Operational Support Specialist

This is a fully remote position, open to applicants in Philippines.

📋 Description

• Provide support for clinical operations to practitioners during both standard operating hours and outside of typical Australian HQ office hours.

• Address practitioner inquiries through tickets, email, and internal platforms while adhering to agreed Service Level Agreements (SLAs).

• Troubleshoot and resolve issues related to operations, scheduling, and systems, escalating matters when necessary.

• Manage patient rescheduling and pinpoint the closest available appointment slots.

• Establish new practitioner accounts and execute precise data entry practices while safeguarding sensitive information.

• Assist new practitioners in understanding internal systems, tools, and procedures; troubleshoot any setup challenges.

• Aid in the management of practitioner scheduling, shift modifications, availability, and updates to the Deputy roster.

• Oversee and prioritize ticket queues, quiz evaluations, callbacks, and communication with practitioners.

• Achieve operational objectives including resolving 8 tickets per hour, maintaining a 24-hour response SLA for practitioners, a 12-hour initial quiz processing SLA, and ensuring a maximum 24-hour wait time for patient callbacks.

• Detect queue backlogs, potential service risks, workflow bottlenecks, and address or escalate issues as appropriate.

• Collaborate with Operations, Customer Success, Registered Nurses, practitioners, and other internal teams.

• Keep records and documentation, prepare reports, carry out data entry, manage emails, and support ongoing improvement initiatives.

⛳️ Requirements

• Minimum of 2 years of experience in customer support, administrative support, or a similar capacity.

• Exceptional written and verbal communication abilities in English.

• Capacity to effectively manage patient queues, ensuring prompt access to healthcare services.

• Robust problem-solving skills, with a knack for swiftly diagnosing operational issues, identifying root causes, and implementing effective solutions.

• Ability to analyze operational challenges with a strategic perspective, balancing immediate problem resolution with long-term enhancements to workflows, capacity, and service delivery.

• Prior experience working with clients from Australia, the United States, or the United Kingdom.

• Familiarity with the healthcare industry is a plus.

• Proficiency in Google Sheets, Slack, and Deputy, and the capability to adapt quickly to new systems or platforms (preferred).

• Knowledge of conflict resolution and de-escalation techniques (preferred).

• Comfortable operating within defined KPIs and SLAs while keeping the focus on patient and practitioner experience (preferred).

• Dependable computer, high-speed internet connection, and a quiet, dedicated workspace for remote work.

• Currently residing in the Philippines and legally authorized to work there.

🏝️ Benefits

• 100% Remote Work

• 13th Month Pay

• Healthcare (HMO)

• Comprehensive Fringe Benefits package

• Paid Service Incentive Leave (SIL)

• Paid Philippines Holidays

• Free Learning and Development Programs