Care Support Associate - Remote

Overview

We are looking for a Care Support Associate to assist our users with accessing Intellect’s suite of services, resolving queries, and ensuring seamless client support through email, chat, and calls. This role combines customer support with care navigation, ensuring users receive the right guidance and assistance throughout their journey.

In Short

• Respond to user queries in a timely and accurate manner via email, chat, and calls.
• Guide users in selecting the right type of care based on their needs, clarifying service differences, and assisting in appointment bookings.
• Provide technical assistance on platform features and troubleshoot user issues.
• Follow up with users to ensure issues are resolved and they are utilising available services.
• Monitor customer complaints on social media and provide assistance where necessary.
• Drive user adoption by following up with inactive users and encouraging service utilisation.
• Support the Care Operations team by receiving, documenting, and deploying service requests.
• Liaise with providers and internal teams to ensure seamless service delivery.
• Offer case management support within the clinical service, ensuring continuity of care through coordination.
• Maintain and update internal dashboards to track client interactions and monitor support effectiveness.

Requirements

• Proactive problem-solver with excellent communication skills.
• Ability to earn client trust while delivering high-quality support.
• Experience in customer support or care navigation.
• Familiarity with technical assistance and troubleshooting.
• Strong organizational skills for case management.
• Ability to work collaboratively with cross-functional teams.

Benefits

• Opportunity to work in a supportive environment.
• Engagement with a diverse client base.
• Professional development opportunities.