Clinical Care Lead

Neko Health • New York, NY

4d • $135,000 - $150,000

About The Position

As Clinical Care Lead, you are responsible for leading a team of Clinical Care Coordinators who support members following their Neko scans — particularly when referral is required.
You will be accountable for people leadership, performance management, quality assurance, and member experience outcomes, while remaining hands‑on in day‑to‑day operations. This role sits at the intersection of care, operations, and leadership — ensuring referrals are completed safely and efficiently, SLAs are consistently met, and members experience a high standard of clarity, empathy, and support.
The ideal candidate is a strong coach and operator: someone who sets clear standards, supports team performance, leads with empathy, and is comfortable stepping in to support complex cases when needed.

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

Nice To Haves

• Experience in dermatology, cardiology, primary care, or multispecialty referral coordination highly desirable.

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.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed
• Number of Employees: 101-250 employees