Provider Experience Associate

What You'll Do

• Oversee & manage onboarding processes for new providers, ensuring they are equipped with the tools, knowledge and resources to excel in their roles for seamless integration into our network
• Organize and facilitate regular network engagement activities, including hosting monthly virtual townhalls, to foster a sense of community
• Schedule and coordinate regular training, group supervisions and townhall sessions in collaboration with Clinical team to support continuous professional development
• Maintain clear and organised communication channels, including driving outreach efforts, facilitating two-way feedback and developing engagement materials to ensure everyone is well-informed
• Escalate complex operational issues to the relevant Operations team personnel for resolution and ensure closed loop feedback
• Track and analyse engagement metrics for trends, recommend and implement strategies to drive improvements in overall satisfaction and retention of providers
• Maintain thorough records of provider interactions, escalations, and resolutions for documentation and audit purposes
• Present consolidated feedback to leadership with actionable insights and potential solutions
• Work closely with cross-functional teams to ensure coordinated efforts, aligned communications on latest updates and effective service delivery
• Support service deployment for on-site and ad hoc requests, including commercial events, client delivery, and other initiatives as needed
• Ensuring timely and correct payment processing for providers while addressing discrepancies or issues in a proactive manner
• Audit professional qualifications including local regulation or licensing credentials of providers to ensure compliance with company standards
• Drives provider quality by overseeing mandatory training completion, compliance audits, licensure management, corrective actions for performance gaps, efficient operational processes for a more motivated and effective service network
• Handle provider-related enquiries and concerns to ensure timely and accurate responses in line with organisational policies and procedures
• Review existing policies and procedures to ensure they align with best practices and evolving needs of our services
• Maintain and regularly update a shared repository of operational resources, including guidelines, training materials, and FAQs to ensure providers have the resources they need
  

Requirements

• Experience: 2-4 years of experience in community management, event coordination, or a related role
• Language Proficiency: Fluent in English and local language, both written and spoken
• Technical Proficiency: Comfortable using data software and updating documentation, Prior experience using Freshdesk is a bonus
• Organizational Skills: Strong organizational skills to manage multiple tasks and priorities effectively
• Problem-Solving Skills: Ability to handle inquiries and manage issues proactively
• Strong Verbal and Written Communication Skills: Ability to convey information clearly and adapt their communication style to different audience
• Attention to Detail: Strong attention to detail in data insighting and management
• Flexibility and Adaptability: Willingness to support various different projects as needed
• Team Collaboration: Ability to work collaboratively with cross-functional teams
• Open to candidates in India and Philippines
  

Benefits

Why You'll Love Working With Us:

• Global company - work in a diverse environment with people from nearly 20 countries
• Generous leave policy - time off to rest and recharge
• Christmas week off - company-wide break during Christmas, separate from annual leave
• Birthday leave - enjoy a day off on your birthday
• Quarterly mental health days - one day off every quarter to focus on your wellbeing
• Flexible work arrangements - work in a way that suits your lifestyle and goals
• Work-life balance - a culture that values personal time and long-term wellness
• Medical coverage - comprehensive insurance for peace of mind
• Performance bonus - high performance is recognised and rewarded
• Development budget - annual allowance to support your professional development
• Mental health support - premium coaching access to our mental health app and resources & dedicated budget for clinical and psychiatric care
• Socials and communities - regular non-work events/activities to connect and have fun together