As an Operations Specialist, you will be an integral part of the Strategic Wellness Advisory Team and responsible for the operational success of our mental health benefits platform to our key strategic and large client accounts.
- Client Engagement
- Lead the coordination and management of the operational set-up and requests for client delivery (i.e. onsite events, webinars etc.)
- Engage with users via email, chat, and call to provide support on Intellect’s services.
- Offer comprehensive information on available resources and options, empowering informed decision-making - this includes but is not limited to guiding users to select the right type of care based on their needs, clarifying differences between services, and assisting in booking appointments.
- Deployment:
- Support provider sourcing and engagement in partnership with the Care Operations team to deliver client outcomes.
- Navigating administrative processes like financial assistance, responding to emails, booking in-person sessions.
- Manage provider logistical administration around sourcing and payment.
- Operational Rollouts:
- Tracking of operational data and metrics, analysis of insights and driving projects to achieve outcomes.
- Implement and continue monitoring of internal and external processes and service level agreements (SLAs) across operational demands.
- Collaborate with internal teams (commercial, clinical, product) teams for alignment with commercial demand and to collaborate on implementation.
- Collaborate effectively with team members based in the Singapore timezone, while accommodating communication and workflow requirements for clients primarily located in EMEA time zones.
Requirements
- Experience within the tech startup space and ideally (but not required) within the Healthcare / Patient experience-related / Employee Assistance Program (EAP) industry.
- Strong operational background, able to get hands on in developing and ensuring adherence to processes from ground-up.
- Strong in data management, project management and scenarios analysis utilising spreadsheets and databases.
- Effective in communication and in working on projects cross-functionally.
- Thrive in meeting tight deadlines and managing priorities under pressure
