Senior Associate - Care Coordination

Role Overview

As a Senior Associate - Care Coordination, you will play a pivotal role in guiding members through their healthcare journey by ensuring seamless coordination and clear communication across clinical programmes. Your primary responsibility will be to safeguard continuity between patients, healthcare providers, and internal teams, enabling members to navigate approved services efficiently while achieving optimal health outcomes. This position requires a blend of clinical acumen, operational excellence, and exceptional interpersonal skills to foster trust and deliver a superior patient experience.

Key Responsibilities

Patient & Case Care Management

You will serve as the primary point of contact for members enrolled in clinical programmes, providing guidance through approved care pathways, requirements, and next steps. Your role will involve coordinating internally to ensure timely processing and follow-up of healthcare service requests, including appointments, referrals, and approvals, from initiation to completion. To prevent delays and maintain transparency, you will proactively follow up with relevant departments such as medical approvals, provider networks, and customer service, keeping members informed within agreed service levels.

Collaboration will be central to your success, as you work closely with healthcare providers, patients, and their families to facilitate effective care management and drive improved health outcomes. By acting as a liaison, you will bridge gaps in communication and ensure that all stakeholders are aligned in delivering coordinated care.

Patient & Clinical Communication

Your ability to communicate complex medical information in a clear, patient-friendly manner will be essential. You will provide accurate explanations regarding medical service requests, approvals, and programme enrolment status, ensuring members fully understand their care journey. Translating medical terminology into accessible language while maintaining clinical precision will be a key aspect of your role.

In instances where inquiries require clinical expertise, you will escalate complex cases to appropriate clinical supervisors or physicians. Additionally, you will facilitate seamless communication between patients and healthcare providers through Dedicated Care Teams, ensuring continuity of care and fostering trust in the healthcare process.

Clinical Programmes Support

You will support the execution of clinical programmes by meticulously tracking patient milestones and adherence to assigned pathways. This includes monitoring enrolment, follow-up schedules, and required documentation to ensure compliance and progress. When necessary, you will coordinate multidisciplinary interactions involving providers, digital services, and internal teams to deliver holistic care solutions.

Your role will also involve arranging essential resources and services for patients, such as referrals to specialists, community services, and support programmes, thereby enhancing their overall healthcare experience.

Data Maintenance & Compliance

Accuracy and confidentiality are paramount in this role. You will maintain precise and complete documentation of all member interactions, case notes, and programme activities within internal systems, ensuring strict adherence to healthcare data protection regulations. Your attention to detail will support operational reporting, including caseload status and follow-up completion rates, providing valuable insights for supervisors and leadership teams.

Patient Experience & Service Excellence

You will address patient concerns related to care navigation within your scope of authority, identifying recurring operational issues and escalating them to management for resolution. Your feedback will be instrumental in refining communication workflows and enhancing patient journey processes, ultimately contributing to a more seamless and positive healthcare experience.

Required Skills & Qualifications

• Clinical Knowledge: A strong understanding of medical terminology and basic clinical pathways, enabling you to navigate healthcare systems with confidence.
• Healthcare Processes: Familiarity with healthcare authorisation and service request processes, ensuring efficient coordination of care.
• Technical Proficiency: Proficiency in healthcare information systems and documentation tools to maintain accurate records and streamline workflows.
• Communication Excellence: Exceptional verbal and written communication skills, allowing you to convey complex information clearly and empathetically.
• Organisational Agility: The ability to manage multiple cases simultaneously with meticulous attention to detail, prioritising tasks effectively in a fast-paced environment.

Education & Experience

Applicants should hold a degree in Nursing, Health Sciences, Public Health, or a related healthcare field. Prior experience in care coordination, case management, or a clinical support role within the healthcare industry is highly desirable. A commitment to delivering patient-centred care and a passion for improving healthcare outcomes will set you apart in this role.