Care Account Specialist
- Philippines
- Permanent
- Full-time
- Serve as the main clinical point of contact for assigned enterprise clients.
- Own the delivery and quality of monthly clinical reports and insights.
- Track SLAs and proactively address any gaps or risks.
- Attend client-facing meetings, facilitate escalations, and lead regular reviews.
- Support solutioning for special projects (e.g., Return-to-Work, critical incidents, program deployments).
- Ensure clinician rosters are filled and services delivered on time across onsite and virtual channels.
- Manage transitions, escalations, and referrals for high-risk or complex cases.
- Monitor clinical quality benchmarks for delivery operations, helpline, care navigation, and counselling teams.
- Co-develop and localise SOPs for country-specific delivery requirements.
- Coordinate various teams to refine workflows and client-facing experiences.
- Be the people manager for assigned onsite or regional clinicians (counsellors and psychologists).
- Monitor session quality, flag performance issues, and provide developmental feedback.
- Conduct orientation and operational onboarding for new clinicians.
- Align clinicians with internal clinical policies, ethics, and SOPs.
- Coordinate reflective practice, peer case discussions, and alignment to organisational goals.
- Provide Clinical Supervision in group and individual settings
- Collaborate with other teams on improvements to service experience and workflows.
- Contribute to new program planning, pilot rollout, or clinical enhancement projects.
- Engage in cross-country best practice exchange and maintain regional alignment.
- Master's Degree (or equivalent) in Counselling, Clinical Psychology, or related mental health disciplines.
- Professional registration with a relevant counselling/psychology board.
- At least 3-5 years of post-graduate clinical experience.
- Demonstrated experience in clinical operations, client relationship management, or case management.
- Experience managing clinicians, preferably in a B2B, hospital, or EAP setting.
- Ability to balance clinical quality and client satisfaction.
- Proficient in creating reports, analysing trends, and translating insights into actionable improvements.
- Comfortable working cross-functionally with commercial, tech, and product teams.
- Strong written communication and SOP drafting capability.
- Comfortable working autonomously, in a hybrid or remote setup, and travelling for client needs.
- 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