Manager Health Coordination📣 Job Ad

About the Role

Bupa Arabia is seeking a Manager Health Coordination for a full-time position based in Al Khobar, Eastern, Saudi Arabia. This role is central to ensuring exceptional patient-centered services, maintaining compliance with operational excellence standards, and effectively managing onsite cases. The Manager Health Coordination also plays a vital part in fostering positive relationships with hospitals and enhancing the overall patient experience.

Core Responsibilities

The individual in this role will be responsible for a range of duties focused on patient care coordination, provider relations, and operational adherence. Key areas of focus include direct engagement with patients and hospital staff, ensuring provider compliance, managing complaints, and building strong professional relationships.

Patient and Provider Engagement

• Adhere to CARE CONNECT’s procedures as outlined in the manual to ensure compliance with departmental standards.
• Follow up on all medical requests, including but not limited to admission, medication dispensing, lab services, radiology, medical information retrieval, and referrals.
• Facilitate administrative tasks related to patient admissions, discharges, transfers, and the release of information for continuity of care.
• Maintain comprehensive knowledge of all departments, Bupa Arabia’s network of hospitals, products, and services to provide accurate information to customers and confidently address general queries.
• Proactively identify potential issues and take action to prevent negative impacts on service delivery.
• Competently address feedback from members and hospital staff, taking all necessary actions to resolve issues to their satisfaction with minimal intervention from team leaders.
• Provide medical support for Maternity, Pediatric, and Special Needs cases.
• Ensure hospitals comply with agreed-upon service standards and deliver these standards to members consistently.
• Verify that hospitals are utilizing Bupa Arabia’s linked technical services.
• Support hospital staff (Insurance, Pharmacists, Lab, Radiology, etc.) by providing coaching and training on CARE CONNECT Protocol and services.

Complaint Resolution and Relationship Building

• Resolve customer complaints and service failures without the need for further escalation.
• Ensure proper follow-up on recovery plans and take the lead in standardizing proposed solutions (*, Kaizens, RIM, JDI).
• Ensure all complaints are accurately entered into service escalation tools to facilitate preventive actions.
• Establish and maintain excellent relationships with providers' insurance directors, CARE CONNECT Clerks, and Point of Care delivery teams.
• Strengthen the image of providers in front of customers, thereby enhancing the partnership framework.

Team Collaboration and Professional Standards

• Work effectively both independently and as part of a team to achieve individual and departmental goals and objectives.
• Consistently promote a positive team spirit and contribute positively to team efforts.
• Maintain the highest level of cleanliness, order, and professional appearance for the office, customer areas, and personal presentation.

Experience Requirements

Candidates for the Manager Health Coordination role are expected to have 0-1 years of relevant professional experience.