Care Excellence Associate

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

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

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