Care Navigator

Care Navigators act as the primary support for clients providing guidance and assistance throughout their user journey. They actively guide and assist users to access Intellect’s suite of services through email, chat, and call support.

Their responsibilities include:

1. Client engagement:
1. Engage with users via email, chat, and call to provide support on Intellect’s services
2. Offer comprehensive information on available resources and options, empowering informed decision-making - this includes but is not limited to guiding users to select the right type of care based on their needs, clarifying differences between services, assist in booking appointments
2. Network engagement and deployment:
1. Support the Care Operations team in receiving, documenting, and deploying service requests
2. Navigating administrative processes like financial assistance, responding to emails, booking in-person sessions
3. Over all case Management:
1. Offer case management within the clinical service. Monitor progress, coordinate follow-up appointments, and ensure seamless continuity of care by collaborating with the Care Operations team.
4. Driving User Adoption & Utilisation:
1. Follow-up/Check-in with inactive users to drive utilisation of service offerings
5. Collaboration:
1. Work closely with cross-functional teams to ensure coordinated efforts, contributing to the enhancement of service delivery.
6. Dashboard Reporting and Tracking:
1. Maintain and update internal dashboards to monitor client interactions, ensuring accurate and up-to-date records.
2. Contribute insights from client interactions to shape product development
7. Operational Rollouts:
1. Support operational initiatives, participating in the planning and execution of new processes to enhance client experience and operational efficiency.

Requirements

Minimum Qualifications

• 1-2 years of experience working in a direct customer-support or client-facing role
• Superior communication skills, both written and verbal
• Detail oriented with strong organizational skills
• Willingness to be flexible, multi-task and troubleshoot problems
• Fluency in written and spoken English

Preferred Qualifications

• Experience working at a fast-growing tech company or digital health company
• Experience with Zoho Desk, Freshdesk or similar CRM platforms
• Some level of counseling training, education or background
• Past experience in the mental health space would be beneficial
• Multilingual skills a plus

Open to candidates in the Philippines and Malaysia

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