As a Care Account Specialist, you will act as the key clinical operations representative for enterprise clients in your assigned regions which may be outside of the location you are based in. You will ensure exceptional delivery of Intellect’s clinical services across onsite and virtual channels, provide case management, maintain service quality, and oversee regional clinicians. This role bridges enterprise client expectations with internal clinical standards and operational excellence. This role is open for candidates based in the Philippines and Thailand.
1. Client Management & Reporting (30%)
- Serve as the main clinical point of contact for assigned enterprise clients.
- Own the delivery and quality of monthly clinical reports and insights.
- Track SLAs and proactively address any gaps or risks.
- Attend client-facing meetings, facilitate escalations, and lead regular reviews.
- Support solutioning for special projects (e.g., Return-to-Work, critical incidents, program deployments).
2. Clinical Service Oversight (30%)
- Ensure clinician rosters are filled and services delivered on time across onsite and virtual channels.
- Manage transitions, escalations, and referrals for high-risk or complex cases.
- Monitor clinical quality benchmarks for delivery operations, helpline, care navigation, and counselling teams.
- Co-develop and localise SOPs for country-specific delivery requirements.
- Coordinate various teams to refine workflows and client-facing experiences.
3. Clinician Management & Quality (30%)
- Be the people manager for assigned onsite or regional clinicians (counsellors and psychologists).
- Monitor session quality, flag performance issues, and provide developmental feedback.
- Conduct orientation and operational onboarding for new clinicians.
- Align clinicians with internal clinical policies, ethics, and SOPs.
- Coordinate reflective practice, peer case discussions, and alignment to organisational goals.
- Provide Clinical Supervision in group and individual settings
4. Cross-Functional Collaboration & Projects (10%)
- Collaborate with other teams on improvements to service experience and workflows.
- Contribute to new program planning, pilot rollout, or clinical enhancement projects.
- Engage in cross-country best practice exchange and maintain regional alignment.
Requirements
- Master’s Degree (or equivalent) in Counselling, Clinical Psychology, or related mental health disciplines.
- Professional registration with a relevant counselling/psychology board.
- At least 3–5 years of post-graduate clinical experience.
- Demonstrated experience in clinical operations, client relationship management, or case management.
- Experience managing clinicians, preferably in a B2B, hospital, or EAP setting.
- Ability to balance clinical quality and client satisfaction.
- Proficient in creating reports, analysing trends, and translating insights into actionable improvements.
- Comfortable working cross-functionally with commercial, tech, and product teams.
- Strong written communication and SOP drafting capability.
- Comfortable working autonomously, in a hybrid or remote setup, and travelling for client needs.
Originally posted on Himalayas
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