Senior Associate - Connected Care&Referral

<div><p>Role Purpose:</p><p>Is responsible for executing connected care operations, ensuring efficient, accurate, digitally supported, and experience-driven referral coordination and patient journey management across clinics, hospitals, and extended care services.</p><p>The role ensures timely case progression, SLA adherence, and effective coordination with internal and external stakeholders, supporting seamless care continuity and high standards of patient experience.</p><h3>Key Accountabilities:</h3><h3>1-Referral Case Management&Coordination:</h3><ul><li>Manage end-to-end referral cases from initiation to closure</li><li>Validate referral documentation (clinical notes, approvals, supporting data)</li><li>Coordinate with providers and internal teams to ensure timely case progression</li><li>Utilize digital systems to track referral status and updates</li><li>Follow up on pending or delayed cases to ensure closure within SLA</li><li>Ensure all cases are properly closed with complete documentation</li></ul><h3>2-Patient Journey Coordination&Continuity:</h3><ul><li>Coordinate patient transitions across clinics, hospitals, HHC, and digital services</li><li>Ensure smooth, clear, and supportive patient journey experience</li><li>Assist in prioritization and handling of urgent and VIP cases</li><li>Communicate updates and guidance to stakeholders as required</li><li>Minimize patient delays and ensure continuity across all touchpoints</li><li>Support service recovery actions when required</li></ul><h3>3-SLA Monitoring&Operational Follow-Up:</h3><ul><li>Track daily referral turnaround times and SLA compliance</li><li>Identify delays and proactively follow up with stakeholders</li><li>Escalate cases at risk of SLA breach in a timely manner</li><li>Maintain accurate tracking logs and case status updates</li><li>Support performance monitoring and reporting activities</li><li>Ensure adherence to operational processes and timelines</li></ul><h3>4-Escalation Handling&Issue Resolution Support:</h3><ul><li>Investigate delayed or problematic referral cases</li><li>Coordinate with providers and internal teams to resolve issues</li><li>Support escalation handling under direction of Executive Manager</li><li>Ensure timely resolution and proper closure of escalated cases</li><li>Document issues and support root cause tracking</li><li>Contribute to preventing recurrence of common issues</li></ul><h3>5-Stakeholder, Provider, Coordination&Communication:</h3><ul><li>Coordinate daily with clinics, providers, and internal teams</li><li>Provide timely and accurate updates on case status</li><li>Ensure alignment between clinical and operational stakeholders</li><li>Maintain clear, professional, and effective communication</li><li>Support smooth coordination across care pathways</li><li>Facilitate collaboration to ensure service continuity</li></ul><h3>6-Data Accuracy&Operational Reporting Support:</h3><ul><li>Maintain accurate and up-to-date case records in systems</li><li>Ensure completeness and correctness of referral data</li><li>Utilize digital tools for tracking, reporting, and coordination</li><li>Support data validation and reporting activities</li><li>Identify trends in delays, issues, or performance gaps</li><li>Contribute to improving data quality and system usage</li></ul></div>#J-18808-Ljbffr