{"id":384428,"url":"https://alion.io/job/intellect-care-excellence-associate","title":"Care Excellence Associate","company":{"id":175166,"name":"Intellect","domain":"intellect.co","url":"https://alion.io/company/intellect-3","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workable","truth_index":{"grade":"C","score":57,"open_postings":71,"ghost_share":0.718,"stale_share":0,"repost_share":0,"time_to_fill_p50_days":25,"computed_at":"2026-11-04T06:34:25Z"}},"role":"Operations","role_family":"Operations","seniority":null,"employment_type":null,"work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"board_field","remote_working_hours":null,"hiring_geo_confidence":"inferred","locations":[],"countries":[],"hiring_countries":["IN","PH"],"hiring_countries_total":2,"salary":null,"salary_estimate":{"min_usd":13000,"max_usd":30000,"period":"year","method":"role_country_seniority_unknown","sample_n":26},"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Freshdesk","optional":false},{"name":"Google Workspace","optional":false}],"status":"live","first_seen_at":"2026-11-03T09:12:27Z","employer_posted_date":"2026-11-03","last_verified_at":"2026-11-04T23:54:04Z","board_verified":true,"closed_at":null,"days_open":1,"trust":{"level":"ok","repost_count":1,"flags":["company_stale"],"days_open":1},"description":"We are looking for an Operations & Excellence Associate to support the delivery of high-quality, seamless mental health care experiences across our user and provider ecosystem.\nThis role sits at the intersection of operations, service excellence, and care navigation/coordination. The ideal candidate is highly organised, empathetic, operationally reliable, and comfortable managing communication across multiple channels including email, chat, and calls.\nYou will play a key role in ensuring smooth day-to-day operations, timely support resolution, provider coordination, session management, and overall service quality while contributing to continuous operational improvements.\nUser & Provider Support\nManage and respond to user and provider queries across email, chat, and calls within defined SLAs\nSupport session management processes including bookings, rescheduling, cancellations, and escalations\nCoordinate closely with internal teams to ensure timely issue resolution and seamless care delivery\nProvide high-touch support for sensitive or complex operational cases where required\nEnsure accurate documentation and updates across operational systems and trackers\nCare Excellence & Service Quality\nDeliver a positive and empathetic experience across all user and provider touchpoints\nIdentify operational gaps, recurring concerns, and service risks proactively\nSupport escalation management and service recovery efforts\nMaintain quality standards and adherence to SOPs across operational workflows\nAssist in monitoring provider compliance, responsiveness, and operational performance\nOperations & Coordination\nSupport day-to-day operational workflows and cross-functional coordination\nAssist with maintaining trackers, dashboards, operational reports, and process documentation\nContribute to operational improvement initiatives and automation opportunities\nEnsure operational data and records remain accurate and up to date\nSupport implementation of new workflows, services, or operational processes\nCommunication & Stakeholder Management\nCommunicate professionally and clearly with users, providers, and internal stakeholders\nHandle calls confidently while maintaining empathy and professionalism\nCollaborate effectively with Care Operations, Clinical, Product, and Commercial teams\nEscalate risks, blockers, or urgent concerns in a timely manner\nRequirements\nBachelor’s degree with min 1 year of relevant experience in operations, customer support, healthcare, or related fields\nStrong verbal and written communication skills\nComfortable handling communication across email, chat, and calls\nStrong organisational and multitasking abilities\nAbility to work in a fast-paced and high-volume environment\nHigh level of empathy, professionalism, and attention to detail\nComfortable working flexible shifts, including weekends, public holidays, or rotational schedules where required\nProficiency in Google Workspace and operational tools/platforms like FreshDesk/ Zendesk\nGood to have:\nExperience in healthcare, mental health, wellness, customer support, or operations environments\nFamiliarity with SLA-driven operations and escalation management\nProcess-oriented mindset with interest in operational excellence and automation\nStrong ownership and problem-solving approach\nBenefits\nWhy You’ll Love Working With Us:\n Global company - work in a diverse environment with people from nearly 20 countries\n Generous leave policy - time off to rest and recharge\n Christmas week off - company-wide break during Christmas, separate from annual leave\n Birthday leave - enjoy a day off on your birthday\n Quarterly mental health days - one day off every quarter to focus on your wellbeing\n Flexible work arrangements - work in a way that suits your lifestyle and goals\n Work-life balance - a culture that values personal time and long-term wellness\n Medical coverage - comprehensive insurance for peace of mind\n Performance bonus - high performance is recognised and rewarded\n Development budget - annual allowance to support your professional development\n Mental health support - premium coaching access to our mental health app and resources & dedicated budget for clinical and psychiatric care\n Socials and communities - regular non-work events/activities to connect and have fun together","description_format":"text","description_chars":4281,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["Annual leave","Flexible schedule","Professional development"],"hiring_locations":[{"name":"India","iso":"IN","kind":"country"},{"name":"Philippines","iso":"PH","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Psychotherapy & Counseling","Digital Mental Health"],"lifecycle":[{"event":"open","at":"2026-09-05T22:21:46Z"},{"event":"close","at":"2026-09-22T14:20:35Z"},{"event":"reopen","at":"2026-11-03T04:27:52Z"}],"visa":[],"liveness":{"score":60,"band":"ok","label":"Likely open","p_open":1,"p_active":0.602,"p_room":1,"age_days":0,"expected_fill_days":25,"reasons":["conf:1","stale_co","win:early"],"computed_at":"2026-11-04T06:34:25Z"},"pay":null,"html_url":"https://alion.io/job/intellect-care-excellence-associate","json_url":"https://alion.io/job/intellect-care-excellence-associate.json","meta":{"generated_at":"2026-11-05T02:48:44Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":3740,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-06T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":175166},"rest":"https://alion.io/mcp/rest/get_company?id=175166"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fintellect-care-excellence-associate"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fintellect-care-excellence-associate"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fintellect-care-excellence-associate"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/intellect-care-excellence-associate\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fintellect-care-excellence-associate"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":384428}},{"tool":"search_jobs","arguments":{"company":"intellect.co","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":384428},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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