Care Account Operations Specialist

2 weeks ago

Kuala Lumpur, Malaysia Intellect Full time

**The Role**:
As the Care Account Operations Specialist, you will work closely with the Care Account Manager to drive and support Intellect’s clinical operations tailored for our enterprise clients across the APAC region.

Your role will be pivotal in transforming and optimising our clinical operational processes, drawing from best practices in electronic medical record systems and other healthcare innovations. With a strong foundation in clinical informatics, you'll ensure that our services are both efficient and of the highest quality.

You will be the primary liaison for the enterprise client, responsible for planning and deploying clinical staff to provide care services, including individual and group therapy sessions, critical incident stress management (CISM), and mental health/wellness related training sessions. A significant part of your role will involve setting up, reviewing, and refining our Standard Operating Protocols (SOPs) to ensure that Service Level Agreements (SLAs) are consistently met.

Your passion for destigmatising mental health, combined with your adherence to the highest ethical and professional best practice standards, will drive the success of this role. You will collaborate closely with the Client Success (CS) team and other internal stakeholders.
- Assist the hiring team in onboarding and training clinical and counselling staff for onsite clinical services.
- Implement and refine operational processes to meet client’s demands for an effective clinical care solution, including crisis helpline and roster management for onsite/virtual care.
- Take the lead in setting up, reviewing, and refining clinical Service Level Agreements (SLAs) and SOPs.
- Work with internal commercial, clinical, and strategy teams for alignment with commercial demand, internal policies, and processes.
- Continuously refine and improve our clinical and operational processes, leveraging your experience in transforming electronic medical record systems and training end-users.
- Conduct talks and workshops at the client’s site (on an as-needed basis)

**Requirements**:

- Minimum Masters Degree/Postgraduate qualifications in Counselling/Psychology/other mental health-related degrees, or a background in nursing.
- Experience in managing remote teams across multiple locations, preferably within the clinical/healthcare sector.
- Relevant experience in implementing operational processes, including crisis helpline and roster management for onsite/virtual care.
- Minimum 3 years of post-graduate working experience.
- Strong client engagement skills, with an ability to build connections effortlessly.
- A growth mindset towards learning, constantly unlearning, relearning, and reintegrating new skills.
- Must be willing to travel on an as-needed basis to the clients’ sites in Kuala Lumpur (mainly in Kuala Lumpur Sentral).

**Benefits**
- Work in a diverse environment with people from over 10 countries
- A generous leave policy
- 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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