Health Claims Team Leader

Lead. Develop. Make a Difference.

Salary: £33,500 - £36,200 + 5% Performance Bonus

Hours: 37.5 hours per week, Monday to Friday

Location: Hybrid/Office Based

Are you an experienced Health Claims professional ready to take the next step in your career, or an established Team Leader looking for a new challenge?

We are looking for a Health Claims Team Leader to join our growing team and play a key role in delivering exceptional service to our members, providers and partners. This is an exciting opportunity to combine your technical claims expertise with people leadership, helping to drive performance, quality and customer outcomes within a fast-paced International Private Medical Insurance (IPMI) environment.

The Role

Team Leadership & Operational Delivery

• Lead and support the day-to-day activities of the Health Claims team.
• Manage workloads, priorities and service levels to ensure excellent customer outcomes.
• Monitor claims volumes, turnaround times and team performance.
• Coordinate team coverage, workflows and operational priorities.
• Act as the first point of escalation for operational and technical claims queries.

Technical Claims Expertise

• Provide guidance on policy interpretation, benefit eligibility and claims assessment.
• Support the handling of complex and high-value claims.
• Ensure consistent application of policy terms, processes and compliance requirements.
• Assist with stakeholder communications involving customers, medical providers, brokers and underwriters.

Coaching & People Development

• Conduct regular one-to-one meetings and performance reviews.
• Support employee development through coaching, mentoring and constructive feedback.
• Assist with onboarding and training for new team members.
• Foster a positive, inclusive and high-performing team culture.

Quality, Compliance & Continuous Improvement

• Promote high standards in claims handling and customer service.
• Monitor quality performance and support improvement initiatives.
• Ensure compliance with regulatory requirements, including FCA, GDPR and internal governance standards.
• Identify opportunities to improve processes and operational efficiency.

What We're Looking For

• Strong experience within Health Claims, Medical Claims, IPMI, Travel Insurance or a related insurance environment.
• Excellent understanding of claims handling processes, policy interpretation and benefit eligibility.
• Strong communication and stakeholder management skills.
• Proven ability to coach, support and develop colleagues.
• Excellent organisational skills with the ability to prioritise competing workloads.
• Confidence in managing escalations and resolving complex customer issues.
• Understanding of compliance and regulatory requirements within insurance operations.
• Strong IT skills, including Microsoft Office applications and claims management systems.

Desirable

• Previous experience in a Team Leader, Senior Claims Handler or coaching role.
• Experience within Private Medical Insurance (PMI) or International Private Medical Insurance (IPMI).
• Experience with claims reporting, reserves, bordereaux or performance analysis.
• Exposure to complaints handling, quality assurance or audit processes.
• Additional language skills.

Why Join Us?

We are committed to supporting our people and creating an environment where careers can thrive.

Benefits

• Competitive salary of £33,500 - £36,200
• 5% performance-based annual bonus
• Strong internal promotion culture
• Diverse and inclusive workplace
• 22 days annual leave plus 9 bank holidays, increasing to 30 days with length of service
• Your birthday off every year
• Bupa Dental Insurance
• Healthshield Cash Plan
• Two paid volunteer days per year
• Employee of the Month and Employee of the Year recognition awards
• Surprise rewards for exceptional performance
• Summer and Christmas company celebrations

What Success Looks Like

• Deliver excellent customer outcomes and maintain high service standards.
• Ensure claims and pre-authorisation requests are processed accurately and efficiently.
• Support, coach and develop team members to achieve their full potential.
• Identify and manage operational risks, workloads and service challenges.
• Maintain quality, compliance and regulatory standards.
• Contribute to process improvements and operational excellence.
• Build a collaborative, engaged and high-performing team culture.

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