Care Excellence Associate

Overview

Support the delivery of high-quality, seamless mental health care experiences across the user and provider ecosystem, combining operations, service excellence, and care navigation/coordination.

What you'll do

• Manage and respond to user and provider queries across email, chat, and calls within defined SLAs.
• Support session management processes including bookings, rescheduling, cancellations, and escalations.
• Coordinate closely with internal teams to ensure timely issue resolution and seamless care delivery.
• Provide high-touch support for sensitive or complex operational cases where required.
• Ensure accurate documentation and updates across operational systems and trackers.
• Deliver a positive and empathetic experience across all user and provider touchpoints.
• Identify operational gaps, recurring concerns, and service risks proactively.
• Support escalation management and service recovery efforts.
• Maintain quality standards and adherence to SOPs across operational workflows.
• Assist in monitoring provider compliance, responsiveness, and operational performance.
• Support day-to-day operational workflows and cross-functional coordination.
• Assist with maintaining trackers, dashboards, operational reports, and process documentation.
• Contribute to operational improvement initiatives and automation opportunities.
• Ensure operational data and records remain accurate and up to date.
• Support implementation of new workflows, services, or operational processes.
• Communicate professionally and clearly with users, providers, and internal stakeholders.
• Handle calls confidently while maintaining empathy and professionalism.
• Collaborate effectively with Care Operations, Clinical, Product, and Commercial teams.
• Escalate risks, blockers, or urgent concerns in a timely manner.

What you'll need

• Bachelor's degree with minimum 1 year of relevant experience in operations, customer support, healthcare, or related fields.
• Strong verbal and written communication skills.
• Comfortable handling communication across email, chat, and calls.
• Strong organisational and multitasking abilities.
• Ability to work in a fast-paced and high-volume environment.
• High level of empathy, professionalism, and attention to detail.
• Comfortable working flexible shifts, including weekends, public holidays, or rotational schedules where required.
• Proficiency in Google Workspace and operational tools/platforms like FreshDesk or Zendesk.

Nice to have

• Experience in healthcare, mental health, wellness, customer support, or operations environments.
• Familiarity with SLA-driven operations and escalation management.
• Process-oriented mindset with interest in operational excellence and automation.
• Strong ownership and problem-solving approach.

Details

• Location: Philippines; India.
• Flexible shifts may include weekends, public holidays, or rotational schedules.