Care Excellence Associate

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.

This 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.

You 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.

User & Provider Support

• Manage and respond to user and provider queries across email, chat, and calls within defined SLAs
• Support session management processes including bookings, rescheduling, cancellations, and escalations
• Coordinate closely with internal teams to ensure timely issue resolution and seamless care delivery
• Provide high-touch support for sensitive or complex operational cases where required
• Ensure accurate documentation and updates across operational systems and trackers

Care Excellence & Service Quality

• Deliver a positive and empathetic experience across all user and provider touchpoints
• Identify operational gaps, recurring concerns, and service risks proactively
• Support escalation management and service recovery efforts
• Maintain quality standards and adherence to SOPs across operational workflows
• Assist in monitoring provider compliance, responsiveness, and operational performance

Operations & Coordination

• Support day-to-day operational workflows and cross-functional coordination
• Assist with maintaining trackers, dashboards, operational reports, and process documentation
• Contribute to operational improvement initiatives and automation opportunities
• Ensure operational data and records remain accurate and up to date
• Support implementation of new workflows, services, or operational processes

Communication & Stakeholder Management

• Communicate professionally and clearly with users, providers, and internal stakeholders
• Handle calls confidently while maintaining empathy and professionalism
• Collaborate effectively with Care Operations, Clinical, Product, and Commercial teams
• Escalate risks, blockers, or urgent concerns in a timely manner