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

Offres

Medical Connected Care & Referral