Provider Experience Associate

The Provider Experience Associate manages the operational and engagement lifecycle for our global provider network. You will own the end-to-end provider journey and drive continuous improvements that reduce friction, lift satisfaction, and enable reliable service delivery. You will turn provider feedback into fixes, close the loop quickly, and partner with Ops and Clinical to make every touchpoint clearer, faster, and kinder.

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

• 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

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