Manager – Medical Connected Care & Referral

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 GovernanceOversee 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 targetsUtilize digital tools and systems to ensure real-time tracking and visibility of referral statusEnsure seamless, patient-centered journey continuity with minimal delays or handoff gapsEnsure proper closure of all referral cases with documented outcomesClinical-Operational CoordinationCollaborate with Connected Care Physicians on complex and escalated casesAlign clinical decisions with operational execution across care settingsEnsure safe and appropriate patient routing across providers and servicesSupport resolution of clinical discrepancies or delays with providersFacilitate coordination between clinics, hospitals, and extended care servicesPromote digitally enabled coordination and reduce manual inefficienciesSLA Management & Performance MonitoringMonitor and govern KPIs (referral turnaround time, SLA compliance, continuity metrics)Track patient experience impact related to delays, complaints, and service gapsUtilize dashboards and reporting tools for performance visibility and decision-makingIdentify operational bottlenecks and drive continuous improvement initiativesApply operational excellence practices (LEAN, process optimization) to improve efficiencyEnsure consistent adherence to SLA standards across all connected care pathwaysEscalation Management & Issue ResolutionManage escalated and high-risk referral cases with structured interventionEnsure timely resolution with focus on patient safety and experienceLead service recovery actions for impacted patient journeysIdentify root causes of recurring issues and implement preventive actionsTrack escalation trends and support system-level improvementsEnsure escalation handling is responsive, empathetic, and outcome-drivenStakeholder & Provider EngagementBuild and maintain strong relationships with hospitals and external providersAlign stakeholders on referral processes, SLA expectations, and experience standardsEnsure consistency in service delivery across the provider networkPromote digital adoption and standardized workflows across stakeholdersConduct regular coordination and performance alignment meetingsSupport integration across clinics, digital services, and extended care providersTeam Leadership & Capability DevelopmentLead and manage Connected Care team members (Assistant Managers / Coordinators)Define clear roles, responsibilities, and performance expectationsEmbed a strong patient experience mindset and service excellence cultureDrive adoption and effective utilization of digital systems and toolsCoach team on SLA discipline, escalation handling, and coordination excellenceBuild team capability in problem-solving, ownership, and continuous improvement#J-18808-Ljbffr