Clinical Care Coordinator

Role purpose Support Neko members through the care journey that follows their scan — ensuring referrals, follow-up actions, and clinical navigation are handled safely, efficiently, and with consistent empathy and clarity. As a Clinical Care Coordinator, you will own individual member cases end-to-end, working closely with the Clinical Care Lead, clinical teams, and external providers to ensure every referral is completed, every loop is closed, and no member falls through the gaps. This role is for someone who combines strong organisational skills with genuine care for people — someone who can hold complexity calmly and communicate with warmth and precision across clinical and non-clinical stakeholders. What you'll deliver in the first 6-12 Months - Members with referrals or follow-up needs receive timely, accurate, and empathetic coordination — with measurable improvements in referral completion rates and SLA adherence. - Insurance eligibility checks, prior authorisation requests, and specialist referral coordination are completed accurately and within defined timelines, reducing friction for members and clinical teams. - Case documentation, communication quality, and referral loop closure consistently meet Neko's quality standards — with cases handed off or escalated cleanly when required. - Complex or sensitive member situations are handled with sound judgement and escalated appropriately, ensuring safe and empathetic outcomes at every stage. Requirements • 2–4+ years' experience in patient navigation, referral coordination, care management, or healthcare operations • Strong understanding of US healthcare systems, including insurance eligibility, prior authorisation workflows, and specialist referral coordination • Experience working with EHRs or care coordination platforms (e.g. Epic, Athena, Elation, Salesforce Health Cloud, or similar) • Demonstrated ability to manage sensitive member situations with empathy, professionalism, and sound judgement • Strong organisational skills and meticulous attention to detail across complex, multi-step workflows • Excellent written and verbal communication skills — able to translate clinical information clearly for members and coordinate effectively with clinical and operational stakeholders • Comfortable working in fast-paced, evolving environments with changing priorities Preferred • Experience supporting multispecialty referral coordination or preventative healthcare models • Background in dermatology, cardiology, primary care, or similar referral-heavy specialties • Familiarity with QA processes, documentation standards, or SOP frameworks • Exposure to healthcare technology, digital health, or health-tech environments • Experience working within or alongside a clinical team in a high-volume care coordination setting