Mission

At Neko Health, our mission is to deliver proactive healthcare for all—empowering members to take control of their health through cutting-edge technology and compassionate care.

Role Purpose

As Clinical Care Lead, you will lead a team of Clinical Care Coordinators supporting members after their Neko scans, particularly where referrals, follow-up care, or additional clinical navigation are required.

You will combine people leadership, operational oversight, and hands-on care coordination to ensure referrals are completed safely, efficiently, and with a consistently high standard of empathy and clarity. This role sits at the intersection of care delivery, operational excellence, and leadership — ensuring strong quality standards, timely follow-up, and a seamless member experience.

You will foster a culture grounded in accountability, psychological safety, and member-first care while remaining close to day-to-day operations, stepping in when complex clinical or member situations require additional support.

What You’ll Deliver in the First 6–12 Months

· Build and stabilise a high-performing Clinical Care Coordination team with measurable improvements in referral completion, SLAs, and member experience outcomes (Member-first, always).

· Implement robust quality assurance frameworks covering case reviews, documentation standards, communication quality, and referral loop closure (Hard truths, high hopes).

· Establish clear referral workflows that ensure accurate insurance checks, timely prior authorisations, and reliable outcome tracking (Tech-enabled, human-centred).

· Strengthen escalation pathways for complex clinical and member experience cases, ensuring safe, empathetic, and efficient handling (Member-first, always).

· Partner with clinical, operational, and product stakeholders to improve workflows, tooling, and care coordination scalability (Chase 10X, not 10%).

· Embed a strong coaching culture that supports team development, wellbeing, and consistent delivery of high-quality care coordination.

Minimum Qualifications

· 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 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, attention to detail, and ability to manage complex workflows.

· Excellent communication skills with the ability to build trust across clinical, operational, and member-facing stakeholders.

· Comfort 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.

· Experience contributing to QA frameworks, SOP development, or operational scaling initiatives.

· Exposure to healthcare technology, digital health, or health-tech environments.

· Experience leading process improvement or workflow optimisation initiatives.

About titles at Neko

We use a simplified internal title framework that prioritises clarity over hierarchy, so internal titles may differ from market‑facing role titles. Scope, impact and level of the role are fully aligned and will be clearly discussed throughout the process.

Hiring Process

Candidates progress from application and structured screening through thoughtfully designed interviews culminating in a formal offer and final pre-employment checks before joining the team.

Equal Opportunity & Inclusion Statement

Neko Health is committed to inclusive hiring and member-first care. We welcome candidates from all backgrounds and encourage you to request reasonable adjustments to support your application.

Compensation Range: $135K - $150K