Manager - Health Coordination

OverviewRole Purpose:The Healthcare Coordinator at Bupa Connected Care plays a pivotal role in ensuring exceptional patient-centered services, compliance with operations Excellence, and effective management of Onsite Cases. They also foster positive relationships with hospitals, address customer complaints, and maintain a professional appearance to enhance the overall patient experience.Key AccountabilitiesEngagement with Patients, Hospital Staff and Care Connects business unitsFollow CARE CONNECT’s procedures as outlined in the manual to comply with the department’s procedures and standardsFollow up on all Medical requests such as but not limited to admission, medication dispensing, lab, radiology, medical information retrieval and referral etc.Facilitate administrative task related admissions, discharges and transfers of patients and release of information for continuation of careMaintain a thorough knowledge of all departments, our company network of hospitals, products and services so that customers are provided accurate information on its provider and proceed general queries with confidence at all timesRecognize possible issues and act proactively to avoid a negative impactDeal competently with members, hospital staff feedback and take all possible actions to resolve the issues to their fullest satisfaction with minimal intervention of team leaders.Manage to support medically Maternity, Pediatric and Special needs medical casesTeamwork SupportWork effectively both individually and as part of a team to achieve both individual and department goals and objectivesStrive consistently to promote a positive team spiritContribute to the team positivelyProviders' complianceEnsure that the hospital is compliant with the agreed upon standards of service with our company and that they deliver such standards to the members at all times.Ensure that the hospital is utilizing any of the technical services linked to our company.Play a support role for the hospital staff (Insurance, Pharmacists, Lab and Radiology, etc.) and enable coaching and training on CARE CONNECT Protocol / services to the hospital staffComplaints managementSolve the customer complaints / Service Failure without the need of further escalationsEnsure the proper follow up of the recovery plan / take a lead to standardize the proposed solutions (Kaizens, RIM, JDI, etc.)Ensure that the complaints are entered into the Service escalation tools so as to take preventive actionsHospital Relationship buildingTo establish excellent relationships with the providers insurance directors, CARE CONNECT Clerks and Point of Care delivery teamsTo ensure that the image of the providers in front of the customers is strengthened giving further boost to the partnership frameworkProfessional appearance and commitmentTo ensure the office, customer area and their personal appearance is at the highest level of cleanliness, order and professional look.#J-18808-Ljbffr