Senior Associate - Connected Care & Referral

Role 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 & Coordination:

• Manage end-to-end referral cases from initiation to closure
• Validate referral documentation (clinical notes, approvals, supporting data)
• Coordinate with providers and internal teams to ensure timely case progression
• Utilize digital systems to track referral status and updates
• Follow up on pending or delayed cases to ensure closure within SLA
• Ensure all cases are properly closed with complete documentation

2-Patient Journey Coordination & Continuity:

• Coordinate patient transitions across clinics, hospitals, HHC, and digital services
• Ensure smooth, clear, and supportive patient journey experience
• Assist in prioritization and handling of urgent and VIP cases
• Communicate updates and guidance to stakeholders as required
• Minimize patient delays and ensure continuity across all touchpoints
• Support service recovery actions when required

3-SLA Monitoring & Operational Follow-Up:

• Track daily referral turnaround times and SLA compliance
• Identify delays and proactively follow up with stakeholders
• Escalate cases at risk of SLA breach in a timely manner
• Maintain accurate tracking logs and case status updates
• Support performance monitoring and reporting activities
• Ensure adherence to operational processes and timelines

4-Escalation Handling & Issue Resolution Support:

• Investigate delayed or problematic referral cases
• Coordinate with providers and internal teams to resolve issues
• Support escalation handling under direction of Executive Manager
• Ensure timely resolution and proper closure of escalated cases
• Document issues and support root cause tracking
• Contribute to preventing recurrence of common issues

5-Stakeholder, Provider, Coordination & Communication:

• Coordinate daily with clinics, providers, and internal teams
• Provide timely and accurate updates on case status
• Ensure alignment between clinical and operational stakeholders
• Maintain clear, professional, and effective communication
• Support smooth coordination across care pathways
• Facilitate collaboration to ensure service continuity

6-Data Accuracy & Operational Reporting Support:

• Maintain accurate and up-to-date case records in systems
• Ensure completeness and correctness of referral data
• Utilize digital tools for tracking, reporting, and coordination
• Support data validation and reporting activities
• Identify trends in delays, issues, or performance gaps
• Contribute to improving data quality and system usage