The role will be part of the Operations team and will manage Intellect’s Care Operations team so as to offer a best-in-class medical network spanning across and beyond Asia so as to meet our customer needs. This role will be managing operational teams for helpline and therapy, network expansion and engagement. Tasks include driving the development and implementation of operational processes and Service Level Agreements (SLAs), demand and supply mapping, proactive network acquisition planning, while working closely with internal and external stakeholders to ensure operational performance, efficiency and quality.
Main Duties/Responsibilities
- Development and implementation of internal and external processes and service level agreements (SLAs)
- Continued monitoring and evaluation of SLAs to ensure performance and quality of care
- Establish proper governance over work/project plans and map operational resources required for successful implementation
- Strategic forecasting and planning for proactive and effective acquisition of internal and external network partners
- Key liaison with internal and external partners in operational setup and implementation, continued account management and operational requirements, performance reporting and review, ensure adherence to business and contractual agreements.
- Metrics tracking and ownership to drive a successful network of service providers (helpline rangers and therapists) so as to achieve effective and high quality service delivery to meet customer needs
- Project management and end-to-end implementation
- Stay abreast of changes and/or updates in relevant policies, procedures, and regulations
- Collaboration with internal commercial, clinical and strategy teams for alignment with commercial demand, internal policies and processes.
- Work closely with product and tech team for solutioning and implementation
- Apply business management techniques to propose business decisions that impact cross-functional teams, internal and external partners
- Bachelor’s Degree or equivalent work experience
- More than 8 years of experience in the Healthcare / Patient experience-related industry, preferably experience in Employee Assistance Program (EAP) operations
- Demonstrate understanding of healthcare, call center, benefits, clinical programs and setup is preferable
- Demonstrable track record of managing third party relationships
- Strong operational background, able to get hands on in developing processes, policies and SLAs from ground-up.
- Experience managing remote teams across multiple locations
- Thrive in meeting tight deadlines and managing priorities under pressure
- Strong facilitation and organisational development skills
- Open to candidates in Singapore and Malaysia
- Work in a diverse environment with people from over 10 countries
- A generous leave policy
- Work flexibility
- 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
- Quarterly mental health day 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
