Near Patient Host Nation Care Coordinator

About the role

The Near Patient Host Nation Care Coordinator plays a critical role in facilitating the flow of medical information between healthcare providers and medical teams within the assigned area of responsibility. The position is responsible for delivering high-quality healthcare assistance and personalized customer service while ensuring efficient case management and coordination of care. The Coordinator serves as an embedded administrative resource managing host nation medical care caseloads and supporting beneficiaries throughout their healthcare journey.

Key responsibilities

The Coordinator serves as an embedded administrative resource managing host nation medical care caseloads and supporting beneficiaries throughout their healthcare journey.

Responsibilities

• Serve as a key administrative support within healthcare facilities and host nation healthcare provider networks.
• Facilitate coordination between medical teams and healthcare providers to ensure efficient case management.
• Support clinical operations by managing medical caseloads for beneficiaries receiving host nation care.
• Coordinate, cancel, and reschedule appointments as required, ensuring a positive beneficiary experience.
• Source and collect medical records for clinical quality reviews.
• Act as an escalation point for healthcare provider concerns and updates regarding patient care.

Care Coordination

• Manage cases and communications in accordance with established operational procedures.
• Ensure timely case creation and allocation to the appropriate medical team.
• Conduct initial benefit reviews and escalate cases for medical review when necessary.
• Process authorizations accurately and within established service levels.
• Monitor caseload changes and communicate updates to relevant stakeholders.
• Handle incoming calls and direct medical inquiries to the appropriate healthcare professionals.
• Coordinate appointments with approved healthcare providers.
• Verify appointment details and communicate information to beneficiaries and healthcare teams.
• Maintain effective communication with internal teams, providers, and beneficiaries.
• Coordinate the retrieval and processing of medical records.
• Conduct follow-ups via phone, email, or other communication channels to ensure continuity of care.
• Maintain accurate case records using CRM and case management systems.
• Prepare clear handover notes and updates for medical teams.

Quality Assurance

• Follow established service recovery and feedback procedures.
• Escalate complaints and service concerns through appropriate channels.
• Support clinical quality investigations through medical record collection.
• Maintain confidentiality and data privacy in accordance with applicable regulations.
• Participate in team meetings, training sessions, and educational activities.
• Complete additional duties as assigned.

Qualifications

• Relevant security clearance, where required by local regulations.
• College degree preferred.
• Preferred fields of study include:
• International Business
• Languages
• Liberal Arts
• Business Management

Required Skills

• Strong customer service skills.
• Excellent communication and interpersonal abilities.
• Strong problem-solving and critical-thinking skills.
• Ability to work independently and collaboratively within a team.
• Ability to manage multiple priorities in a fast-paced environment.
• Strong organizational and administrative skills.
• Ability to provide clear and concise written communication in English.
• Ability to adapt to new technologies and systems used in healthcare support and medical records management.

Preferred Skills

• Experience in customer service within a matrix or multinational organization.
• Experience living, studying, or travelling internationally is an advantage.
• Previous professional experience in administration, healthcare support, education, translation, financial services, non-governmental organizations, or related fields.
• Previous administrative experience in a healthcare setting such as a doctor's office, hospital, clinic, or laboratory is preferred.

Occasional domestic and/or international travel may be required. Valid driver's license and access to transportation preferred. Regular travel to local offices or healthcare facilities may be required in accordance with local policies.