dnata is one of the world’s largest air and travel services providers; offering ground handling, cargo, travel and catering & retail services at over 130 airports in more than 34 countries across six continents. At dnata, we are by your side for the entire travel experience.

As a Medical Case Officer, you will be responsible for coordinating healthcare services for eligible program members, including C-suite executives, high-risk individuals, and those with complex medical needs. This role ensures a seamless and proactive healthcare journey by facilitating access to specialist care, managing pre-approvals and claims, and guiding members through the treatment processes. The officer acts as a liaison between members, internal departments, and external healthcare providers, ensuring timely and appropriate medical support. The role also involves monitoring compliance and escalating concerns to senior case management when necessary.

In this role you will:

• Respond promptly and professionally to member inquiries related to planned and urgent care, ensuring clear communication via phone and email.
• Liaise with internal departments and network providers to facilitate smooth approvals and efficient scheduling of medical appointments.
• Provide tailored benefit information aligned with members specific health needs to enhance their understanding and utilisation of available services.
• Accurately process system-based and manual pre-approvals and medical claims for eligible members, ensuring compliance with policy and service standards.
• Identify opportunities for process enhancements and contribute to initiatives aimed at improving customer experience and operational efficiency.
• Maintain effective working relationships with external medical facilities and stay informed on provider protocols to ensure consistent case support.
• Resolve member concerns using established SOPs and escalate complex cases to senior staff when necessary, exercising sound judgment and discretion.
• Support the Case Management Doctor and Lead in monitoring treatment compliance and care quality, ensuring adherence to clinical and operational standards.

To be considered for the role, you must meet the below requirements:

• Degree or Honours (12+3 or equivalent)
• Experience in Medical/Safety Medical Administration
• Bachelor’s or master’s degree in a healthcare-related field such as Nursing, Medicine or Allied Health.
• At least 2 years of clinical experience and 2 years in medical insurance, preferably in pre-approval or case management.
• Experience in hospitality, call centres, or healthcare case management.
• Prior experience with VIP or high-net-worth individuals is highly desirable.

Knowledge/skills:

• Strong knowledge of medical insurance processes.
• Excellent communication and interpersonal skills, with the ability to engage executive-level clients.
• Proficiency in Microsoft Office applications (Word, Excel, Outlook).
• High level of discretion and commitment to confidentiality.
• Flexibility to work irregular hours, including weekends or on-call shifts.

Our services on the ground keep the world in the air. We’re one of the largest air services providers in the world, and you’ll find us in over 80 countries offering expertise in ground handling, cargo, travel and flight catering. We’re growing fast, and we’re looking for people with imagination and creativity to join our team of more than 40,000 people. We want potential stars to help us deliver on the promises our customers make.

Join us in Dubai and enjoy an attractive tax-free salary and travel benefits that are exclusive to our industry, including discounts on flights and hotels stays around the world. Find out what it’s like to live and work in our fast-paced, cosmopolitan home city in the Dubai Lifestyle section of our website www.emirates.com/careers