Care Coordination
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Key skills for this role
About the Role
Bupa is seeking a Care Coordinator to guide members through their healthcare journey, ensuring coordinated care across clinical programmes. The role involves acting as a primary point of contact, coordinating service requests, and maintaining accurate documentation.
Key Skills for This Role
Responsibilities
- Act as the primary point of contact for members enrolled in clinical programmes, guiding them through approved care pathways
- Coordinate internally to ensure timely processing and follow up of healthcare service requests such as appointments, referrals and approvals
- Follow up with relevant departments to prevent delays and keep members informed within agreed service levels
- Collaborate with healthcare providers, patients and their families to facilitate effective care management
- Provide clear, accurate explanations to members regarding their medical service requests, approvals and programme enrolment status
- Translate medical terminology into patient friendly language while maintaining clinical accuracy
- Escalate complex clinical inquiries to appropriate clinical supervisors or physicians when required
- Support the execution of clinical programmes by tracking patient milestones and adherence to assigned pathways
- Maintain accurate, complete documentation of all member interactions, case notes and programme activities in internal systems
- Address patient concerns related to care navigation within scope of authority
Requirements
- Strong understanding of medical terminology and basic clinical pathways
- Familiarity with healthcare authorisation and service request processes
- Proficiency in healthcare information systems and documentation tools
- Clear verbal and written communication skills
- Ability to manage multiple cases simultaneously with attention to detail
- Nursing, Health Sciences, Public Health, or related healthcare field education
Full Job Posting
Job Description
- To guide members through their healthcare journey, ensuring they experience coordinated, clearly communicated care across clinical programmes.
- The role safeguards continuity between patients, providers and internal teams so that members navigate approved services smoothly and achieve better health outcomes.
Patient & Case Care
- Act as the primary point of contact for members enrolled in clinical programmes, guiding them through approved care pathways, requirements and next steps.
- Coordinate internally to ensure timely processing and follow up of healthcare service requests such as appointments, referrals and approvals, from initiation to completion.
- Follow up with relevant departments (medical approvals, provider network, customer service) to prevent delays and keep members informed within agreed service levels.
- Collaborate with healthcare providers, patients and their families to facilitate effective care management and improve health outcomes.
Patient & Clinical Communication
- Provide clear, accurate explanations to members regarding their medical service requests, approvals and programme enrolment status.
- Translate medical terminology into patient friendly language while maintaining clinical accuracy.
- Escalate complex clinical inquiries to appropriate clinical supervisors or physicians when required.
- Facilitate communication between patients and healthcare providers through Dedicated Care Teams to ensure continuity of care.
Clinical Programmes Support
- Support the execution of clinical programmes by tracking patient milestones and adherence to assigned pathways.
- Monitor enrolment, follow up schedules and required documentation.
- Assist in coordinating multidisciplinary interactions when required (e.g., providers, digital services, internal teams).
- Arrange necessary resources and services for patients, including referrals to specialists, community services and support programmes.
Data Maintenance
- Maintain accurate, complete documentation of all member interactions, case notes and programme activities in internal systems.
- Ensure confidentiality and compliance with healthcare data protection regulations.
- Support supervisors with operational reporting such as caseload status and follow up completion rates.
Patient Experience & Service
- Address patient concerns related to care navigation within scope of authority.
- Identify recurring operational issues and escalate them to management.
- Contribute feedback to improve communication workflows and patient journey processes.
Skills
- Strong understanding of medical terminology and basic clinical pathways.
- Familiarity with healthcare authorisation and service request processes.
- Proficiency in healthcare information systems and documentation tools.
- Clear verbal and written communication skills.
- Ability to manage multiple cases simultaneously with attention to detail.
Education
- Nursing, Health Sciences, Public Health, or related healthcare field
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