Care Excellence Associate
New
I
IntellectHealthcare
PhilippinesFull-TimeMiddle
Salary not disclosed
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Job Details
- Experience
- Min 1 year of relevant experience
- Required Skills
- Process improvementCustomer supportGoogle WorkspaceZendesk
Requirements
- Bachelor’s degree
- 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
- Proficiency in Google Workspace
- Proficiency in operational tools/platforms like FreshDesk or Zendesk
Responsibilities
- 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
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