Senior Associate Care Program Coordination

About the Role

Bupa Arabia is seeking a Senior Associate - Care Program Coordination to join their team in Jeddah. This full-time role involves guiding members through their healthcare journey, ensuring coordinated and clearly communicated care across various clinical programs. The position focuses on maintaining continuity between patients, providers, and internal teams to facilitate smooth navigation of approved services and support improved health outcomes. Candidates should have 0-1 years of experience.

Key Responsibilities

• Serve as the primary point of contact for members enrolled in clinical programs, providing guidance on approved care pathways, requirements, and next steps.
• Coordinate internally to ensure timely processing and follow-up of healthcare service requests, including appointments, referrals, and approvals.
• Liaise with relevant departments such as medical approvals, provider network, and customer service to prevent delays and keep members informed within service level agreements.
• Collaborate with healthcare providers, patients, and their families to facilitate effective care management and enhance health outcomes.

Patient and Clinical Communication

• Provide clear and accurate explanations to members regarding their medical service requests, approvals, and program enrollment status.
• Translate complex medical terminology into patient-friendly language while maintaining clinical accuracy.
• Escalate complex clinical inquiries to appropriate clinical supervisors or physicians when necessary.
• Facilitate communication between patients and healthcare providers through Dedicated Care Teams to ensure continuity of care.

Clinical Programs Support

• Support the execution of clinical programs by tracking patient milestones and adherence to assigned pathways.
• Monitor enrollment, follow-up schedules, and required documentation for clinical programs.
• Assist in coordinating multidisciplinary interactions, including those with providers, digital services, and internal teams.
• Arrange necessary resources and services for patients, such as referrals to specialists, community services, and support programs.

Data Management and Reporting

• Maintain accurate and complete documentation of all member interactions, case notes, and program activities within internal systems.
• Ensure confidentiality and compliance with healthcare data protection regulations.
• Support supervisors with operational reporting, including caseload status and follow-up completion rates.

Patient Experience and Service Improvement

• Address patient concerns related to care navigation within the scope of authority.
• Identify recurring operational issues and escalate them to management for resolution.
• Contribute feedback to improve communication workflows and patient journey processes.