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Intellect

Care Excellence Associate

Intellect

Operations & Excellence Associate supporting seamless mental health care delivery through user and provider coordination across multiple communication channels.

Posted 7/22/2026full-timeRemote • 🇵🇭 PhilippinesJuniorMid-LevelWebsite

Core Competencies

Role fit
Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates strong operational management capabilities, including effective communication, issue resolution, and adherence to quality standards. Proficient in managing user and provider interactions while supporting operational workflows and improvement initiatives.

Highest-signal resume keywords
Bachelor's DegreeCustomer Support ExperienceGoogle Workspace ProficiencyStrong Verbal And Written CommunicationSLA-Driven Operations Familiarity

ATS Keywords

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Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills
Operational ManagementSession ManagementDocumentation AccuracyEscalation ManagementProcess ImprovementData TrackingOperational ReportingMultitaskingProblem-SolvingAutomation Opportunities
Soft Skills
EmpathyProfessionalismAttention To DetailOrganizational SkillsCommunication Skills
Tools & Technologies
FreshDeskZendeskOperational ToolsDashboards
Industry Keywords
HealthcareMental HealthWellnessCustomer SupportOperations

About the role

Key responsibilities & impact
  • 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

Requirements

What you’ll need
  • - 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

Comp & perks
  • **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