Care Account Specialist

As the Care Account Specialist, you will work closely with a team to drive and support Intellect’s clinical operations for our enterprise clients.

Your role will be pivotal in transforming and optimising our clinical operational processes, drawing from best practices in electronic medical record systems and other healthcare innovations. With a strong foundation in clinical informatics, you'll ensure that our services are both efficient and of the highest quality.

You will be responsible for liaising directly with the enterprise client and recommending clinical and wellbeing best practices. You will also be responsible for preparing clinical staff to provide care services, including individual and group therapy sessions, critical incident stress management (CISM), and mental health/wellness related training sessions. A significant part of your role will involve setting up, reviewing, and refining our Standard Operating Protocols (SOPs) to ensure that Service Level Agreements (SLAs) are consistently met.

Your passion for destigmatising mental health, combined with your adherence to the highest ethical and professional best practice standards, will drive the success of this role. You will collaborate closely with the Strategic Wellness Advisory Team, Clinical Team and other internal stakeholders.

• Implement and refine operational processes to meet client’s demands for an effective clinical care solution, including crisis helpline and roster management for onsite/virtual care.
• Take the lead in setting up, regularly reviewing, and refining clinical Service Level Agreements (SLAs) and SOPs.
• Ensure accurate reporting of account metrics and clinical utilisation, including data gathering and analysis of clinical data for reporting purposes.
• Manage cases and  provide insights and recommendations to client on overall mental health services
• Ensure preparation of clinical staff for  clinical services.
• Provide consultation and intervention for crisis situations ( Risk assessments, recommend interventions and track outcomes) 
• Work with internal commercial, clinical, and strategy teams for alignment with commercial demand, internal policies, and processes.
• Conduct talks and workshops at the client’s site (on an as-needed basis).
• Collaborate effectively with team members based in the Singapore timezone, while accommodating communication and workflow requirements for clients primarily located in US/Canada and LATAM time zones.

Requirements

• Minimum Masters Degree/Postgraduate qualifications in Counselling/Psychology/other mental health-related degrees, or a background in nursing.
• Experience in managing remote teams across multiple locations, preferably within the clinical/healthcare sector.
• Relevant experience in implementing operational processes, including crisis helpline and roster management for onsite/virtual care.
• Minimum 5 years of post-graduate working experience.
• Strong client engagement skills, with an ability to build connections effortlessly.
• A growth mindset towards learning, constantly unlearning, relearning, and reintegrating new skills.
• Be able to travel on as-needed basis to clients’ sites and/or HQ from time to time.