Manager - Health Coordination

Role Overview

The Manager in Health Coordination at Bupa Connected Care is essential in delivering outstanding, patient-focused services while ensuring strict adherence to operational excellence with onsite case management. This role involves fostering strong partnerships with hospitals, adeptly handling customer grievances, and maintaining a professional and welcoming environment to enhance patient satisfaction.

Primary Responsibilities

• Adhere strictly to CARE CONNECT’s procedural guidelines and departmental standards.
• Manage and track all medical-related requests including admissions, medication distribution, lab work, radiology, medical data retrieval, and referrals.
• Oversee administrative duties connected with patient admissions, discharges, transfers, and information release to ensure continuous care.
• Maintain comprehensive knowledge of departmental functions, associated hospital networks, services, and products to provide accurate information and respond confidently to general inquiries.
• Identify potential issues early and take proactive measures to prevent adverse effects.
• Engage effectively with members and hospital staff to address feedback, striving for issue resolution without escalating to management.
• Provide medical support particularly for maternity, pediatric, and special needs cases.
• Work collaboratively and independently to meet both personal and team departmental goals, fostering a positive and cooperative team dynamic.
• Ensure hospitals comply consistently with the agreed service standards and effectively utilize connected technical services.
• Support hospital staff (including insurance personnel, pharmacists, lab, and radiology teams) via coaching and training on CARE CONNECT protocols and services.
• Manage and resolve customer complaints efficiently without the need for escalation and oversee recovery plans while leading standardization of solutions through continuous improvement methodologies.
• Log complaints into service escalation tools to implement preventive strategies.
• Build and sustain strong relationships with provider insurance directors, CARE CONNECT clerks, and point-of-care teams to reinforce the partnership framework and provider reputation.
• Maintain exemplary office and customer area cleanliness and personal professional appearance at all times.

Qualifications and Skills

• Bachelor's degree in nursing, pharmacy, or a related medical discipline.
• Experience and knowledge in healthcare coordination, patient care, and medical case management.
• Strong intercultural and interpersonal communication skills coupled with exceptional planning capabilities.
• Ability to maintain composure and control during high-pressure, high-activity periods employing respectful and efficient communication with patients, families, and healthcare teams.
• Adaptability to fast-paced and changing work environments.
• Efficient at prioritizing tasks and managing interruptions promptly and appropriately.
• Capable multi-tasker who can handle multiple simultaneous requests.
• Commitment to completing tasks accurately and within deadlines.
• Proven ability to collaborate effectively within team settings.
• Commercial acumen combined with a service-centric approach.