Responsibilities:

• Team Leadership & People Management
• Lead, coach, and support a team of Clinical Care Coordinators, creating a culture of quality, accountability, and psychological safety.
• Own day‑to‑day people management, including 1:1s, performance reviews, development planning, and feedback.
• Support onboarding, training, and ongoing capability development of new and existing team members.
• Ensure appropriate coverage, workload balance, and wellbeing across the team.
• Act as a role model for Neko’s values, tone of voice, and member‑first mindset.
• Quality Assurance & Performance - Own quality assurance for the care coordination function, including:
• Case reviews
• Documentation standards
• Referral loop closure
• Communication quality
• Define and monitor key performance metrics (e.g. SLAs, referral completion rates, time‑to‑appointment).
• Identify performance gaps or risks early and implement coaching or process improvements.
• Ensure consistent adherence to SOPs, clinical escalation pathways, and quality standards.
• Support audits and contribute to continuous improvement of QA frameworks.
• Member Experience & Hands‑On Support
• Maintain close proximity to the member experience by supporting complex, escalated, or high‑sensitivity cases.
• Step in to assist with referrals, insurance challenges, prior authorisations, or member communication where needed.
• Ensure escalation handling is calm, empathetic, and aligned with Neko’s experience principles.
• Champion the voice of the member, ensuring feedback and insights are shared upstream.
• Referral Operations - Oversee referral coordination workflows ensuring:
• Insurance checks and directory lookups are accurate
• Prior authorisations are completed correctly and on time
• Outcomes are reliably fed back into Neko systems
• Partner with clinical, support, and operations stakeholders to resolve systemic issues.
• Ensure referral cases are tracked end‑to‑end: Referred → Booked → Seen → Report Received
• Escalation & Clinical Safety
• Act as a point of escalation for urgent or complex clinical and member experience issues.
• Ensure clinical findings are escalated appropriately and quickly to Neko clinicians.
• Support the team in navigating sensitive conversations and complex healthcare scenarios.
• Maintain a calm, reassuring presence during escalations — for both members and team.
• Uphold and enforce rigorous patient data confidentiality standards, ensuring all member information is managed securely, accurately, and in full compliance with regulatory and internal privacy and security protocols.
• Tools, Systems & Continuous Improvement
• Ensure team members use CRM, EHR, and care‑coordination systems consistently and correctly.
• Partner with leadership to improve workflows, tooling, automation, and reporting.
• ranslate frontline insights into clear recommendations for process and product improvements.

Requirements:

• 3–5+ years’ experience in patient navigation, referral coordination, care management, or healthcare operations.
• Previous people leadership experience, including coaching, performance management, and team development.
• Strong working knowledge of US healthcare systems, including:
• Insurance eligibility and network rules
• Prior authorisation workflows
• Specialist referral coordination
• Experience in dermatology, cardiology, primary care, or multispecialty referral coordination highly desirable.
• Familiarity with EHRs or care‑coordination platforms (Epic, Athena, Elation, Salesforce Health Cloud, or similar).
• Strong leadership presence with a supportive, coaching‑led style.
• Excellent judgement in balancing quality, scalability, and member experience.
• Highly organised, with strong attention to detail and follow‑through.
• Comfortable managing complexity, ambiguity, and change.
• Clear, calm communicator — trusted by both team members and clinical stakeholders.
• A hands‑on operator who is willing to step into the work when needed

135000 - 150000 USD a year