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Company Description
Kaelo provides essential healthcare solutions ensuring the physical and psychosocial wellbeing of all South Africans towards lasting social change. Kaelo meets the Healthcare needs of Corporate and Retail clients across South Africa – products offerings include Medical Insurance, Medical Aid, Gap Insurance, Kaelo Money and employee assistance programmes.
Job Description
The Clinical Coordinator provides operational coordination and administrative support to the Head of Clinical Operations across the Case Management, Virtual Care, and Patient Management departments. The role is responsible for coordinating daily operational activities, monitoring departmental performance, supporting Team Leaders, facilitating communication between departments, tracking key performance indicators (KPIs), and ensuring operational processes are consistently followed.
The Clinical Coordinator does not directly manage departmental staff but works closely with Team Leaders to ensure operational objectives are achieved and that patient care delivery remains efficient, compliant, and patient-centred.
Key Responsibilities
Operational Coordination
- Coordinate daily operations across Case Management, Virtual Care, and Patient Management.
- Monitor workflows and identify operational bottlenecks.
- Ensure effective communication and collaboration between departments.
- Assist with implementing operational improvements and standardised processes.
- Support business continuity across departments during periods of high demand or staffing shortages.
Team Leader Support and Accountability
- Work closely with Team Leaders to monitor departmental performance.
- Track completion of Team Leader responsibilities and agreed action plans.
- Follow up on outstanding operational tasks and deadlines.
- Escalate operational concerns, risks, and performance issues to the Head of Clinical Operations.
- Coordinate regular operational meetings and document action items.
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Performance Monitoring
- Monitor departmental KPIs, productivity, service levels, and quality indicators.
- Prepare daily, weekly, and monthly operational reports.
- Analyse trends and identify opportunities for improvement.
- Maintain operational dashboards and performance trackers.
- Ensure accurate and timely reporting across all departments.
Quality and Compliance
- Monitor adherence to organisational policies, clinical pathways, and operational procedures.
- Support quality improvement initiatives.
- Assist with audit preparation and follow-up on corrective actions.
- Ensure documentation standards are maintained.
- Report operational risks and compliance concerns.
Resource Coordination
- Assist with workforce planning and daily staffing coordination.
- Monitor leave schedules and staffing coverage with Team Leaders.
- Coordinate cross-functional support where required.
- Assist with onboarding, training and orientation of new team members.
Communication and Stakeholder Coordination
- Act as the central point of coordination between the Head of Clinical Operations and operational teams.
- Coordinate departmental meetings and distribute minutes and action plans.
- Facilitate communication between departments to improve patient flow and service delivery.
- Support implementation of new operational initiatives.
Project and Process Improvement
- Support implementation of new workflows and operational projects.
- Coordinate project timelines and follow-up activities.
- Monitor implementation of improvement initiatives.
- Assist with change management activities across departments.
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Key Performance Indicators (KPIs)
- Timely completion of operational action items.
- Departmental KPI reporting completed accurately and on time.
- Reduction in unresolved operational issues.
- Compliance with standard operating procedures.
- Team Leader accountability and completion of assigned responsibilities.
- Improvement in patient flow and operational efficiency.
- Timely escalation of operational risks.
- Successful coordination of departmental meetings and follow-up actions.
Qualifications
Experience
- 3–5 years' experience in a clinical operations or healthcare coordination role.
- Experience working with multiple operational departments.
- Experience with performance reporting and KPI monitoring.
- Experience supporting operational leaders.
Knowledge
- Clinical operations and patient flow.
- Case management processes.
- Virtual care service delivery.
- Patient management operations.
- Healthcare quality and compliance standards.
- Workforce coordination.
- Operational reporting.
Skills
- Strong organisational and coordination skills.
- Excellent communication and interpersonal skills.
- Ability to prioritise multiple competing demands.
- Strong analytical and problem-solving abilities.
- Advanced reporting and Microsoft Excel skills.
- Meeting facilitation and follow-up.
- Attention to detail.
- Ability to build collaborative relationships across teams.
Additional Information
Personal Attributes
- Highly organised.
- Proactive and solution-focused.
- Professional and confidential.
- Resilient under pressure.
- Adaptable and flexible.
- Strong accountability and ownership.
- Positive team player.
- Continuous improvement mindset.
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