Senior Associate - Connected Care & Referral

Job DescriptionRole Purpose: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. 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.Key Accountabilities:1-Referral Case Management & CoordinationManage end-to-end referral cases from initiation to closureValidate referral documentation (clinical notes, approvals, supporting data)Coordinate with providers and internal teams to ensure timely case progressionUtilize digital systems to track referral status and updatesFollow up on pending or delayed cases to ensure closure within SLAEnsure all cases are properly closed with complete documentation2-Patient Journey Coordination & ContinuityCoordinate patient transitions across clinics, hospitals, HHC, and digital servicesEnsure smooth, clear, and supportive patient journey experienceAssist in prioritization and handling of urgent and VIP casesCommunicate updates and guidance to stakeholders as requiredMinimize patient delays and ensure continuity across all touchpointsSupport service recovery actions when required3-SLA Monitoring & Operational Follow-UpTrack daily referral turnaround times and SLA complianceIdentify delays and proactively follow up with stakeholdersEscalate cases at risk of SLA breach in a timely mannerMaintain accurate tracking logs and case status updatesSupport performance monitoring and reporting activitiesEnsure adherence to operational processes and timelines4-Escalation Handling & Issue Resolution SupportInvestigate delayed or problematic referral casesCoordinate with providers and internal teams to resolve issuesSupport escalation handling under direction of Executive ManagerEnsure timely resolution and proper closure of escalated casesDocument issues and support root cause trackingContribute to preventing recurrence of common issues5-Stakeholder, Provider, Coordination & CommunicationCoordinate daily with clinics, providers, and internal teamsProvide timely and accurate updates on case statusEnsure alignment between clinical and operational stakeholdersMaintain clear, professional, and effective communicationSupport smooth coordination across care pathwaysFacilitate collaboration to ensure service continuity6-Data Accuracy & Operational Reporting SupportMaintain accurate and up-to-date case records in systemsEnsure completeness and correctness of referral dataUtilize digital tools for tracking, reporting, and coordinationSupport data validation and reporting activitiesIdentify trends in delays, issues, or performance gapsContribute to improving data quality and system usageSkillsGood understanding of healthcare workflows and patient journey coordinationExperience in referral handling, case management, or coordination rolesStrong communication and stakeholder coordination skillsAbility to manage multiple cases and prioritize effectivelyAttention to detail and accuracy in documentationProblem-solving and issue resolution capability Ability to work under pressure and manage operational demandsProficiency in Excel and operational tracking toolsBasic understanding of healthcare systems and digital toolsEducationBachelor’s degree in Healthcare Management, Nursing, Business Administration, or related field#J-18808-Ljbffr