My Care Team Leader

Join My Clinic , the leading multispecialty outpatient care provider in Saudi Arabia, where our mission to help people live longer, healthier, and happier lives drives everything we do. Since 2017, we've been at the forefront of healthcare, combining innovation with a deep commitment to care, collaboration, ambition, and responsibility. As we continue to grow and reach new heights, we're looking for passionate individuals who share our vision and values.

Job Summary:

The My Care Leader is responsible for overseeing the end-to-end care coordination operations for registered My Care patients. The role ensures continuity of care, proactive patient engagement, and delivery of a high-quality, personalized patient experience throughout the patient journey. This leader is accountable for team performance, patient satisfaction, care coordination quality, and alignment with My Care service standards and organizational objectives.

Primary Responsibilities:

1. Leadership & Team Management:

• Lead, coach, and manage the My Care Coordinator team to ensure consistent delivery of patient-centered care coordination.
• Set clear expectations, performance goals, and development plans aligned with My Care objectives.
• Foster a culture of accountability, empathy, collaboration, and service excellence.

2. Care Coordination & Patient Experience:

• Oversee ongoing patient engagement activities including follow-ups, appointment coordination, service facilitation, and patient inquiries.
• Ensure proactive care coordination that supports continuity, adherence, and long-term patient loyalty.
• Manage escalated patient cases, complaints, and complex care coordination scenarios.

3. Quality, Compliance & Governance:

• Ensure compliance with care coordination protocols, service standards, and patient experience frameworks.
• Maintain strict adherence to patient confidentiality, data privacy, and regulatory requirements.
• Monitor quality outcomes and implement corrective actions where needed.

4. Performance Management & Optimization:

• Own and monitor key performance indicators such as patient engagement rates, follow-up completion, satisfaction scores, service utilization, and quality outcomes.
• Use data insights to optimize workflows, staffing models, and patient touchpoints.
• Lead continuous improvement initiatives to enhance efficiency, patient outcomes, and experience.

5. Cross-Functional Collaboration:

• Work closely with clinical leadership, operations, patient experience, and support teams to align care delivery and resolve systemic issues.
• Support the implementation of new My Care services, tools, and care models.

Education / Professional Qualifications:

• Bachelor’s degree in healthcare administration, Nursing, Business Administration, or a related field (preferred).
• Minimum 5+ years of experience in healthcare operations, care coordination, patient experience, or service leadership roles.
• Prior experience managing patient-facing teams in a healthcare or care coordination environment is strongly preferred.

Experts & Skills:

1. Strong leadership presence with the ability to inspire, guide, and develop teams.
2. Advanced problem-solving and decision-making skills.
3. High emotional intelligence and patient-centric leadership approach.
4. Strong analytical skills and performance management capability.
5. Ability to manage complexity leads to change effectively.