# Care Excellence Associate

> Intellect · Philippines (Remote) · — · Posted 2026-06-01

**Workplace:** remote

## Description

We are looking for an Operations & Excellence Associate to support the delivery of high-quality, seamless mental health care experiences across our user and provider ecosystem.

This role sits at the intersection of operations, service excellence, and care navigation/coordination. The ideal candidate is highly organised, empathetic, operationally reliable, and comfortable managing communication across multiple channels including email, chat, and calls.

You will play a key role in ensuring smooth day-to-day operations, timely support resolution, provider coordination, session management, and overall service quality while contributing to continuous operational improvements.

**User & Provider Support**

-   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

**Care Excellence & Service Quality**

-   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

**Operations & Coordination**

-   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

**Communication & Stakeholder Management**

-   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

## Requirements

-   Bachelor’s degree with min 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/ Zendesk

**Good 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

## Benefits

**Why You’ll Love Working With Us:**

-   **Global company** – work in a diverse environment with people from nearly 20 countries
-   **Generous leave policy** – time off to rest and recharge
-   **Christmas week off** – company-wide break during Christmas, separate from annual leave
-   **Birthday leave** – enjoy a day off on your birthday
-   **Quarterly mental health days** – one day off every quarter to focus on your wellbeing
-   **Flexible work arrangements** – work in a way that suits your lifestyle and goals
-   **Work-life balance** – a culture that values personal time and long-term wellness
-   **Medical coverage** – comprehensive insurance for peace of mind
-   **Performance bonus** – high performance is recognised and rewarded
-   **Development budget** - annual allowance to support your professional development
-   **Mental health support** – premium coaching access to our mental health app and resources & dedicated budget for clinical and psychiatric care
-   **Socials** **and communities** – regular non-work events/activities to connect and have fun together

## Apply

[Apply at Intellect](https://apply.workable.com/intellecthq/j/E802F87C18/apply)

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