Care Excellence Associate

This is a fully remote position, open to applicants in Philippines, +1 more country.

📋 Description

• Oversee and address inquiries from users and providers through email, chat, and calls while adhering to established SLAs.

• Assist with session management tasks, including bookings, rescheduling, cancellations, and escalations.

• Collaborate closely with internal teams to guarantee prompt issue resolution and smooth care delivery.

• Offer high-touch support for sensitive or intricate operational cases when necessary.

• Ensure precise documentation and updates across operational systems and trackers.

• Provide a positive and empathetic experience for all user and provider interactions.

• Proactively identify operational gaps, recurring issues, and service risks.

• Aid in escalation management and service recovery initiatives.

• Uphold quality standards and compliance with SOPs throughout operational workflows.

• Assist in monitoring provider compliance, responsiveness, and operational performance.

• Support daily operational workflows and ensure effective cross-functional coordination.

• Help maintain trackers, dashboards, operational reports, and process documentation.

• Contribute to initiatives aimed at operational improvement and automation opportunities.

• Ensure that operational data and records are accurate and up-to-date.

• Support the implementation of new workflows, services, or operational processes.

• Communicate professionally and clearly with users, providers, and internal stakeholders.

• Handle calls with confidence while maintaining empathy and professionalism.

• Collaborate effectively with Care Operations, Clinical, Product, and Commercial teams.

• Timely escalate risks, blockers, or urgent issues.

⛳️ Requirements

• Bachelor’s degree with at least 1 year of relevant experience in operations, customer support, healthcare, or related fields.

• Excellent verbal and written communication skills.

• Comfortable managing communications via email, chat, and calls.

• Strong organizational and multitasking capabilities.

• Ability to thrive in a fast-paced and high-volume work environment.

• High level of empathy, professionalism, and meticulous attention to detail.

• Willingness to work flexible shifts, including weekends, public holidays, or rotational schedules as needed.

• Proficient in Google Workspace and operational tools/platforms like FreshDesk/Zendesk.

• **Good to have:**

• Experience in healthcare, mental health, wellness, customer support, or operational settings.

• Familiarity with SLA-driven operations and escalation management.

• Process-oriented mindset with an interest in operational excellence and automation.

• Strong sense of ownership and a problem-solving approach.

🏝️ Benefits

• **Why You’ll Love Working With Us:**

• **Global company** – collaborate in a diverse environment with colleagues from nearly 20 countries.

• **Generous leave policy** – ample time off to rest and rejuvenate.

• **Christmas week off** – enjoy a company-wide break during Christmas, in addition to annual leave.

• **Birthday leave** – take a day off to celebrate your birthday.

• **Quarterly mental health days** – one day off each quarter to focus on your wellbeing.

• **Flexible work arrangements** – work in a manner that aligns with your lifestyle and goals.

• **Work-life balance** – a culture that prioritizes personal time and long-term wellness.

• **Medical coverage** – comprehensive insurance for your peace of mind.

• **Performance bonus** – recognition and rewards for high performance.

• **Development budget** – annual allowance to support your professional growth.

• **Mental health support** – premium access to our mental health app and resources, along with a dedicated budget for clinical and psychiatric care.

• **Socials and communities** – regular non-work events and activities to connect and enjoy together.