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Network Engagement & Operations Associate

Full-time

Kuala Lumpur, Federal Territory of...

Information Technology

2 days ago

The role will be part of the Care Operations team and will manage Intellect’s mental healthcare provider and helpline responder network so as to offer.....

The role will be part of the Care Operations team and will manage Intellect’s mental healthcare provider and helpline responder network so as to offer the best-in-class medical network spanning across and beyond Asia. This role is responsible for growing and managing the community of providers and responders, and will be the first and main point of contact for the network. This role is aimed at managing the network with proactive capacity planning, drive strong community engagement and retention, and uplift the quality and volume of services rendered backed by strong data tracking and performance monitoring.

Key person in charge of monitoring and tracking providers availability, driving number of committed hours and ensuring availabilities are up to date.
Data tracking and real time monitoring of any session cancellations and no-shows, for immediate investigation and rectification.
Drive network database tracking for supply and capabilities requirements planning.
Network relationship building to understand the network’s needs and challenges, act as the voice for the network and and assist in issues resolution
Assist in network onboarding, offboarding, community engagement activities for strong network engagement and retention
Assist in network operational matters including compensation frameworks, SOPs and policies relating to the lifecycle of the network, product and technical solutioning relating to the network.
Ongoing metrics tracking and reporting as well as network performance monitoring to drive high quality of service, strong retention rates and meeting of SLAs.
Strong project and stakeholder management skills to lead data-driven strategies with the aim of driving high quality of service delivery for strong customer satisfaction
Keep abreast of regulatory and competitive landscape in relation to providers in the region

1-3 years of experience in an operations or data analyst role
Preferably with operational background in a healthcare space (but not mandatory)
Strong data and project management capabilities to lead and drive data-driven initiatives
Used to meeting tight deadlines and managing priorities under pressure
Open to candidates based in Malaysia, Philippines and Indonesia

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Intellect

Network Partnership and Operations Specialist

Full-time

Kuala Lumpur, Federal Territory of...

Information Technology

1 month ago

The role will be part of the Care Operations team and will manage Intellect’s mental healthcare provider network so as to offer a best-in-class medica.....

The role will be part of the Care Operations team and will manage Intellect’s mental healthcare provider network so as to offer a best-in-class medical network spanning across and beyond Asia so as to meet our customer needs. This role will act as the main liaison with network partners from sourcing, contracting, onboarding, implementation, ongoing relationship management, performance monitoring and reporting. This role will also work closely with the internal care operations team to develop and implement operational processes and Service Level Agreements (SLAs), while working closely with internal and external stakeholders to ensure operational performance, efficiency and quality.

Develop and manage the network partners playbook, including onboarding processes, operational guidelines, integration processes and support systems.
Strategic demand forecasting and planning to map partner requirements across the region. Formulate and implement short-term and long-term strategies on the partnership, commercial and operational model of each partner.
Foster strong working relationships with partners, from sourcing, contracting, onboarding, implementation, reporting, performance monitoring, success enablement to reporting.
Development and implementation of processes, SOPs and SLAs, with continuous refinement and monitoring
Metrics tracking and reporting for data-backed recommendations to the management
Leading the end-to-end implementation of data-backed initiatives to meet SLAs and performance metrics
Strong project management skills to drive projects, establish proper governance over project plans and map operational resources required for successful implementation of projects relating to process improvement, service quality, product implementation, reporting and automation.
Strategic forecasting and planning, and the acquisition of internal and external network partners
Stay abreast of changes and/or updates in relevant policies, procedures, and regulations

Bachelor’s Degree or equivalent work experience
More than 3 years of experience in managing partners/vendors from end-to-end, including acquisition, relationship management, performance monitoring
Preferably in the Healthcare / Patient experience-related industry
Strong operational background, able to get hands on in developing processes from ground-up.
Strong data and metrics management skills to drive data-backed strategies
Thrive in meeting tight deadlines and managing priorities under pressure
Open to candidates in Malaysia and Philippines