The role will be part of the Care Operations team and will manage Intellect’s mental healthcare provider and helpline responder network so as to offer the best-in-class medical network spanning across and beyond Asia. This is a data-heavy role that is responsible for ensuring the success of our provider network through daily tracking of metrics and implementation of initiatives to drive provider availability and capacity, volume of sessions, reduce no shows and rescheduling, improve session ratings amongst other metrics.
This role will support the development and implementation of operational processes and Service Level Agreements (SLAs), while working closely with internal and external stakeholders to ensure operational performance, efficiency and quality.
- Metrics tracking and reporting for data-backed recommendations to the management
- Driving volume of sessions: Key person in charge of daily tracking of providers availability, engaging with provider network to drive increase in committed hours and ensuring availabilities are up to date;
- Driving successful session delivery: Data tracking and real time monitoring of any session cancellations and no-shows, for immediate investigation and rectification;
- Driving quality of sessions: Monitoring of metrics related to quality of session to identify providers or issues related to quality for further improvement;
- Support provider operational matters including the:
- Implementation of data-backed initiatives to meet SLAs and performance metrics
- Development and implementation of processes, SOPs and SLAs, with continuous refinement and monitoring
- Drive network database tracking for supply and capabilities requirements planning.
- Strong project and stakeholder management skills to lead data-driven strategies with the aim of driving high quality of service delivery for strong customer satisfaction
- Keep abreast of regulatory and competitive landscape in relation to providers in the region
Requirements
- 1-4 years of experience in an operations or data analyst role
- Preferably with data and/or operational background in a healthcare space (but not mandatory)
- Strong data and project management capabilities to lead and drive data-driven initiatives
- Used to meeting tight deadlines and managing priorities under pressure
- Open to candidates based in Malaysia, Philippines and Indonesia
Benefits
- Work in a diverse environment with people from over 10 countries
- A generous leave policy
- Flexible work schedules
- Medical coverage
- Annual Wage Supplement (Bonus)
- Christmas Leave (The team takes the whole Christmas week off separate from our leave policy)
- Birthday Leave (1 day)
- Holidays off
- Mental health benefits (Premium access to our app!)
- Work-life balance and employee wellness
- Regular social events where we have non work-related fun
