Care Delivery Analyst

About Naluri:

We are a digital health therapeutics company operating across SEA, focused on the intersection of mental health and physical chronic diseases. We combine behavioural science, psychology, data science and digital design to help companies, healthcare providers, and ultimately, people on achieving a healthier lifestyle.

Visit our website to learn more about us: https://www.naluri.life/

Job Details

• Position: Care Delivery Analyst
• Location: Hybrid (2 to 3 days WFO) – Kuala Lumpur / Klang Valley
• Salary Range: RM 3,000 - RM 4,000/month
• Type: Full-time

What you'll be doing:

1. Customer Service and Onsite Engagement

• Real-Time Support: Manage incoming live chats, support tickets, and member inquiries across digital channels (HubSpot) with empathy, urgency, and precision.
• SLA Mastery: Take active ownership of response times, ensuring a target >90% SLA for initial chat responses within 15 minutes.
• Member Advocacy & Escalation: Act as the first point of contact for member issues, troubleshooting account/platform challenges, and escalating complex clinical or technical inquiries to the right internal teams.
• Onsite Event Deployment: Periodically provide support to the Onsite & Events team during major corporate health screenings, and activation events

2. Coaching Operations

• Ecosystem Setup & Onboarding: Assist in setting up workflows, logistics, and systems for new client programs, coaches, and care plans.
• Quality Assurance & Compliance: Monitor coach adherence to SOPs and care standards to ensure consistent, high-quality service delivery.
• Operational Problem Solving: Serve as the primary liaison between coaches, members, and internal teams to resolve real-time operational issues swiftly.
• Data Analytics & Reporting: Analyze care delivery data to track performance, generate operational insights, and produce accurate service reports.
• Process Improvement & Automation: Identify workflow bottlenecks and streamline or automate manual processes to maximize team efficiency and reduce costs.

What We’re Looking For

Educational Background: Bachelor’s degree in Psychology, Healthcare/Allied Health, Life Sciences, Public Health, Business, or a related field (Postgraduate qualifications are a plus).

Experience Level: Fresh graduates are strongly encouraged to apply! Candidates with up to 1–2 years of experience in operations, healthcare projects, or program coordination are also welcome.

Core Competencies & Mindset:

• Highly organised, detail-oriented, and proactive with strong project coordination skills in a fast-paced environment.
• Excellent cross-functional communication skills, comfortable navigating ambiguity, and driven by a problem-solving, continuous-improvement mindset.
• Genuine passion for healthcare delivery, digital health, and member experience.

Technical & Data Proficiency:

• Comfortable working with data and standard tools (Microsoft Excel or Google Sheets).
• Bonus Points: Advanced Excel/data analysis skills, familiarity with automation, dashboards, workflow optimization, or no-code/low-code tools.

Perks:

• Flexible working arrangements, allowing you to work from anywhere (as long as you are in a conducive environment)
• Unlimited leave
• Continued education and training
• Collaborative and supportive environment
• Access to resources
• Free use of our digital healthcare app, providing 24/7 access to medical experts.

Our Culture:

• We empower teams to prioritise customer value and plan their way to achieve it.
• We love our get-togethers - be they virtual or physical, over lunch or evening outings.
• We encourage the use of our unlimited vacation days policy! (just ensure your team isn't left in the lurch)
• We thrive on principles like "Act like an Owner", "Keep it Simple", "Try and Error", "Fail fast", "Disagree and Commit", and "Think Big".

Our People:

We're a diverse group of Scuba Divers, Cooks, Travelers, and Enigmatologists (you might need to Google that!), Video Gamer heroes, Movie Buffs, Readers, Swimmers, Board Gamers, Music Lovers, every other variety of people. You'll find a friend in someone here!

Growth Opportunities:

Working with state-of-the-art AI technologies and the latest tools, you'll be learning from industry experts in a practical data-driven business environment. Bring your ideas, see them come to life, and impact our business and the people we serve.