Connected Care Pathway Coordinator

Bupa; Claypole; On-site; GBP 26,000 - 38,000; Full time

Benefits offered by this job

Annual leave accrual

Staff canteen and coffee shop access

Discounts on Bupa products

NEST government pension scheme

Job summary

Bupa Insurance Specialist Centres Cromwell Hospital is seeking a Specialist Centre Coordinator to deliver efficient administration and coordination of UKI centres, ensuring SLAs are met and KPI data is prepared for quarterly submissions.

You will act as a point of contact for UKI operations, manage clinic records, bookings, and communications with patients and clinicians, and work with MI and clinical teams to improve processes and patient experience.

Qualifications

• Experience coordinating specialist centre services and clinic pathways.
• Ability to manage data for KPI submissions and reporting.
• Strong communication with patients, clinicians and admin teams.
• Knowledge of SOPs and ability to update processes.

Responsibilities

• Communicate with patients to explain next steps.
• Ensure test results are available for consultants and MDT.
• Ensure clinics have appropriate access for UKI customers under SLAs.
• Respond to patient queries proactively.
• Be the point of contact for UKI in daily centre operations.
• Create and maintain records of consultant and radiologist clinics and triage appointments.
• Book patient appointments and inform clinicians and patients of times.
• Develop processes to improve patient experience when issues arise.
• Document processes with SOPs and support succession planning.
• Support quarterly KPI submissions and monitor KPI performance with Pathway Process Manager.
• Collaborate with MI team to handle data requests and shape KPI reports.
• Help set up new KPI collection processes for UKI specialist centres.

Skills

Coordination

Data analysis

KPI reporting

Stakeholder communication

Job description

As a Specialist Centre Coordinator, you will provide efficient administration and services to Bupa Insurance Specialist Centres at Cromwell Hospital, ensuring that a high-quality service is delivered to patients. You will be fundamental in the day-to-day coordination of Specialist Centres. You will be aware of the Service Level Agreements for each service and make the Development Manager aware of any operational issues which could impact these targets. You will support in sourcing data for the quarterly KPI submissions into Bupa Insurance. Working closely with the MI, Clinical and Development Teams You'll help us make health happen by: Leading on the coordination of UKI (UK Insurance) Specialist Centres

Responsibilities

• Communicate with patients when necessary, ensuring patients are comfortable with next steps in their pathway journey.
• Ensure relevant test results are available for consultant, secretary, and/or MDT (multi-disciplinary team meetings).
• Ensure specialist centre clinics have appropriate access for UKI customers as outlined in agreed SLAs.
• Proactively respond to patient queries when appropriate.
• Be the point of contact for UKI in relations to the day to day running of the specialist centres.
• Create and maintain a record or current provision including consultant clinics, radiologist clinics and triage appointments.
• When relevant, book patient appointments and communicate times to the consultant, radiologist, and patient.
• You will be solutions focussed, when issues arise in the coordination of services you will be comfortable in developing processed to improve the patient experience.
• Ensure all processes are documented, work closely with the CNS to ensure SOPs are up to date, ensuring a strong succession plan.
• Supporting with quarterly KPI submissions to UKI.
• You will have a sound knowledge of the agreed KPIs. You will coordinate the pathways to ensure as much as possible we continue to meet our KPI's. If there is a risk, then you will be expected to raise this with the Pathway Process Manager in a timely manner.
• Work closely with the MI team to support with data requests relating to specialist centres.
• Help shape new KPI reports, using your experience you will understand the feasibility of certain KPI's.
• Use your knowledge to set up new processes to allow us to collect KPI's appropriately.
  We're a health insurer and provider. With no shareholders, our customers are our focus. Our people are all driven by the same purpose - helping people live longer, healthier, happier lives and making a better world. We make health happen by being brave, caring and responsible in everything we do.

Culture & Inclusion

We encourage all of our people to "Be you at Bupa", we champion diversity, and we understand the importance of our people representing the communities and customers we serve. That's why we especially encourage applications from people with diverse backgrounds and experiences. Bupa is a Level 2 Disability Confident Employer. This means we aim to offer an interview/assessment to every disabled applicant who meets the minimum criteria for the role. We'll make sure you are treated fairly and offer reasonable adjustments as part of our recruitment process to anyone that needs them.

Benefits

Our benefits are designed to make health happen for our people. Viva is our global wellbeing programme and includes all aspects of our health - from mental and physical, to financial, social and environmental wellbeing. We support flexible working and have a range of family friendly benefits. Joining Bupa in this role you will receive the following benefits and more:

• Annual leave accrual paid every time you work
• Subsidised staff canteen and coffee shop led by expert caterers
• Access to preferential rates on Bupa products, such as health assessments, menopause plan and some dental practices
• Inclusion in the NEST government pension scheme