Clinical Operations Lead

Overview of the Role:

The Clinical Operations Lead ensures that every patient experiences a complete, connected, and well-supported journey from the clinical side — from first consultation through diagnosis, treatment planning, and treatment to follow-up. You will be the clinical team's consistent point of contact for patients and families, coordinate each step of the care pathway across treatment services, remove barriers that cause delays, and supervise the clinical coordination and support staff who keep the pathway running. The role works hand in hand with doctors, nursing, pharmacy, allied health, and patient services teams.

Key Responsibilities:

• Own the end-to-end clinical patient pathway: map each patient's next steps, track their progress, and ensure nothing is missed between consultation, investigations, treatment planning, treatment, and review

• Coordinate appointments, investigations, multidisciplinary reviews, treatment readiness, and follow-up across all treatment services so care is timely, sequenced correctly, and clearly communicated

• Act as the consistent clinical point of contact for patients and families: explain what happens next, answer questions, and provide practical and informational support throughout treatment

• Identify and resolve barriers to care — scheduling gaps, missing results or records, financial clearance, transport, or clinical readiness — and escalate clinical, safety, or experience concerns promptly to the treating team and Clinical Services Manager

• Keep doctors and the clinical team informed of each patient's pathway status, needs, and concerns; prepare patient lists and pathway updates for clinical meetings

• Supervise clinical coordination and support staff: daily allocation, rostering, coaching, competency, and performance

• Maintain accurate and confidential records of pathway status, communications, and patient preferences in the clinical information system

• Monitor pathway indicators (time to first treatment, delays, missed appointments, patient feedback) and lead improvements to the clinical patient experience

• Support compliance with clinical policies, patient safety, privacy, and accreditation requirements

Job Requirements:

• Bachelor's degree in Medicine with a valid STR and SIP, or an equivalent clinical qualification

• Minimum 3 years' clinical experience in a hospital or specialist centre; oncology experience strongly preferred

• Experience coordinating patient care across multiple departments or services, and at least 1–2 years supervising or leading a small team

• Strong understanding of care pathways, patient safety, and clinical documentation

• Warm, organised, and proactive communicator who builds trust with patients, families, and clinicians

• Fluent in Bahasa Indonesia and English