Medical Connected Care & Referral

Job Description

Is responsible for leading and governing end-to-end connected care operations, ensuring seamless, experience-led, digitally enabled, and operationally efficient patient journeys across clinics, hospitals, and extended care services.

The role ensures that all patient journeys are completed within defined SLAs, with high clinical integrity, operational excellence, and patient experience standards, while coordinating closely with medical, operational, and external provider stakeholders to deliver a closed-loop, patient-centered care model.

Referral Management & Care Continuity Governance

• Oversee end-to-end referral lifecycle (IP OP HHC Digital follow-up)

• Ensure referral completeness (clinical documentation, approvals, supporting data)

• Monitor referral turnaround times and adherence to SLA targets

• Utilize digital tools and systems to ensure real-time tracking and visibility of referral status

• Ensure seamless, patient-centered journey continuity with minimal delays or handoff gaps

• Ensure proper closure of all referral cases with documented outcomes

Clinical-Operational Coordination

• Collaborate with Connected Care Physicians on complex and escalated cases

• Align clinical decisions with operational execution across care settings

• Ensure safe and appropriate patient routing across providers and services

• Support resolution of clinical discrepancies or delays with providers

• Facilitate coordination between clinics, hospitals, and extended care services

• Promote digitally enabled coordination and reduce manual inefficiencies

SLA Management & Performance Monitoring

• Monitor and govern KPIs (referral turnaround time, SLA compliance, continuity metrics)

• Track patient experience impact related to delays, complaints, and service gaps

• Utilize dashboards and reporting tools for performance visibility and decision-making

• Identify operational bottlenecks and drive continuous improvement initiatives

• Apply operational excellence practices (LEAN, process optimization) to improve efficiency

• Ensure consistent adherence to SLA standards across all connected care pathways

Escalation Management & Issue Resolution

• Manage escalated and high-risk referral cases with structured intervention

• Ensure timely resolution with focus on patient safety and experience

• Lead service recovery actions for impacted patient journeys

• Identify root causes of recurring issues and implement preventive actions

• Track escalation trends and support system-level improvements

• Ensure escalation handling is responsive, empathetic, and outcome-driven

Stakeholder & Provider Engagement

• Build and maintain strong relationships with hospitals and external providers

• Align stakeholders on referral processes, SLA expectations, and experience standards

• Ensure consistency in service delivery across the provider network

• Promote digital adoption and standardized workflows across stakeholders

• Conduct regular coordination and performance alignment meetings

• Support integration across clinics, digital services, and extended care providers

Team Leadership & Capability Development

• Lead and manage Connected Care team members (Assistant Managers / Coordinators)

• Define clear roles, responsibilities, and performance expectations

• Embed a strong patient experience mindset and service excellence culture

• Drive adoption and effective utilization of digital systems and tools

• Coach team on SLA discipline, escalation handling, and coordination excellence

• Build team capability in problem-solving, ownership, and continuous improvement

Skills

• Strong understanding of healthcare operations and patient journey flows

• Experience in referral management and care coordination

• Knowledge of clinical workflows and provider engagement

• Strong stakeholder management and communication skills

• Ability to manage escalations and complex operational scenarios

• Data-driven mindset with ability to monitor KPIs and performance

• Leadership and team management capabilities

• Strong problem-solving and decision-making skills

• High attention to detail and process governance

• Ability to work in a fast-paced and dynamic environment

• Proficiency in digital systems and operational reporting tools

Education

Bachelor’s degree in Medicine