case managers, claims specialists, finance experts and customer service professionals. We share a global purpose to look after travelers, at every step of their journey.

Job flexibility
. We understand the importance of making sure that work fits into your life, not the other way around. Our hybrid approach ensures our employees maintain work-life balance.

Career growth
. This is an extremely exciting time for us at Zurich Cover-More, as we are rapidly growing our business around the world. We are dedicated to helping our employees reach their full potential through a comprehensive onboarding program, ongoing professional development opportunities and a supportive work environment that encourages growth.

Take the time you need, for you and your community
. We encourage you to take the time you need when you need it. We offer regular annual and personal leave benefits along with volunteer leave and a comprehensive paid parental leave scheme.

Diversity and inclusion
. We respect who you are and thoroughly embrace diversity. So whatever walk of life you wander, just be you and come as you are.

Apply today and let's go great places together