IntellectIN

Care Navigation & Support Specialist

The most comprehensive mental health platform for Asia.

Intellect

Employee count: 51-200

Philippines only

As a Care Navigation Support Specialist, you lead day-to-day execution, performance management, and operational readiness across Care Support and Navigation. You are responsible for supervising a rotating support team, ensuring SOP alignment, managing 24/7 roster planning, and owning escalations. You are the key driver of consistency and quality in client-facing operations and play a pivotal role in feedback loops and rollout readiness.

1. Team Supervision Shift Oversight

  • Supervise daily task execution, provide real-time guidance to Associates and Senior Associates.
  • Plan and manage 24/7 shift rosters, ensuring consistent coverage and timely escalations.
  • Monitor and coach performance; raise training or disciplinary needs when necessary.

2. SOP Enforcement Operational Quality

  • Lead regular SOP audits and ensure high adoption and accuracy across shifts.
  • Own escalation protocols; ensure documentation and follow-through on critical cases.
  • Review and close feedback loops from QA and user complaints.

3. Operational Reporting Metrics Leadership

  • Track and report team-wide performance across SLA, USAT, case resolution, tagging.
  • Maintain hygiene in reporting dashboards and escalate blockers proactively.
  • Drive issue resolution across workflow, user journey, or platform bugs.

4. Cross-functional Liaison Enablement

  • Act as main liaison between Commercial and Product/Ops for launches.
  • Validate new service workflows from a care ops lens before go-live.
  • Share recurring insights from the team and users to improve process and experience.

Requirements

  • Min 5 years of experience in a specialist, supervisor, or lead role in support/care.
  • Demonstrated experience managing rosters, escalations, and performance reviews.
  • Deep familiarity with SOPs, QA processes, and internal tool usage.
  • Strong communicator and collaborator with cross-functional leadership.
  • Willingness to support rotational (incl. graveyard) and weekend shifts when needed.
  • Health tech experience is a strong plus.

About the job

Apply before

Posted on

Job type

Full Time

Experience level

Entry-level

Location requirements

Hiring timezones

Philippines +/- 0 hours

About Intellect

Learn more about Intellect and their company culture.

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The most comprehensive mental health platform for Asia.

For HR professionals looking to proactively care for employee wellbeing, Intellect takes the guesswork out with our research-proven mental health platform to nurture a thriving workplace.

Speak with behavioural health coaches, work with licensed psychologists, or take on self-guided programs, entirely within a single platform.

Millions of employees struggle with mental health challenges, leading to loss of business revenue from with productivity, turnover, and absenteeism. Intellect is here to enable organisations to tackle these barriers effectively.

We created an easy and effective mental health journey
experience for everyone and anyone. By integrating technology and
human touch, members can access all these features in just one platform:

  • Self-care app & skill-building programs

  • Certified behavioural health coaches & counsellors

  • Licensed psychologists & full-stack clinical EAP services

  • Access to providers in 14 languages and 20 countries in Asia

Intellect Core Values: RAISE

Resilient: We have the determination and hunger for growth, striving to be better each day.

Authentic: We always remember our "Why" to stay true to our purpose.

Inclusive: We have empathy for everyone, fostering a culture of understanding and consideration for all.

Steadfast: We proceed until apprehended, embodying the mindset of a champion.

Empowering: We empower ourselves and each other, creating an environment where everyone thrives.

Employee benefits

Learn about the employee benefits and perks provided at Intellect.

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Social & Fun Events

Intellect organizes regular social events and team bonding activities, ensuring work is balanced with fun and games.

Inclusive Work Culture

Intellect prides itself on a flexible, compassionate, and inclusive work culture, valuing awesome people and teamwork.

Personal Growth Budget

Intellect provides a yearly budget for training and development, helping employees grow their skills and advance their careers.

Intellect App Access

Intellect employees enjoy premium access to the Intellect app, including unlimited coaching sessions to support mental well-being.

View Intellect's employee benefits
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Intellect

Company size

51-200 employees

Founded in

2019

Chief executive officer

Theodoric Chew

View company profile

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