Service Operations Lead

7 months ago

Kuala Lumpur, Malaysia Intellect Full time

As the Service Operations Lead at Intellect, you will play a pivotal role in shaping the patient experience, ensuring service excellence, and optimising operational performance. Within your scope, you will also oversee the customer support team, ensuring timely and effective assistance to patients and stakeholders, and the care navigation team, ensuring patients receive seamless support in navigating their mental health journey. Additionally, you will lead initiatives to enhance service quality, efficiency, and effectiveness across the organisation, driving a culture of continuous improvement and excellence.
- Develop and implement strategies to enhance the overall patient experience
- Lead initiatives to gather patient feedback, analyse insights, and drive continuous improvement in service delivery
- Oversee the customer support team, ensuring timely and effective assistance to patients and stakeholders, addressing inquiries, resolving issues, and promoting service excellence
- Manage the care navigation team, ensuring patients receive seamless support in navigating their mental health journey, accessing appropriate services, and coordinating care
- Develop and maintain standards for patient communication, education, and engagement to promote positive outcomes and wellness
- Collaborate with clinical teams to ensure seamless patient journeys, from initial consultation to ongoing support and follow-up care
- Support initiatives to enhance service quality, efficiency, and effectiveness across all aspects of the organisation
- Monitor key performance indicators related to patient satisfaction, service quality, operational efficiency, and patient outcomes, and develop action plans to address areas for improvement
- Lead training and development programs for staff members to enhance their skills in patient-centred care, empathy, service excellence, and continuous improvement
- Stay informed about industry trends, best practices, and emerging technologies to drive innovation and maintain a competitive edge in service delivery
- Foster a culture of service excellence, patient-centred care, and continuous improvement across the organisation
- Make outbound calls to customers to check on their experience, ensure their satisfaction, and identify areas for improvement
- Receive and resolve more complicated and cases that are escalated from frontline customer service agents
- Develop and implement process improvements to increase efficiency and effectiveness of customer service operations
- Work with cross-functional teams to identify and implement solutions to improve the customer experience

**Requirements**:

- Bachelor's degree in healthcare management, psychology, business administration, or related field
- Proven experience in a patient experience, customer service, or operations leadership role, preferably in the healthcare or mental health industry
- Strong understanding of patient-centred care principles, service excellence, and best practices in healthcare service delivery
- Excellent communication, interpersonal, collaboration, and leadership skills
- Ability to analyse data, identify trends, and make data-driven decisions to improve patient outcomes and operational performance
- Knowledge of quality improvement methodologies such as Six Sigma or Lean is a plus
- Passion for mental health advocacy and a commitment to delivering compassionate care and service excellence

**Benefits**
- 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

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