Care Coordinator

Care Coordinator - Bupa Global-1

Victory House, Trafalgar Pl, Brighton BN1 4FY

(Must be able to get to the Brighton office)

Full Time Permanent (35 hours per week)

Flexible / Hybrid working options

£26,300.00 - £32,900 per annum + fantastic benefits

The role is for 35 hours a week and is supporting a global operation. You'll be flexible to operate Monday to Sunday and from 7am to 7pm which will include bank holidays.

Here you’ll be welcomed. We champion diversity and we understand the importance of our people representing the communities and customers we serve. You’ll find an inclusive environment where you can be yourself and where everyone is driven by the same purpose - helping people live longer, healthier, happier lives and making a better world.

Bupa Global is the international health insurance division of Bupa. We provide customers who want premium international coverage with products and services to access the healthcare they need anytime, around the world, whether at home or when studying, living, travelling or working abroad.

Bupa Global has offices around the world including London and Brighton (UK), Dublin (Europe), Miami (USA), Dubai (UAE, in partnership with OIC), Egypt and Hong Kong (China) as well as regional offices in mainland China, Singapore, the Dominican Republic, Bolivia, Panama, Guatemala and Ecuador.

Role Overview

The Care Coordinator role joins our newly formed clinical hub based in Brighton as Bupa Global focuses more than ever on the customer. This role enables Bupa Global to improve customer outcomes along the care journey whilst delivering value-based healthcare. The role will focus on ensuring that Bupa customers in key selected hospitals and facilities have evidenced based diagnostics and care at level and appropriate length of stay. The Care Coordinator also supports the hospital with timely, efficient, and sustainable pre-admission and discharge of the customer.

These will require accurate review of pre-authorisation details for diagnostics, plus medical reports, clinical records, and engagement with the relevant care providers, including specialists, clinicians, carers, and provider partners. The Care Coordinator will also work closely with Global Case Managers and perform the daily triage of complex medical cases, performing regular checks for emergency and high priority cases for onward escalation throughout the day for timely case management.

What you'll do:
The Care Coordinator will be reviewing Bupa Global customers care needs, using triage and signposting skills to direct them to contracted and preferred providers to deliver clinically appropriate diagnostics, care, and services in the right care setting to achieve optimal outcomes. To achieve this outcome, you will be:
- Identifying and seeking relevant clinical information to accurately update the patient management system and selected clinical software tools.- Review non complex inpatient and day hospital admissions and discharges, and prioritising daily reviews- Orientate and educates customers and their families by explaining the role of the care coordinator; initiating find a provider / concierge pathway; providing educational information in conjunction with direct care providers related to treatments, procedures, medications, and continuing care requirements- Participating in case review meetings; coordinating information and care requirements with other care providers; resolving issues that could affect smooth care progression; fostering peer support; providing education to others regarding the case management process.- Monitor the delivery of care with hospital bed managers; request copies of documented careplans; identifying progress toward desired care outcomes; intervening to overcome deviations in the expected plan of care; reviewing the care plan with customers in conjunction with the direct care providers; interacting with involved departments to negotiate and expedite scheduling and completion of tests, procedures, and consult; maintaining ongoing communication with utilization review staff regarding variances from the care plan or transfer/discharge plan- Evaluates outcomes of care with the interdisciplinary team by measuring intervention effectiveness with the team implementing ongoing recommendations.- Maintain complete and accurate member records- Triage all cases referred for complex case management and assistance with evacuation/repatriation by allocating cases to available global case management teams in region and monitor throughout working hours in line with agreed SLA- Analysing the outcomes from the software and determining if further information or action is required.- Working collaboratively with key hospital personnel to facilitate timely and sustainable discharge- Identifying any instances where escalation is required- Facilitating an excellent experience for Bupa customers before, during and after an hospital admission- Working with Bupa Case Managers, clinicians, an