Care Operations

We’re a healthcare personnel who will act as the critical link between Patients & Pharmacies. In this role, you’ll ensure that every order, every refill, and every care request is fulfilled with speed, accuracy, and empathy. You’ll support pharmacies in meeting demand, guide providers to optimise their prescribing workflows, and manage the behind-the-scenes operations that enable last-mile delivery of medications within 30 minutes.

You will thrive in this role if you're obsessed with helping people get the care they need, communicate proactively, and can navigate the tension between urgency and empathy — especially when there are moving parts and multiple stakeholders. Ideally, you demonstrate a high level of emotional stability and can adapt quickly to fast-changing circumstances with grace & resilience. To ensure success of the fulfillment & care team, you should be able to handle stress, maintain a positive attitude & demonstrate performance even in challenging situations.

Your responsibilities include, but not limited to:

• Build and maintain efficient fulfillment processes.
• Drive 95%+ medication adherence through structured follow-ups, patient engagement and monthly refills.
• Track operational KPIs (e.g., fulfillment time, resolution rate, adherence) and identify bottlenecks
• Oversee fulfillment channels with customers - individuals & partners.
• Provide exceptional leadership and guidance to the team to ensure efficient and effective operations.
• Ensure compliance with all regulatory requirements and maintain accurate records.
• Demonstrate adaptability and empathy in dealing with customers and team members, while maintaining a positive attitude.
• Foster a culture of respect and collaboration within the team, while promoting a positive work environment.
• Maintain a high degree of initiative and sense of urgency to meet customer needs, while providing exceptional customer service.

What You’ll Be Doing

• Support pharmacies in fulfilling medication orders quickly and accurately

• Coordinate with providers, patients, and logistics teams to unblock order delays

• Monitor and resolve out-of-stock, substitution, and refill issues

• Communicate proactively with all stakeholders — patients, pharmacies, and internal teams

• Document and maintain care coordination workflows in line with clinical and regulatory standards

Please note that this is a fully remote role, with the working set to 8am - 8pm daily.

Requirements

• A healthcare degree
• Minimum 3 years’ experience in healthcare, patient care, pharmacy, operations, or health-tech
• Strong understanding of medications, especially chronic care
• Excellent communication skills — fast, empathetic, and clear with the ability to communicate with customers effectively and team members
• Resilient, organised, and comfortable working under pressure
• Demonstrated emotional stability & resilience.
• Strong leadership and logistics management skills, with a proven track record of success
• Adaptability and empathy in dealing with customers and team members, with a focus on providing exceptional customer service
• Respectful and collaborative attitude towards team members and customers, with a commitment to promoting a positive work environment.

Benefits

• Flexible working environment
• Employee stock options, with standard vesting schedule.