Clinical Operations Specialist

Care Account Specialist

As a Care Account Specialist, you play a pivotal role in ensuring seamless delivery of clinical services across onsite and virtual channels. Your expertise as the main clinical point of contact for enterprise clients will be crucial in managing client relationships and overseeing regional clinicians.

• Client Management & Reporting (30%):
  • You will serve as the primary clinical point of contact for assigned enterprise clients, providing exceptional support and guidance.
  • Own the delivery and quality of monthly clinical reports and insights, leveraging your analytical skills to drive actionable improvements.
  • Track SLAs and proactively address any gaps or risks, ensuring timely resolution and client satisfaction.
  • Attend client-facing meetings, facilitate escalations, and lead regular reviews, fostering strong relationships with clients and internal stakeholders.
  • Support solutioning for special projects, such as Return-to-Work initiatives, critical incidents, and program deployments, demonstrating your ability to adapt and innovate.
• Clinical Service Oversight (30%):
  • Ensure clinician rosters are filled and services delivered on time across onsite and virtual channels, guaranteeing uninterrupted service delivery.
  • Manage transitions, escalations, and referrals for high-risk or complex cases, exercising sound judgment and discretion.
  • Monitor clinical quality benchmarks for delivery operations, helpline, care navigation, and counselling teams, driving continuous improvement and excellence.
  • Co-develop and localise SOPs for country-specific delivery requirements, showcasing your ability to navigate complexity and ambiguity.
  • Coordinate various teams to refine workflows and client-facing experiences, fostering collaboration and innovation.
• Clinician Management & Quality (30%):
  • Be the people manager for assigned onsite or regional clinicians (counsellors and psychologists), providing mentorship and guidance to ensure their success.
  • Monitor session quality, flag performance issues, and provide developmental feedback, promoting growth and development.
  • Conduct orientation and operational onboarding for new clinicians, ensuring a smooth transition and optimal performance.
  • Align clinicians with internal clinical policies, ethics, and SOPs, upholding the highest standards of clinical excellence.
  • Coordinate reflective practice, peer case discussions, and alignment to organisational goals, fostering a culture of continuous learning and improvement.
  • Provide clinical supervision in group and individual settings, supporting clinicians in their professional development and well-being.
• Cross-Functional Collaboration & Projects (10%):
  • Collaborate with other teams on improvements to service experience and workflows, embracing cross-functional collaboration and innovation.
  • Contribute to new program planning, pilot rollout, or clinical enhancement projects, demonstrating your ability to think creatively and drive results.
  • Engage in cross-country best practice exchange and maintain regional alignment, showcasing your adaptability and commitment to excellence.

• A Master's Degree in Counselling, Clinical Psychology, or related mental health disciplines, combined with relevant industry experience.
• Professional registration with a relevant counselling/psychology board, demonstrating your commitment to ongoing professional development.
• At least 3–5 years of post-graduate clinical experience, including demonstrated expertise in clinical operations, client relationship management, or case management.
• Experience managing clinicians, preferably in a B2B, hospital, or EAP setting, showcasing your leadership skills and ability to navigate complexity.
• Ability to balance clinical quality and client satisfaction, making informed decisions that drive business outcomes.
• Proficient in creating reports, analysing trends, and translating insights into actionable improvements, leveraging data-driven decision-making.
• Comfortable working cross-functionally with commercial, tech, and product teams, fostering collaboration and innovation.
• Strong written communication and SOP drafting capability, enabling effective communication and documentation.
• Comfortable working autonomously, in a hybrid or remote setup, and travelling for client needs, demonstrating your flexibility and adaptability.

• We offer a diverse environment and opportunities for growth and development.
• We provide generous leave policy, flexible work arrangements, medical coverage, performance bonus, development budget, mental health support, socials and communities.