Care Co-ordinator

Care Coordinator

Location: Hong Kong

Type: Permanent, Full Time, Flexible working

Bupa Global, the international health insurance division of Bupa, provides premium international coverage and services to customers needing access to healthcare worldwide, whether at home, studying, travelling, or working abroad. Bupa Global operates in offices across the globe, including Hong Kong.

Role Overview

The Care Coordinator role is critical in improving customer outcomes throughout the care journey while delivering value-based healthcare. This role focuses on ensuring that Bupa customers in key selected hospitals and facilities receive evidence-based diagnostics and care at the appropriate level and length of stay. The Care Coordinator also supports the hospital by ensuring timely, efficient, and sustainable pre-admission and discharge of the customer.

Key Responsibilities

• Reviewing Bupa Global customers' care needs, utilizing triage and signposting skills to direct them to contracted and preferred providers for clinically appropriate diagnostics, care, and services to achieve optimal outcomes.
• Reviewing non-complex inpatient and day hospital admissions and discharges, and prioritizing daily reviews to achieve positive outcomes.
• Identifying and gathering relevant clinical information to accurately update the patient management system and selected clinical software tools.
• Orienting and educating customers and their families by explaining the Care Coordinator's role; initiating provider/concierge pathways; and providing educational information regarding treatments, procedures, medications, and continuing care requirements alongside direct care providers.
• Participating in case review meetings; coordinating information and care requirements with other care providers; resolving issues that hinder smooth care progression; fostering peer support; and educating others on the case management process.
• Monitoring care delivery with hospital bed managers; requesting documentation of care plans; identifying progress toward desired care outcomes; intervening to overcome deviations from the expected plan of care; reviewing care plans with customers and direct care providers; and coordinating with involved departments to expedite testing, procedures, and consultations, while maintaining communication with utilization review staff regarding plan variances or transfer/discharge.
• Evaluating care outcomes with the interdisciplinary team by measuring intervention effectiveness and implementing ongoing recommendations.
• Maintaining complete and accurate member records.
• Triaging all cases referred for complex case management and assisting with evacuation/repatriation by allocating cases to available global case management teams in the region and monitoring them throughout working hours according to agreed Service Level Agreements (SLAs).
• Analyzing outcomes from software to determine if further information or action is required.
• Working collaboratively with key hospital personnel to facilitate timely and sustainable discharge.

Required Skills and Qualifications

• Candidates with a Customer Service (CS) and clinical background would be preferred.
• Experience in bed management and discharge planning is preferred.
• Demonstrated experience in clinical decision-making.
• Strong analytical skills are essential.
• Basic knowledge of treatment pathways specific to service user requirements.
• Good IT skills, including the ability to navigate Microsoft Office and comfort working with computers.
• Excellent interpersonal and communication skills.
• Excellent organizational skills.
• Demonstrated ability to communicate effectively with both clinical and non-clinical personnel across all organizational levels.
• Working knowledge of healthcare systems and resources.

About Bupa

Bupa is a health insurer and provider. With no shareholders, our customers are our primary focus. Our people are united by the purpose of helping people live longer, healthier, and happier lives and making the world a better place. We make health happen by being brave, caring, and responsible in everything we do.

We encourage everyone to "Be you at Bupa," champion diversity, and recognize the importance of our people representing the communities and customers we serve. We especially encourage applications from people with diverse backgrounds and experiences.

Bupa is a Level 2 Disability Confident Employer and aims to offer an interview or assessment to disabled applicants who best meet the minimum criteria for the role. We are committed to ensuring fair treatment during the recruitment process and offer reasonable adjustments to anyone who may benefit from accommodations to the recruitment process.

Time Type: Full time

Job Area: Administration

Location: The Quayside